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