Director Direct eCom Operations​

Purpose of position

• Define the strategic and operational vision for Miele’s direct eCom business for the After Sales functions (Payment, Logistics, Back Office) and omnichannel collaboration
• Initiate and lead initiatives to centrally improve the eCom 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 eCom Direct Operations topics across the entire Miele organization

Responsibilities

• Lead a team of eCom 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 eCom 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 eCom growth targets on Net Sales, Profitability
• Excellent and premium customer experience in all Direct eCom 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