Job description
Purpose of position Define the strategic and operational vision for Miele’s direct e. Com business for the After Sales functions (Payment, Logistics, Back Office) and omnichannel collaboration Initiate and lead initiatives to centrally improve the e. Com 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 e.
Com Direct Operations topics across the entire Miele organization Responsibilities Lead a team of e. Com 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 e.
Com 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 e.
Com growth targets on Net Sales, Profitability Excellent and premium customer experience in all Direct e. Com touchpoints in regards to Payment, Logisti cs, 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