E-Commerce Operations Specialist

Reporting directly to the E-commerce Operations Supervisor, the E-Commerce Operations Specialist will be monitoring a set of business KPI’s, perform analysis and present the results to support data-driven and efficient decision-making concerning all Operations topics (including returns and distribution) and assisting in management of daily operational flows, for all Guess B2C channels (website www.guess.eu, Omnichannel and Marketplaces).

Another key objective is delivering excellent user experience to e-commerce customers in terms of operational flow (shipping options, delivery time, returns option and reimbursement time) working together with and supporting the E-Commerce Operations Supervisor.

CORE JOB RESPONSIBILITIES

• Support the E-commerce Operations Supervisor in monitoring Operations KPIs, including warehouse and distribution performances and costs
• Support E-Commerce Operations Supervisor in data analysis of key KPIs and alert of any potential business impacts
• Support E-Commerce Operations Supervisor in identifying potential areas for improvement in shipping and delivery service, logistics- and returns-related customer flows
• Interact day by day with warehouses and couriers to ensure all orders are correctly processed and intervene to troubleshoot, if needed
• Provide warehouses with an accurate forecast of shipments and returns to be managed on a yearly, monthly and daily basis
• Monitor warehouse’s productivity by preparing, reviewing, and/or analyzing business reports and intervene in case of need to always provide the best service to the customer
• Prepare daily and monthly business reports concerning shipments and returns
• Monitor consumable goods’ stock and proceed with replenishments if necessary

• Monitor couriers’ performances, returns and courier problems in accordance with KPIs set

• Support the E-commerce Operations Supervisor in exploring & analyzing data related to Operations KPIs to optimize business processes and define data-driven actions to improve these KPIs (e.g. return volumes, shipping flows) to minimize the impact on sales & customer experience
• Identify areas to improve or optimize reporting, working closely with BI team
• Support the E-commerce Operations Supervisor in elaborating distribution and service charge costs budget and adjust it in accordance with sales projections on all B2C Channels
• Give instructions to the team and to e-commerce warehouse on how to handle and manage gadget promotions
• Support CEM and Omnichannel Teams providing an accurate service in terms of order management, shipments and returns

• Contribute to the projects’ implementation in all the steps, starting from the kick-off through the roll-out till the final release
• Touchbase together with Logistic team with new potentials couriers to expand the shipping/return offer on the website based on the customers’ demand and needs
• Prepare manuals for the CEM Team concerning Operational topics: couriers, returns, operational flows etc.
• Monitor benchmarks and prepare relevant reports, identifying points to be implemented or improved in terms of operations, processes, flows and customer service
• Cooperate with the whole E-Commerce team studying and proposing strategies for how the company can better present the user journeys to maximize sales and to improve customers’ satisfaction.

• Bachelor’s degree or equivalent
• At least 3-4 years of relevant work experience in a similar role and field
• Analytical mindset, attention to detail and love to work with numbers
• Capability of drawing conclusions from complex datasets and define data-driven actions
• Independent, precise, capable to work under strict deadlines, self-motivated and proactive
• Sense of ownership and pride in the performance and its impact on company’s success
• Team player and customer oriented
• Strong interpersonal and communication skills
• Eager to learn
• Excellent English, spoken and written. Any other European Language will be a plus
• Knowledge of warehouse and couriers’ processes will be a plus

• An International, fresh and dynamic working environment   
• Balance between work and personal life: Smart Working (Hybrid work model) and Time flexibility;
• Training & Development platform and paths
• Discount on our products both online and in stores

Don’t miss your chance to join a progressive and sustainable global company, which is constantly looking for new challenges and opportunities to grow in a competitive and tough market.

Guess promotes a people-first workspace, where their well-being and their development are part of the history and the success of the brand.

Do you think we’re a good match for you? Apply now to be part of our family!