As a Director Direct eCom Operations you will be overseeing the eCommerce business owners responsible for the domains with a more heavy component in the After Sales Journey  (Logistics, Payments, Customer Service & Back Office).

Your mission:

• Strategic counterpart of the D2C driver within Miele to make sure the required strategic initiatives and changes required to accelerate the ambitious eCom D2C goals
• Safeguarding there is a KPI framework in place to monitor these operations from central VG but with market specific insights to be able to oversee the effectiveness and create clear reporting for senior stakeholders.
• Identify and drive continuous optimizations to the customer experience, processes with regards to key topics along the eCommerce direct value chain, customer journey (Logistics, Fulfillment, Payments, Customer Service)
• Closely align with stakeholders at Central Functions (incl. other direct channels) and Markets to identify a strategic roadmap for the D2C After Sales Operations.

What success looks like in 2 years:

• Excellent and premium customer experience across the entire journey (end-to-end), with regards to Logistics, Payment & Service
• Highly efficient, automated, scalable supporting processes leading to cost savings
• Various process/customer journey improvements identified and delivered in collaboration with other (central) functions
• Strong collaboration with other (central) functions and markets
• Logistics and Payments as a differentiator in sales and marketing

Key metrics for the position:

• Direct eCom revenue, Channel Profitability (CM)
• Inventory availability rate, Order Delivery cycle time, delivery/shipment costs, % Orders delivered OTIF, Return rate, return costs
• No touch order rate, Order processing costs
• Payment costs, payment conversion rate, fraud rate
• CC Contact Rate for eCom (contacts per order)​, FTR, customer service costs, Online Service Contacts (% of overall contacts). Self-Help Solution Rate (% successfully resolved sessions)​, Technician Booking Online Conversion Rate (% successfully completed)​.

• Define Miele’s Direct eCom Payment, Logistics, Service Strategy and driving its execution
• Ensure senior management alignment with central functions on D2C After Sales topics (Payment, Service, Logistics & Fulfillment)
• Manage teams of Business Owners across Payment, Service, Logistics & Fulfillment
• Manage and support central strategic projects (e.g. COPAS D2C as representative from eCom)
• Order and Logistics Management: Monitor and optimize the process from product availability management, warehousing, packaging, pricing, delivery & installation, order communication, no touch order processing and returns 
• Service Management: Collaborate closely with sales back office and CC to ensure support is available for Direct ECOM customers and gather feedback for process/customer journey optimizations (e.g. with regards to self-help, technician booking, warranty sales, spare parts, etc.)
• Payment Management: Monitoring and optimizations of online payments (fraud, authentication rates, payment methods (e.g. financing)) 
• Reporting: Monitoring and reporting of KPIs with regards the processes in the value chain. Prepare regular sales forecasts, business performance reports
• Effectiveness: Identify improvements based on the developments of the KPI's based, taken central strategy and guidance into account.
• Collection and prioritization of regional business demands, facilitating effective communication and collaboration with central teams 
• Ensure close collaboration/synergies with other (direct) sales channels

• 10+ Years of professional experience of which 5+ years of experience in management consulting and 5+ years in a 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