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GUCCI Digital Operations Manager Japan

Gucci - Regular
Tokyo - Japan

Job Family Group Description - Sales / Omni-Channel: Combines all positions within the different sales channels: retail, wholesale and e-commerce. Also includes all activities to support store management. Job Family Description -E-Commerce: Enhances e-commerce business growth through the brand website. Ensures world-class e-commerce operations. Improves the customer experience as well as the ratio of revenue to net sales in e-commerce channels. Oversees e-marketing and CRM campaigns.

Role mission
The Digital Operations Manager will play an integral role in elevating the website to a position of having world-class ecommerce operations and associated processes and related systems to support high growth and rapid response to a range of situations.
The role will work closely with the Digital Operations & Projects Associate Director on a range of projects and initiatives, aimed at fueling future ecommerce growth. The role will partner with a variety of departments both within Gucci Japan and Kering as well as key partners in Italy Headquarters and other regions to improve the customer experience as well as the ratio of revenue to net sales.
The role will oversee, support and improve effectiveness of Digital Operations for the e-Division, supporting regional initiatives by overseeing logistical, functional and operational projects. This role will also play a key role in delivery of new initiatives to improve operating efficiencies, improve KPI’s, with a focus on growth projects (Omnichannel, iPad in store, Live Chat innovations, new partners, etc), ensuring successful implementation.

Key accountabilities
eCom Supply Chain & Inventory Management
• Oversee and optimize day-to-day order fulfillment to ensure timely and efficient order processing, ensure utmost customer satisfaction by reducing lead time
• Manage special orders fulfillments (DIY, MTO, Fragrances, Makeup etc.) processes
• Manage stock movements, price changes operations, stock count at warehouse etc.

Logistics Operations
• Responsible for managing and optimizing functional operations for ecom business and Gucci Employee Sale online, in partnership with our 3PL and shipping carriers
• Oversee the 3PL warehouse team, to ensure timely and efficient operations (e.g order processing, all logistical aspects for special projects & launches), according to agreed SLA’s, right procedures and business seasonalities. Consolidate digital operations documentation to guarantee clarity and accountability across stakeholders.
• Ensure quality inspection adapted to ecom client demands and monitor before sales & after sales activities with product care team as necessary.
• Train warehouse personnel on eCom operations and procedures, new services, continually monitoring KPI’s and client satisfaction levels related to presentation, fulfillment, efficiency, and operational flows.
• Manage the deliveries, packaging and stationary budgets, both for standard and special capsule collections, according to Gucci unboxing and packaging guidelines.
• Develop and maintain positive relationships with internal departments and external vendors
• Be the escalation point for freight and fulfillment related issues
• Ensure compliance to Security Management policies, to all Gucci and Kering Policies, Procedures and Guidelines.
• Report all incidents, hazards and near misses as required to eCom/Human Resources/Finance/Security, where applicable
• Utilize all company tools & dashboards (iPhone, iPad and company applications) effectively and provide feedback for improvements.
• Ensure active participation on company provided platforms such as Workplace, Workday, LUCE etc.
• Keep abreast on industry trends, best practices : run competitors’ sites analysis with specific deep dives on services (delivery, omnichannel etc.)

Operations Reporting
• Report Ops KPIs with Kering Logistics, Gucci WW Digital Operations team and technical support team and communicate in Ops reviews weekly, monthly forecasts, warehouse risks & opportunities, and any updates to key projects, initiatives or efforts with relevant parties regarding systems and processes.
• Provide warehouse projections on expected increases in order volume for key seasonality and negotiate labor resources
• Prepare daily status report on ship sales vs forecast, warehouse ship KPIs activity and pre and back order metrics, courier analysis, returns&exchanges metrics, inventory status.
• Report G1/OMS sales reconciliations and drive resolutions, flag any issues to Finance team.
• Provide other reportings as necessary (iPad in store, omnichannel KPIs browse and shop store inventory, etc).
Support eCom Forecasting process
• Work closely with Finance to produce monthly net sales forecasts, strategic initiative performance and variable expenses projections. Oversee daily forecasting and communication to operational partners in Warehouse and Client services team especially on expected increases in order volumes to plan warehouse labor scheduling for key seasonality peaks.
• Develop Reporting and Analysis: Provide operational/supplemental analysis and reporting as needed for operations, IT, logistics and finance partners
• Lead operational and financial analysis of key performance indicator (KPI) trends as well as expense variance reporting and analysis. Prepare ad hoc analysis of selected operational and financial topics to support decision making & business cases.

