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Omnichannel Retail Operations Manager

2 mesi fa

Milano, Lombardia, Italia Ermenegildo Zegna Holditalia S.p.A A tempo pieno
About the Role

Ermenegildo Zegna Holditalia S.p.A is seeking a highly skilled Omnichannel Operations Manager to join our team in Milan. As a key member of our retail operations team, you will be responsible for overseeing and coordinating retail operations projects, easing store routines, and facilitating interaction with customers.

Key Responsibilities
  1. Project Management: Envision, lead, and coordinate retail projects related to omnichannel operations, working closely with e-commerce and digital teams and other stakeholders to ensure alignment and successful implementation.
  2. Process Development: Partner with IT and suppliers to develop new analytical and performance measurement tools to improve omnichannel reporting and KPIs.
  3. Standard Operating Procedures: Develop and communicate SOPs for retail operations, including back of house organization, end of season management, omnichannel orders (wrapping and packaging instructions).
  4. Marketplace Management: Together with e-commerce, set and oversee marketplace omnichannel flows and monitor results.
  5. Online to Offline Services: Implement and oversee online to offline services (i.e., online Book An Appointment, returns cross channels, etc).
  6. Operations Audits: Coordinate standard Operations audits at WW level for both offline (excellence program) and online (e-commerce mystery shopping). Challenge local organization to set recovery actions if needed.
  7. Initiative Execution: Liaise with e-commerce and digital teams to envision, monitor, and execute omnichannel initiatives and evolutions.
Requirements
  1. 6-8 years of Retail Operations experience.
  2. University Degree.
  3. Fluent English, other languages a plus.
  4. Extensive knowledge of omnichannel flows and services (distribution models, technical tools, KPIs, etc).
  5. Time and project management abilities.
  6. Continuous improvement oriented and disruptive approach.
  7. Strong leadership skills and ability to influence local markets and improve execution.
  8. Excellent organizational skills.
  9. Excellent management, analytical, communication, and presentation skills.
  10. Track record of establishing and implementing processes and strong execution.
  11. Availability to business travel.