Ecommerce Operations Manager

Wayne, New Jersey, United States
22 Jun 2022
23 Jul 2022
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.

Job Description

KERING Ecommerce Operations Manager, Americas

Job Family: Logistics and Operations

Job Title: Ecommerce Operations Manager

Location: Wayne, NJ

A global Luxury group, Kering manages the development of a series of renowned Maisons in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Maisons to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: "Empowering Imagination."


As the E-Commerce Operations Manager, you will be responsible for the day-to-day operation. Duties include but are not limited to B2C order fulfillment, reverse logistics management, process enhancements & project management to build a more efficient operation, and customer service support to ensure efficient ecommerce operations across all brands in our Distribution Center located in Wayne, New Jersey

  • Manage the Ecommerce Operations Coordinators to ensure all orders are processed within SLA and issues are clearly communicated to the brand(s) customer service teams
  • Work with the brand(s) to update guidelines and provide to the 3PL to ensure associates are trained properly
  • Partner with the 3PL to verify all SOPs are up to date and are being followed correctly
  • Review daily forecasts with the 3PL and confirm they have the staffing in place to operate within SLA
  • Review backlogs - due to operational issues, systemic issues, weather, etc. - and ensure the 3PL has a plan in place from headcount and overtime shifts to get back within SLA
  • Inform the brands of current backlogs, known customer order issues, 3PL staffing structure, and packaging inventory requests as needed
  • Work with the 3PL to reduce order cancellations
  • Understand the major customer complaints and then partner with the Kering process engineer and DSV operations team to enhance processes to reduce complaints

  • Partner with the global Eagle team on projects and be the US advocate to ensure all systemic requirements are in place and tested prior to go-live
  • Partner with the local brands to understand upcoming initiatives, expected go-live, and then work with internal Kering teams and DSV operations and tech teams to build out a project plan that aligns with the go-live
  • Review all Kering internal processes as well as 3PL DC operations processes and work with the Kering Process engineer to reduce waste, increase throughput, and tighten controls

  • Review orders that fall outside of SLA and work with the 3PL to ensure the orders are resolved ASAP
  • Review packaging inventory on a weekly basis with the 3PL so Kering knows when new materials need to be ordered
  • Provide ad hoc reporting requests as needed

  • Bachelor's degree in Industrial Engineering, Logistics, Supply Chain Management, Industrial Technology or related field
  • 4-7 years of professional E-commerce logistics development in the field of fashion (preferably luxury)
  • Capable of working under pressure and prioritizing multiple tasks and inputs from stakeholders
  • Strong organizational skills
  • Adept in Ms Office (especially Excel)
  • Knowledgeable and well versed in OMS and WMS systems and their nuances
  • An individual with excellent analytical, problem solving and organizational skills

Job Type

Start Date

Full time

Kering Americas Inc.

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