The Omnichannel Operations Manager is responsible for overseeing global digital business growth, ensuring seamless integration between online and offline channels to provide an exceptional customer experience, in line with Tiffany &Co. strategy.
With a customer centric mindset, they build the plan of omnichannel initiatives anchored in the global eCommerce program, covering specifically for order placement, payment/fraud, delivery, omnichannel operations (eg warehouse and ship-from-store), and post purchase services.
They will actively participate in the eCommerce migration program and will lead the scoping for new country opening with the Regions and Digital Product counterparts.
The Omnichannel Operations Manager will establish a strong cross-functional partnership with Digital, UX, Customer Services, Retail, Supply Chain and IT counterparts at the head office and in regions to develop best in class Omnichannel practices and new ways of working that will support sustainable business performance.
Result-driven leader with excellent communications skills and attention to detail, they demonstrate adaptability and resilience in environments undergoing digital transformation challenges.
Key Accountabilities
- Identifies business opportunities and defines a global roadmap to develop omnichannel ecommerce growth, in accordance with the commercial strategy of Tiffany &Co.
- Defines KPI, analyses and reports the business impact of each initiative to maximize the sales revenue; adjusts and optimizes to ensure their long-term value. Performs regular and ad hoc business reviews, sending out recaps to the broader organization. Teams up with Performance team to develop the activity analysis and follow the KPIs.
- Oversees day-to-day operations of digital sales while making sure a seamless customer experience and frictionless operations are delivered across channels.
- Teams up with Digital in Regions and Retail partners to identify the high potential purchase behaviors and rolls out a plan of initiatives for the buy path up to post purchase, with order fulfillment operations included.
- Provides support to the Regions during key commercial moments to ensure smooth and efficient operations.
- Leads the business operations related to the geographical expansion of Tiffany in the digital landscape: for opening new countries, activating new features or new channels, in the context of the eCommerce platform migration included.
- Animates the cross-functional partnerships across Digital and IT in regions and at the head office and defines best in class practices to support the performance of the Omnichannel strategy.
Qualifications
- 5 years + experience
- eCommerce operations, omnichannel and retail operations, supply chain understanding, data analysis, change management.
- Soft skills: Communication and Leadership; Customer centric mindset; Analytical Thinking; Adaptability and Flexibility; Problem-Solving Skills; Project Management Skills
- Previous experience in international eCommerce landscape.
- Customer Services, POS and inventory system integration
- Luxury industry, Jewelry specifically.
The hiring range for this position ranges from $107,100 - $151,200. The rate of pay offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for bonus.