About OTB Group
OTB is an international fashion group comprising the iconic, unconventional brands Diesel, Jil Sander, Maison Margiela, Marni and Viktor&Rolf. It also controls the Staff International and Brave Kid companies and holds a stake in American brand Amiri. OTB – short for "Only The Brave" – believes in the possibility of pushing beyond the frontiers of fashion and style to support the creativity of international talents and express in full the innovative spirit and uncompromising courage of its founder and chairman, Renzo Rosso. With more than 6,000 employees worldwide, the Group is founded on a digital approach centred on the consumer, a concrete long-term commitment to the creation of a sustainable, technologically driven business, and close attention to social issues through the OTB Foundation.

The Digital Operations Coordinator has 2+ years of experience in a fast-paced e-commerce team following industry best practices. They demonstrate strong attention to detail, operate with a sense of urgency, and possess solid operational skills. They have a background in client service and have managed escalation queues, ideally within a luxury environment. They are capable of working independently, taking ownership, and showing initiative.

Responsibilities:

• Oversee and maintain day-to-day operations of the Salesforce platform, including updating product listings, product launches and promo launches
• Manage external Customer Service agency
  • Answer and problem solve for all escalated inquiries
  • Training agency on best practices - voice of the customer and distance selling
  • Weekly call to review cases and work through case improvements, review outreach and failed payments, Net Promoter Score (ensuring any detractor is addressed properly and if possible, rectified internally)
  • Oversee UPS claims
  • Oversee chargebacks
  • Coordinate and support on in-store product knowledge trainings
• Maintain and monitor weekly/monthly reporting – including but not limited to inventory, cancellations and returns
• Ensure warehouse and stores are processing shipments in a timely manner
• Monitor fulfillment and cancellations rates on a weekly basis to inform business of abnormalities
• Monitor return reasons to assess business critical issues and propose solutions
• Provide ad hoc support to the warehouse and Omnichannel store teams
• Partner with Retail and Operations to ensure synergies between online and offline strategies
• Forecast yearly packaging and work with vendors and stores to manage replenishment
• Train new stores on Omni Channel services and best practices
• Manage all site and operational tickets through Jira
• Manage all Retail Stores Omnichannel inquiries (19 stock points)
• Collaborate with cross functional teams in Paris and Milan
• Participate in ongoing process improvement initiatives with internal stakeholders to streamline daily operations
• Develop a deep understanding of the digital customer experience and identify opportunities for improvement

Preferred Skills & Experience:

• Salesforce Commerce Cloud experience preferred
• Interpersonal skills and vendor relations
• Strong organizational skills with excellent attention to detail