Digital Operations Manager, EMEA

I FEEL really LUCKY to be SURROUNDED by SUCH a GREAT TEAM. I’m not only GRATEFUL that they’ve HELPED me ACHIEVE my GOALS, but also that I CAN GIVE them a PLACE WHERE THEY can ACHIEVE theirs.

- MICHAEL KORS -

We have an exciting opportunity for an

Manager, Digital Operations, EMEA

Department overview:

Digital commerce is critical to the future success of Michael Kors. The brand is committed to delivering global revenues of €0.5bn from these channels over the next few years. Central to that growth is the Digital Operation team located in London (UK), that currently manages eight localized transactional websites, servicing 50 countries (and growing) including UK, Germany, France, Spain, Italy, Australia, Singapore, Russia, India, UAE, South Africa and more.

Established in 2016 the department has undergone rapid expansion as it strives to deliver an aggressive development roadmap alongside equally aggressive revenue aspirations. Striving to be the organization’s digital centre of excellence, the digital team own both the regional e-commerce platform, mobile applications and all Omni-Channel platforms that facilitate online and in-store ordering, order and collect, and store order fulfilment.

Leveraging and coordinating with a global network of operations partners via the DC in Venlo (Netherlands), Customer Support Centres in Barcelona (Spain) and Galati (Romania), and parent organization located in New York (USA), the department is a fast-paced, ‘can-do’, entrepreneurial environment that is rewarding for those accomplished team-players who are willing to take ownership and be both hands-on and strategic at the same time.

Who You Are:

A highly organised, detail-oriented person with strong communication and project-management skills. You are energetic, positive, reliable, a keen-learner and self-motivated. You thrive in a rapidly changing environment where priorities often change and are able to work well to deadlines and perform multiple tasks effectively and concurrently. Above all you have a passion for the customer and all elements of the customer experience.

What You’ll Do:

The Digital Operations Manager is a key member of the EMEA Digital team.

It is a multidisciplinary role, where the primary purpose is to ensure the efficient and effective day-to-day operational management of the EMEA and Global Ecommerce sites and Omni-Channel processes.

The Digital Operations Manager also plays an important role in the successful roll-out of new Omni-Channel features and functionality, as well as the continuous program of optimization of the EMEA and Global websites.

Digital Commerce

Day-to-day responsibility for the efficient and effective running of the EMEA ecommerce websites, including tools, processes and procedures.

Key partner for cross-functional teams including customer service, warehouse operations, logistics, loss prevention, retail operations and ecommerce IT, working together to deliver excellent customer experiences.

Key partner for 3rd party vendors, ensuring smooth and productive working relationships and processes.

Subject matter expert in the ecommerce platform, systems and tools, working to support cross-functional teams, and advise on process.

Supporting projects with UAT where required, ensuring accuracy and that all timelines are met.

Stakeholder in project launch activities and plans, ensuring that business teams are aligned and communication is clear and effective.

Using insights and analysis to investigate any potential issues throughout the end-to-end customer journey, and suggesting opportunities for improvement - with particular focus on checkout and payments.

Building and distributing ecommerce operations reports, summarizing and providing analysis and insight into trends.

Omnichannel

Day-to-day responsibility for the efficient and effective running of omni-channel processes and procedures.

Managing the operational roll-out of new features and omni-channel projects, ensuring all business teams are up-to-date and communication is clear and concise.

Managing documentation in relation to omni-channel operations processes and ensuring this is up-to-date and maintained.

Subject matter expert in the in-store assisted selling app.

You’ll Need to Have:

5+ years’ experience within a similar E-commerce / Omni-Channel operations role, preferably in fashion retail.

Experience working across multi-lingual, multi-currency sites.

Experience working across omni-channel initiatives such as collect in store.

Experience working with customer service, loss prevention, logistics and payments.

Experience working across ecommerce project launches, including participation in UAT.

Experience managing project roll-outs.

Detail-oriented with strong organisational and people management skills, able to work well to deadlines in a changing environment and perform multiple tasks effectively and concurrently.

Demonstrated ability to manage and build great relationships with both internal and external stakeholders.

Demonstrated ability to work both independently and within a collaborative team oriented environment using sound judgment in decision-making.

Demonstrated ability to work in a fast-paced, “self-starter” environment.

Strong problem solving and trouble shooting skills.

We’d Love to See:

A passion for the customer and all elements of the customer experience.

Energetic, positive, reliable, a keen-learner and self-motivated.

Highly organized, detail-oriented, analytical person who has strong communication and project-management skills.

You thrive in a rapidly changing environment and are able to work well to deadlines and perform multiple tasks effectively and concurrently.

A team player who has a positive ’can-do’ attitude, who is energetic and enthusiastic and has a sense of urgency.

You bring solutions to solve problems and act in a methodical, prioritized and time-focused manner.

An ability to effectively multi-task and meet simultaneous tight deadlines.

Consistently demonstrate the ability to thrive in a challenging environment where priorities often change.

At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V