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SAINT LAURENT Manager, Digital Operations

Saint Laurent - Regular
NEW YORK - United States of America

ABOUT SAINT LAURENT Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury prêt-à-porter in a 1966 collection called ‘Rive Gauche’, synonymous with youth and freedom. This shift represented a first critical step in the modernization of fashion and revolutionized the socio- cultural landscape. In 1999, the luxury goods division of the Kering Group acquired Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position the house at the summit of the luxury universe. Today, Saint Laurent collections include women’s and men’s ready-to-wear, shoes, handbags, small leather goods, jewelry, scarves, ties and eyewear.

We are currently seeking a Digital Operations Manager who will report to the VP Operations and Loss Prevention as part of our dynamic team in New York, New York.

ROLE

The Digital Operations Manager, Americas will play an integral role in elevating YSL.com and Saint Laurent’s partners’ sites to a position of having world-class digital operations. This role works cross functionally with brand operations teams: Merchandising, Client Services, Inventory Control, Kering Tech and Kering Group Operations teams:  Finance, Supply Chain and Logistics.  The role will collaborate with a variety of departments within the region to improve the customer experience and identify areas with opportunities for operational efficiencies within the digital business. n. is responsible for protecting the tangible assets and employees of Saint Laurent America.  The role will work closely with the VP of Operations and Loss Prevention as well as the AMER Digital Project Manager on a range of projects and initiatives.

MISSION

  • Order and Returns Management Performance
    • Oversee operations KPIs across digital sales channels: ysl.com, ship from stores, concessions and marketplaces including but not limited to:
      • In time orders and returns processing vs forecast
      • In time delivery by shipping service
      • Rejected items at picking / cancellation rate
    • Reviews and works on maintaining and improving concessions and marketplaces partners KPIs
    • Closely work with Central Digital team and local DC to identify possible issues with orders and returns and any impact on net sales and inventory
    • Defines and updates existing KPIs for YSL.com including but not limited to:
      • Partnering with the payment and fraud team on order review performance
      • Partnering with Client Services back-office team on order release and cancellation efficiency
      • Partnering with Kering Group Operations teams on order fulfillment and inventory management (Rejection and Cancellation KPIs)
    • Creates new reports and supports issues with existing reporting (using SCI reporting and Business Intelligence)
    • Shares weekly and monthly digital operations (orders and returns) performance KPI’s in partnership with Digital PM
      • Communicates performance KPIs for order management (pre-release) and order fulfillment (post release) to local partners in the DC with the objective of always improving services to clients.
      • Defines Shipping Services performance KPIs (Speed and Quality of service) with KERING and YSL partners for the Americas.
    • Closely work with Customer Service’s feedback regarding client experience, Shipping, Unboxing and Returns and builds plan to address opportunities including updates / creation of Standard Operation Procedures
    • Helps recommend and rollout new shipping services for Digital orders and Omnichannel services
    • Manages special packaging with Central Digital Team for ysl.com and marketplaces
    • Oversees and trains local warehouse team with branded packaging usage
    • Identify issues rapidly and escalate them as needed
  • Backend Systems support and enhancement
    • Reports back/front-end bugs to all involved stakeholders (YSL AMER, Kering Tech Team, YSL Central, partners)
    • Logs tickets and provide constant follow up and support on any updates.
    • Shares OMS requirements for areas regarding Omnichannel services.
    • Supports testing strategies on key projects
  • Project Management and Business Efficiency
    • Closely works with the Digital PM on all operation-related topics
    • Supports the launch of new local initiatives and WW programs as defined by the WW and local regional digital roadmap
      • Advocates on local regional adjustments and builds business with key stakeholders to support project scope
      • Coordinates execution with KERING partners
      • Defines project phases, requirements with YSL business teams within the region and Central
      • Coordinates and creates deliverables to support requirements through validation
      • Responsible for planning and on time delivery of projects.
      • For special projects, develops local opportunities with agile management of requirements and accelerated capacity to deliver services
    • Partnerships with E-concession
      • Monitors digital price changes
      • Manages End-of-season returns to local DC from concession partners when necessary
      • Liaises with the local Merchandising and Ops Teams on all communications with E-Concessions partners about inventory management, back-end integration trouble-shooting open issues and finance
    • Defines new processes in order to facilitate seamless operation procedures and standards

PROFILE

  • Bachelor’s degree in business or related field is required
  • Minimum 2 years of experience in digital operations arena
  • Experience working with E-commerce business platforms
  • Proficient computer skills including MS office (Excel, Powerpoint)
  • Strong communication skills
  • Strong analytical and reporting skills.
  • Strong management/leadership skills necessary to develop collaboration and partnerships across entire organization, 3rd party partners and outside agencies
  • Excellent written and verbal communication skills, strong presentation skills
  • Considers all pertinent facts and alternatives before deciding on the most appropriate action.
  • Co-operates within the group and across groups. Supports group decisions and prioritizes group goals.
  • Sets and maintains high performance standards and priorities.
  • Pays close attention to detail, accuracy and completeness.
  • Maintains high level of productivity and self-direction.
  • Plans and organizes tasks and work responsibilities to achieve objectives.
  • Adapts to changing work environments, work priorities and organizational needs.
  • Analyzes problem by gathering and organizing all relevant information.
  • Solution-oriented

Saint Laurent is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.

  • Full time
  • Nord America
  • United States of America
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