Purpose of position
Define the strategic and operational vision for Miele’s direct eCom business for the After Sales functions (Payment, Logistics, Back Office) and omnichannel collaboration
Initiate and lead initiatives to centrally improve the eCom customer journey and supporting processes in collaboration with local and central teams
Maintain continuous operational and strategic alignment with other sales channels, functional departments and markets/clusters
Be the clear central go-to person for eCom Direct Operations topics across the entire Miele organization
Responsibilities
Lead a team of eCom Business Owners responsible for optimizing the direct customer journey and supporting processes related to logistics, payment and back office.
Ensure effective and efficient business operations of supporting functions in the eCom Direct customer journey (Logistics, Payment, Back Office) across the Miele Markets (VGs, Clusters)
Define and track operational (Process) performance KPIs and targets across the Direct customer journey in conjunction with stakeholders (e.g. Logistics)
Orchestrate and align a complex field of stakeholders across functions, markets, clusters and channels, both locally and centrally
Drive and support various strategic activities and presentations across Digital Direct eCommerce and Digital Business
How success will look like in 2 years
Achieving Direct eCom growth targets on Net Sales, Profitability
Excellent and premium customer experience in all Direct eCom touchpoints in regards to Payment, Logistics, Back Office.
Harmonized, efficient, scalable and measurable after sales operations processes across markets
Various process/customer journey improvements identified and delivered in collaboration with other (central) functions
Strong collaboration with other (central) functions, channels
What we are looking for
10+ Years of professional experience of which 5+ years of experience in management consulting and 5+ years in a senior management role in a digital driven business environment
Strong digital know-how, preferably in eCommerce or similar
Master’s Degree in Business Administration or related field
Significant management experience and strong proven leadership, project management, organizational and networking skills
Track record of building and managing strong relationships in a complex business environment
Ability to think strategically, analyze complex business problems, develop innovative solutions, drive a customer-centric culture and business transformation
Excellent written and verbal communication skills – proficiency in reading, writing, and speaking English, further languages (especially German) appreciated