WOW Online Operations Manager

About WOW

We’re WOW, a new innovative retail concept on a mission to create the retail of the future!

WOW aims to become the global go-to marketplace for early adopters to discover what’s new. In short, we’re an omnichannel platform that combines unique physical locations and an online marketplace (WOWShop.com) and partners with Direct to Consumer brands and established brands to create unique retail experiences.

With a very customer centric approach, our goal is to constantly surprise our clients with outstanding customer experiences and carefully curated product selections, from established brands to up and coming designers. We're here for the crazy ones, the early adopters, the ones who see things differently and want to experiment, try new things and are open to be surprised. Our approach to retail combines passion, innovation, sustainability and social responsibility.

Launched in 2020 we're a VC-backed company and we've secured our first location in Madrid, with plans to open late 2021. The building has 5.500 sqm and is located at the city center in Gran Via, Spain's first and Europe's third most busy street in terms of footfall.

Reporting into the Marketplace Manager at WOW, you will play a key role in coordinating e-commerce distribution activities to improve shopper experience and order profitability. In addition, you will play a critical role to improve the Customer experience, expand our capacity and improve efficiency.


What You’ll do

  • Support strategic discussions around customer experience, merchants performance and business opportunities
  • Challenge the status-quo, suggest improvements of processes, reports and performance steering tools
  • Define and solve our customers queries in a timely, friendly manner
  • Deliver smart decisions while paying attention to details and following processes
  • Work proactively with online tools to deliver high customer satisfaction
  • Drive global improvements in Order Profitability and Shopper NPS for e-commerce deliveries by collaborating closely with partners in Digital, E-commerce, Supply Chain, Consumer Services, Fraud and Finance teams
  • Set up and supervise e-commerce fulfilment, critical metrics and address any real-time issues (e.g. delivery delays, returns increases) to the appropriate teams to action (e.g. shopper communication, product quality)


Who you are

  • You have gained at least 3 years of relevant experience in e-commerce, marketplace or retail/logistics environments and have hands-on knowledge in order management or operations
  • Results orientated with a focus on quality, efficiency and operational excellence; attitude of continuous improvement but also the ability to truly innovate
  • You are highly organized self-starter and have experience in creating processes and structure for the teams
  • Keep calm and focused in a dynamic, fast-paced environment working towards targets. Multitasking doesn’t stress you out
  • You are a self-starter with a proactive problem-solving mindset and a strong drive to get things done of relevant experience working in a major consulting firm, a start-up or a fashion e-player. Experience in supply chain, operations or key account management is a plus
  • You have excellent analytical and synthesis skills with a strong drive for problem solving and to get things done
  • You have strong stakeholder management and professional communication skills
  • An enthusiastic, positive approach and determination to overcome obstacles
  • A great communicator and negotiator with a sales mindset that has the ability to build relationships and influence others
  • Ability to think strategically and develop long-term plans for channels, retailers and products.
  • You are comfortable with ambiguity and have a scrappy, roll-up-your-sleeves willing to take action attitude.
  • A person who does not accept t "average" or "ok", and believes that only excellence is acceptable
  • A natural collaborator with outstanding verbal and written communication skills
  • Action Oriented: proactive and able to move projects forward without continuous motivation or direction.


Experience you bring

  • You have gained at least 3 years of relevant experience in e-commerce, marketplace or retail/logistics environments and have hands-on knowledge in order management or operations
  • Experience implementing and optimizing omnichannel order management systems across multiple sales channel (stores, online, partners) and across regions
  • Deep knowledge of e-commerce fulfilment, logistics, fraud and customer service best practices
  • Accomplished professional history of delivering projects within scope and budget, on-time, while meeting required quality standards
  • You are highly organized self-starter and have experience in creating processes and structure for the teams
  • You are a self-starter with a proactive problem-solving mindset and a strong drive to get things done
  • You have gained professional efficiency in both spoken and written English
  • You are customer focused and passionate about delivering excellent customer service
  • Successful experience in managing complex business environment by developing tailor made solutions
  • Proven experience building positive working relationships, cross-functional teams, including demonstrated success in managing and influencing without direct authority
  • You're fluent in English (both written and spoken) and Spanish. A third language is a plus


Benefits

All for one, one for all is part of our DNA, hence, you will have the opportunity to:

  • Contribute to the growth of a company with a very big ambition at a very early stage
  • Join a company where people come first in a young and unbeatable work dynamic environment and great talent where we truly live our values
  • Join a team of co-founders and investors with a successful company-building track record

Or, know someone who would be a perfect fit? Let them know!

Already working at WOW Shop?

Let’s recruit together and find your next colleague.

email
@wowshop.com
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