Ecommerce Operations Director

5 days ago

London, Greater London, United Kingdom Bose Full time
About Bose

We believe sound is the most powerful force on earth. We've dedicated ourselves to improving it for nearly 60 years.

Job Description

This exciting opportunity is for an Ecommerce Operations Director who will play a pivotal role in strategically managing and overseeing day-to-day operations of our regional digital commerce business in Europe, Australia, New Zealand, and Japan.

Your primary focus will be to drive execution to meet roadmap, financial targets, and KPI commitments, while identifying and implementing improvements to enhance site and customer experiences in alignment with our commercial strategy and goals.

Key Responsibilities
  • Develop and implement sales strategies to achieve revenue targets, overseeing commercial campaigns such as Holidays, Mother's Day, Father's Day, Summer Sales, Click Frenzy, etc.
  • Monitor customer experience (CX) across cart and checkout processes, initiating corrective actions in collaboration with Site Analyst.
  • Manage post-purchase transactional communications, including order tracking, ParcelLab, email, and service team interactions.
  • Establish SLAs and ensure visibility across Customer Service, Order Management, Cash to Order, and Logistics operations.
  • Manage post-purchase Net Promoter Score (NPS) surveys, ensuring actions are taken to meet target NPS.
  • Project manage the implementation of site functionality in collaboration with Product Owners and DXP Lead.
  • Scope new commercial and checkout functionality with third-party providers (e.g., Extend, AfterPay, Forter, ParcelLab) in collaboration with internal subject matter experts (SMEs).
  • Coordinate implementation of Dynamic pricing strategy and functionality.
  • Establish an operating model across ecommerce sales and value chain partners.
  • Map transactional messaging across different platforms for post-purchase messaging and surveys.
  • Establish an Ecommerce knowledgebase strategy and kick-off documentation processes and ownership.
Requirements
  • Previous experience in leading ecommerce operations.
  • Proficiency with Hybris and Salesforce platforms is preferred.
  • Demonstrated independence and accountability in managing complex projects.
  • Strong background in marketing and finance is highly desirable.
  • Experience working in international markets, particularly in the EU and APAC regions, is an advantage.
  • Fluent in written and spoken English.
  • Familiarity with Jira, Salesforce Commerce Cloud.
  • Experience working within Agile structured teams.
  • Attention to detail.
  • Understanding of process development.

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