Sr. Manager, eCommerce Operations

About the role

At HUGO BOSS, we work as a team to apply our knowledge, skills and experience together and create a diversity of ideas and solutions. What unites us? We love fashion, we change fashion! At HUGO BOSS, you have the opportunity to contribute your personality, ideas and creativity — because only when we break new ground together can we create something unique. Become part of our team of more than 19,000 employees worldwide and shape your future at HUGO BOSS!

Responsibilities

• Team Management: Manage both the operations team (order and inventory management) and the customer experience team (customer service and customer journey experience). Ensure all metrics are within SLA while driving new initiatives and programs to improve the overall customer experience.
• Sales Driving Initiatives:
  • Develop sales targets, plans and strategies for chat and customer service teams.
  • Own and develop the online VIP program to maintain and grow relationships with top customers through communication, experience offers, white-glove issue resolution, and reporting.
  • Launch an onsite personal styling program to provide curated looks and elevate the shopping experience beyond traditional chat sessions.
  • Redesign onsite chat layouts (images, buttons, popups) and logic to increase chat adoption and sales conversion per handled session.
  • Collaborate with IT to launch a chatbot for FAQs and digital product recommendations.
  • Launch and monitor survey programs to gather customer feedback onsite and post-purchase to improve the shopping experience.
• 3PL Management:
  • Provide projections on inbound inventory and outbound orders; monitor and report on daily SLAs.
  • Manage daily inventory handling (receipt, put away, inbound carton closeouts, cycle counting, RTV, etc.) and order handling (OMS QA, on-time fulfillment, shipping SLAs, returns processing, refurbishment, rejection of out-of-policy returns, etc.).
  • Work with the logistics team to ensure timely processing and clearance of inbound merchandise and outbound orders.
• 3rd Party Customer Service Management:
  • Monitor daily customer service SLAs for calls, chats, and emails; ensure timely issue resolution and escalation handling.
  • Analyze CS reporting and adjust policies to improve first-response resolution rates.
  • Ensure regular agent training on product knowledge, upselling tactics, policies, procedures, website layout, and tools.
• Online Store Operations:
  • QA the HUGO BOSS website to identify and resolve operational issues or bugs.
  • Monitor and report on payment, fraud, shipping, checkout, chargebacks, promotional, and other site operational functions.
• Project Management: Act as project lead on operational initiatives related to online expansion into new countries, concession partners, and third parties to increase conversion and improve customer experience.
• Test Management: Collaborate with business and IT teams to develop test cases, ensure proper UAT, documentation, bug tracking, and retesting for flawless launches.

Requirements

• Independent, self-motivated, detail-oriented, reliable, organized, and excellent communication skills.
• Ability to work efficiently with all ecommerce stakeholders in a fast-paced environment.
• Deep understanding of eCommerce trends, needs, innovations, and pace.
• BS college degree.
• 4 years of eCommerce Operations or Retail Operations experience.
• Excellent project management and analytical skills.
• Proficient in Excel and PC operations.

Skills

• SAP (Retail and Production systems) / Business Intelligence Systems reporting
• Microsoft Office Suite: Excel, Word, and PowerPoint
• Familiarity with eCommerce software (SalesForce, payment gateways, online fraud tools, personalization tools, etc.)

Benefits

• 21 Paid Days Off (pro-rated based on first year of employment) plus Birthday off
• Paid Parental Leave for full-time employees
• Medical, Dental, Vision Benefits with Health Savings Account (HSA) option
• 401(k) with company match
• SHIP (Share Investment Program) offering employees the opportunity to acquire shares in HUGO BOSS AG at special conditions
• Flexible Spending Account (FSA)
• Generous Employee Discount Program
• Voluntary Benefits and Critical Illness coverage
• Company-sponsored Life and Disability benefits
• Employee Assistance Program (EAP)
• Discounts for auto/home/pet insurance

Pay

The expected base pay range for this position is $110,000 – $120,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and applicable certifications. Market and organizational factors are also considered.