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Your Opportunity at ARC’TERYX:
As our future Digital Commerce Operations Specialist EMEA,you will develop the brand’s digital commerce post purchase experience from ‘good’ to ‘great’. You will constantly be unlocking new opportunities to make our e-com delivery and return service and the engagement around it a premium experience for our guests across European countries.
Your consumer centric mind set together with your broad skill set across digital user experience, e-commerce, guest service will help to drive brand engagement, re-purchase, and loyalty. You will be working very closely with the Regional and Global Digital Teams, the DC and Transportation Teams to represent the ‘voice of the European guest’to meet local expectation salong the post-purchase journey.
The role is based out of our Garching office, near Munich and is open to hybrid remote work (2 days at the office – 2 days at home - 1 day home/office). Candidates must be eligible to work in Germany.
Meet Your Future Team:
The EMEA Digital Commerce team is responsible for developing our ecommerce channel and all consumer-facing digital touchpoints for Arc’teryx in EMEA. It is a high-performing team responsible for direct-to-consumer ecommerce (strategy & operations), Digital Marketing (CRM & paid), Digital Analytics and working closely with global counterparts. The team works closely with many other regional teams within Marketing and Commercial.
If you were the Digital Commerce Operations Specialist EMEA now, here are some of the core activities you would be doing:
- Using guest insights, research and data to conceive and champion a premium experience for all touch points post purchase.
- Executing regional delivery- and return strategies so that all our guests across 16 countries will qualify our ‘post purchase experience’ as ‘premium’.
- Providing the digital commerce forecasting for our DC for optimized resource planning.
- Monitoring order flows down the systems chain to ensure friction-less order- and return processes.
- Generating and analyzing fulfillment rate reports to monitor and optimize order fulfillment processes.
- Monitoring and resolving discrepancies between S4 and our Warehouse Management Systems to maintain accurate inventory records
- Partnering with the Global Ecommerce Operations team to prepare D&T for peak season, including setting holiday order deadlines and establishing communication channels
- Conducting ongoing surveys to gather guest feedback on shipping and packaging
- Supporting the improvement and optimization of digital commerce processes across systems.
- Overseeing fulfillment performance across delivery carriers we are working with.
- Monitoring reseller-, system abuse and any other fraudulent activities.
- Working closely with the global and regional Digital Experience Team to constantly optimize the guest post purchase experience.
- Working closely with the regional Guest Service Team, the Warehousing Team, and the Global Ecommerce Operations Team to ensure a superb guest experience.
Here are some of the things you could be working on in the future:
- Supporting the development of future delivery, return and ‘unboxing experiences’ in the light of sustainability.
- Discovering opportunities to optimize pot-purchase experiences for our none-EU markets.
- Gathering industry insights, benchmarks and sharing updates to ensure a state-of-the art guest experience.
Are you our next Digital Commerce Operations Specialist EMEA?
- You have 3+ years of experience in digital user experience, e-commerce, or e-commerce related functions such as fulfillment and/or post-purchase experiences.
- You have a bachelor’s degree in business administration or a related field
- You are passionate about guest experience, always thinking in the shoes of the customer.
- You have proven expert level in managing digital experience improvements processes.
- You have experience with e-commerce systems across the entire guest journey (SAP, Magento, Adyen, etc.)
- You are innovative and creative, with a logical and methodical approach to problem solving.
- You are well versed in guest experience principles and fundamentals.
- You are an effective communicator and are enthusiastic about working in cross functional environments.
- You are proactive in identifying the root cause of issues and developing solutions.
- You remain highly flexible and adaptable when faced with ambiguity
- You effectively balance autonomy and collaboration.
- You inspire breakthrough thinking and continuous improvement.
- You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right.
- Your passion for your work is paralleled by your passion for getting outside and living it.
Equal Opportunity
Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.
Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.
All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.
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