Omni-channel Solutions Coordinator

Presentazione dell'azienda

The Armani Group is a leading company in the fashion and luxury sector, with more than 7,620 employees and Importante Azienda production plants. Its three core brands - Giorgio Armani, Emporio Armani and A|X Armani Exchange - are active in all the world’s major countries, across many continents. With origins firmly rooted in Italy, but also with a cosmopolitan vision and culture, the company has grown since it was founded in 1975, expanding its offer from clothes and accessories to cosmetics, fragrances, eyewear, watches, jewellery, and furniture and furnishing accessories. Today, therefore, as well as being well known in the area of fashion, the Armani Group is also renowned in the sectors of interior design, food and beverage, and hotels and resorts.

Descrizione del posto (Mansioni)

Background

Armani Group has undertaken a Digital Transformation path within the overall business strategy focused on:

- Customer centricity
- Enhancing Consumer Journey
- An excellent while consistent customer experience throughout all business and communication channels
- Simplification and integration of all the processes related to customer experience
- Delivering excellent while effective services

In order to support such a customer centric strategy, the IT Department has undertaken an Importante Azienda path towards a Customer First Operating model, possibly evolving to a product based operating model and organisation in the mid-term. The IT department is on a path that aims at innovating all the solutions supporting:

- The omni-channel integration as to enable the business to offer a luxurious experience to the final customers
- The transition from omni-channel to multi-experience

The scope of this Importante Azienda focused on omni-centricity/multi-experience encompasses (although it is not limited to):

- Customer related aspects
- Order Management System
- Integration with Marketplaces
- Bridging online business with Client Services and Brick & Mortar and vice-versa
- Ability for the final customer to reach out to Armani from everywhere and at any point in time through the customer preferred communication channel (Multi-experience)

With the ultimate objective of building a “customer” and “value generation” obsessed IT Leadership, we are looking for the “Omni-channel Solutions Coordinator”

Role Mission

Reporting to the Head of Business Solutions, the Omni-channel Solutions Coordinator (OSC) will be in charge of the identification, selection, implementation, Importante Azienda and support of all the solutions related to the role’s scope (cloud based, API/Microservices integrated, on-prem). The OSC will proactively support the Head of Business Solutions in setting the vision, building and executing the strategy related to the Omni-channel/Multi-experience Ecosystem of all the businesses managed by the company (Fashion & Luxury, Food & Beverage, Home Furniture etc.), throughout all channels.

With a proactive and value generation driven approach, the OSC will be the main IT strategist, executor and actor in:

- Order Management System identification & implementation
- The possible e-commerce internalisation project
- Design and realisation of the solutions supporting the omni-services
- Transition from Omni-channel to Multi Experience

The OSC will partner with several business departments such as (but not limited to) Digital Business, Retail & Omni-channel, Client Engagement at Global Level; in particular a strong and tight partnership will be established with Digital Business.

The OSC will partner with the entire IT professional family, particularly with other Corporate IT teams such as Retail, Client Engagement, Data Strategy & Analytics, Enterprise Architecture and all the Regional IT units.

The OSC will oversee research and scouting of new technologies in the Omni-channel field.

The OSC will manage a team of talented solution specialists; the OSC will be in charge of, leading, managing, mentoring and growing each resource. The team will support the OSC in the definition, implementation, enhancement, support and maintenance of the adopted solutions.

As an empowered Senior Officer and having a high degree of delegation, the OSC will make appropriate decisions in order toleverage technology investments and capital to support the company’s long-term revenue and growth goals.

Key Accountabilities
- Stay on top of Omni-channel/Multi Experience trends and developments by continuously researching and scouting new possible solutions as to foster company’s revenue or enhancing the service to customers throughout all the touch points
- Gather, consolidate and interpret business requirements; translate business requirements into functional specifications, such as user stories, which will be handed over to the agile delivery team for development and implementation
- Create and update use cases, user stories, wireframes, functional specifications, user acceptance criteria, and configuration specifications
- Image and propose UXs appropriate and consistent with defined Omni-channel/Multi Experience Customer journey/user stories
- Curate, monitor and measure the overall business adoption of the implemented solutions via KPIs
- Make presentations to Business Managers and Top Executives
- Manage the relationship with software vendors, System Integrators, freelance consultants
- Create timelines for the development and deployment of all the solutions related to Customer Relationship
- Maintain a consumer-focused outlook and aiding in the delivering of Omni-channel/Multi-experience projects to market
- Scout, select and manage external consulting partners, vendors, suppliers

Profilo
- Bachelor’s/Master’s degree in Scientific Disciplines (STEM)/Business/Marketing
- 6+ years working in a technological role
- 3+ years in a coordination/managerial role
- At least 3 years of experience with omni-channel environment & projects
- Familiarity with Omni-channel programmes and policies
- Proven previous experience in playing a major role in 1+ omni-channel projects implementing the following items is a must have:

- OMS & unique level of stock among business channels (e.g. online, retail, wholesale)
- Cross-channel services between online and brick & mortar (e.g. but not limited to order on line pick up in store, ship from store, endless aisle, distance sales etc.)
- Knowledge and previous proven experience with one or more OMS major platforms such as Manhattan MAO, Fluent Commerce, Big Commerce, Commerce Tools, IBM Sterling, Oracle OMS a must
- Knowledge of stock efficiency & revenues maximizing practices and some proven experience of relating solutions (i.e. OMS configuration to go over traditional stock segregation by channel)
- Knowledge and previous experience with Multi Experience Development Platforms (MXDP) such as Mendix, Salesforce, OutSystems, Builder.ai a plus
- Knowledge & Experience in the following constitutes a plus:

- Product based organisations & teams
- Agile approach
- DevOps/DevSecOps operating model
- Familiarity with the global market is a must
- Proven analytical and quantitative skills combined with the ability of viewing the big picture, ability to back up assumptions and develop business cases
- Strategic thinking and strong business acumen combined with excellent leadership, team building, and management skills
- Exponential growth mindset combined with appetite to learn and upgrade the professional profile
- Proven ability to work on site and remotely within an international team spread over multiple time zones
- Problem-solving aptitude combined with excellent verbal and written communication
- Must be flexible, adaptable to change, and able to multi-task in a fast-paced diverse environment
- Must be a Pioneer, Trailblazer, Dynamic, Passionate, Inclusive with a Global Vision
- Fluency in Italian and English is a must