Systems analysis & improvements
• Operational Excellence: expand and improve upon current processes, proactively suggest and prioritize optimizing functional operations / OMS enhancements related to order fulfilment/shipments/warehouse procedures. Monitor customer NPS survey results & benchmark to suggest enhanced customer experience to find resolution to customer friction points & improve customer satisfaction (embossing experience, gift experience, delivery options on .com, innovative services) and ecommerce Warehouse efficiencies.
• Work with the technical support teams to report and track bugs (tickets), test new technology releases (QA/UAT), participate in calls, and communicate ideas for new enhancements. In-region UAT lead for planned releases, upgrades and migrations, as led by WW.
• Manage & budget as necessary for initiatives such as Warehouse space expansion, new services, new systems operations, new 3rd party vendors - support technical changes and work in partnership with Gucci Client Services BackOperations team and HQ.
• Partner closely with the Client Services Back team on Fraud to support key business operational needs & efficiencies.
• Liaise with Retail Operations to consolidate retail and digital processes and flows between Global and Regional teams.
• Partner with various stakeholders to co-create an elevated luxury experience, including: WW Digital Operations, Global Kering IT, Client Services back office, Warehouse, Logistics, Carriers, Retail Operations, Site Digital Merchandising, and Analytics. Ensure each completes their deliverables in time, escalating as necessary to have support.

Build & Optimize Order Management System
• Lead new OMS Order Management System transformation project (from Oracle to Manhattan) in partnership with MIS team, Client Services Back team, Kering Logistics, Merchandising teams and Finance. Create and maintain project materials, such as business requirements, timelines, cost estimates, status reports. Interface with key partners, internal or external to support system new requirements, technical improvements, testing changes.
• Suggest OMS enhancements that can impact efficiencies with order fulfillment & order shipments and warehouse procedures. Develop OMS Back-end operations manuals when new functionalities and procedures.
• Partner with Inventory Planning & Merchandising teams leveraging new Order Management System OMS in building future inventory management processes allowing full stock mutualization/transfers reduction/replenishment tactical actions/stock allocation optimization across channels/iPad in store maximization.
• Leverage OMS capabilities for order fulfillment: prioritization, shipping rules, value added services and to deliver best in class experience from click to delivery and with return/exchange experience.
• Identify strategic opportunities such as new supply chain (click and collect, ship to store, ship from store) schemes as well as improvements in existing schemes (Try&Buy service, Embossing personalization service etc.).
Requirements - Key behavioral competencies - basics

Key Requirements
• 5-7 years experience in e-commerce operations, e-commerce logistics, e-commerce warehouse operations, e-commerce inventory management or supply chain
• Strong analytical skills with ability to build operational KPIs reports to monitor and interpret the data.
• Proven strong operational performance within a high volume and high turnover retail environment. Experience in Fashion Digital industry a plus.
• Bachelor Degree (majors in Business, Economics/Finance, Engineering, Statistics, Computer Science, Mathematics).
• Omnichannel inventory management experience, Omnichannel solutions knowledge in a Retail environment a plus.
• Experience with WMS and OMS systems (Oracle & Manhattan) a plus. A fundamental understanding of the files and systems architecture commonly used in eCommerce operations.
• Japanese native and English fluency a must

Required Skills
• Strong Analytical skills .and Problem-solving skills. Strong business acumen to create competitive advantages.
• Customer-centric attitude. In-depth knowledge of the desires, needs and expectations of luxury clients.
• Strong team player, acting decisively to deliver customer satisfaction and sales results
• Proven ability to work in a dynamic, challenging, high-volume environment, highly pressured roles and situations
• Ability to be flexible, agile, influential across multiple business functions, in a matrix environment Global / Regional to meet business needs
• Positive, enthusiastic, with an ongoing commitment to achieving high quality results
• Self-starter, able to balance multiple priorities and meet deadlines
• High attention to detail and a strong, professional work ethic
• Strong written and verbal communication skills
• Proficiency in MS Teams/Outlook/Excel/PowerPoint/Word, in using technology and learning about updated technologies.

  • Full time
  • アジア
  • Japan


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