The Manager E-Commerce Operations will be responsible for payment, fulfilment, and customer service. Primary responsibilities will include payment-related tasks such as risk management, payment portfolio development, payment monitoring and reconciliation, as well as maintenance of smooth fulfilment processes and the development of new logistics services.

• Lead the implementation of new eCom systems and processes from the definition of business requirements to the successful rollout
• Liaise with internal and external service providers for the technical realization of projects and the optimization of business processes. Manage the communication between all parties
• Manage 3rd party service providers in the area of Order Management, Risk and Fraud Prevention and Payment Services
• Ensure a smooth order flow through all operations systems and interfaces – from order placement to fulfilment in the eCom warehouse
• Monitor stock synchronization across all channels. Conduct regular analysis and take measures to avoid cancellations or lost opportunities by incorrect stock.
• Plan and execute the operational implementation of new Marketplaces and the expansion to additional regions
• Evaluate and implement new trends in payments, dunning and debt collection to ensure high payment rates and superior customer experience
• Create and run ad-hoc reports to identify irregularities, and needs for service improvements and derive meaningful actions.
• Support customer service with inquiries related to check-out, payment processes, QC videos etc.
• Manage 3rd party service providers for Customer Service, set up processes & KPIs to monitor the performance of service provider
• Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below the benchmark, sustain and better quality service
• Develop & improve SOPs along with the service provider to improve the performance & ensure a delightful customer experience

• Bachelor’s degree in Business Administration, Supply Chain Management, Business Informatics or similar field
• 2-3 years of relevant working experience in eCommerce, IT, logistics, Customer Service or related areas
• Experience in coordinating internal and external service providers
• Ability to effectively prioritize various tasks in a fast-paced environment
• Willingness to take own initiatives and work independently on assigned tasks with little guidance as well as accept direction on given assignments
• Profound analytical skills and ability to work with details; Microsoft Excel is essential
• Fluent in English