Senior Operations Manager (Customer Order) (m/w/d)

OBI Group Holding SE & Co. KGaA • Cologne

Cologne

 

Als Teil von OBI befähigen wir Menschen dazu, ihr Zuhause kreativ und individuell zu gestalten. Egal, ob es um einen neuen Look für die Küche oder das Gartenprojekt mit der ganzen Familie geht: Wir inspirieren, beraten und helfen dabei, tolle DIY-Projekte umzusetzen. Arbeite gemeinsam mit uns daran, den Baumarkt digital zu machen und ein umfangreiches Service-Ökosystem zu entwickeln. So erschaffen wir einmalige Kundenerlebnisse!

E-Commerce und X-Channel sind fester Bestandteil dieser Zukunft. Wir sind davon überzeugt, dass uns eine noch stärkere Verzahnung unserer digitalen Aktivitäten mit unserem stationären Geschäft große Wachstumschancen ermöglicht. Daher bauen wir unseren E-Commerce-Bereich systematisch über alle Länder weiter aus. Für unser wachsendes Team suchen wir talentierte Digital Natives und erfahrene Experten, die unsere X-Channel-Operations mit neuen Ideen vorantreiben und Freude an Teamplay und Innovation mitbringen.

Wir bieten ein sich kontinuierlich entwickelndes Arbeitsumfeld mit großem Gestaltungsfreiraum und spannenden Herausforderungen auch im internationalen Umfeld. Koordiniere einen Teil unseres jungen und hoch motivierten Teams und trage als Senior Manager X-Channel Operations dazu bei, unsere Prozesse und Organisation mit Hochdruck weiter voran zu treiben.

Deine Aufgaben

  • Du bringst den Bereich X-Channel Customer Order Operations für unsere digitalen Kanäle auf das nächste Level – verantwortest die Erreichung strategiekonformer KPI-Level und begleitest Projekte rund um das Order Management. (Customer Order=Kundenbestellung über die Webseiten)
  • Du analysierst die Performance der zugeordneten KPIs und deren Treiber unter wirtschaftlichen und strategischen Gesichtspunkten, identifizierst Hebel, entwickelst und führst Optimierungsmaßnahmen, um die Prozessqualität für unsere Kunden:innen zu steigern
  • Du konzipierst und koordinierst die operativen Maßnahmen-Roadmap zur Qualitätssicherung und Optimierung auf Basis von Prozessanalysen
  • Du leitest (Teil)Projekte im Order Management mit starkem IT-Bezug (B2C ERP Umfeld) im nationalen und internationalen Kontext und bist auch aktiv in das fachliche Testing neuer ERP-Releases eingebunden
  • Du arbeitest eng mit den relevanten Stakeholdern aus unterschiedlichen Bereichen zusammen (z.B. IT/BI-Abteilungen, Fulfillment, Business Development, Customer Care, Accounting)
  • Du bist für Anfragen aus dem Kundenservice und Filialmärkten in den operativen Support integriert

Dein Profil

  • Du hast ein abgeschlossenes Studium der Betriebswirtschaftslehre, Wirtschaftsinformatik oder eines vergleichbaren Studiengangs
  • Du konntest Erfahrung im Operationsmanagement & Projektmanagement sammeln
  • Du kennst dich aus mit Prozessgestaltung (EPK, BPMN)
  • Du bist grundsätzliche IT-Affin und hast sehr gute MS Office (insb. Excel-Kenntnisse), sowie Kenntnisse relevanter eCommerce Systeme & Prozesse (ERP, BI-Systeme) z.B. Microsoft Dynamics AX/ D365

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Your contact person

Mayara de Santana

 

Who we are

Together, we ensure that OBI's international digital business is successful and open up new business areas. In this way, we also maximize sales and earnings in the long term. We work in a data-driven and value-oriented way for our customers. Our teams ensure that our offers achieve a high reach in regard to performance marketing, that their SEO visibility is increased and that our products are placed prominently in campaigns. In addition, we ensure best-in-class product content and support our customers in their purchasing decisions with digital guides and instructions. Our deep understanding of our customers serves as the basis for this support.

We constantly analyze contribution margins and the specific costs of our products, and we introduce appropriate optimization measures in areas such as procurement, pricing and demand. In this way, we ensure the availability of our articles on the one hand and their rapid sale on the other, in order to achieve benefits in terms of volume.

From a process perspective, we ensure that our products are delivered to our customers in good condition and on time, and that returns are handled quickly. In our Customer Care Center and with the help of modern customer surveys, we receive feedback from our customers, evaluate it and use it to improve our offers and services for the future.

Who we are

How we work

Open space, whiteboards, fully equipped meeting rooms – these are just some of the special features in our offices in Cologne, located in the former Harald Schmidt Studio. On four floors, we can find space everywhere for whatever is at hand: whether it's a joint workshop, a video call or a short exchange over free coffee or tea. We rely on collaborative tools such as Slack and Miro for efficient and networked work in the office or on the move. Planning tools help us to always keep track of all developments and topics.

Of course, in addition to the work, the personal aspect doesn't fall by the wayside. We like to use the breaks for foosball or table tennis matches and also get together every two weeks for the "Digital Commerce Kiosk."

How we work

Project highlights

X-Channel@OBI

In this project, we put transactional processes to the test end-to-end and completely modernized them. The project included various sub-topics, such as a complete reconstruction of the returns process, an expansion of the OBI customer account, and a complete overhaul of the supplier connection in the context of drop shipment. In interdisciplinary teams, we achieved a great deal in the project. The result was a visible improvement in the customer journey, as demonstrated in key figures such as the Net Promoter Score (NPS), fewer cancellations and faster process throughput times.

What your colleagues say...

Bernadette
Bernadette
Content Manager

"In the product content features team, we work creatively – whether it's an exciting magazine article, attractive product content or the development of new, modern features. We always support each other, and each member can contribute his or her strengths in an ideal way and develop themselves individually. The close exchange with colleagues from our area, but also with other teams, is particularly valuable for me and always reveals new, exciting approaches to solutions for the best possible online shopping experience."

Klaus
Klaus
Content Manager

"In the product content features team, we are responsible for two of the most important touchpoints for our customers: the OBI magazine 'So geht das' and the product detail pages in our online store and on Amazon. What I enjoy most and what motivates me every day is to work on offering our customers the best possible online shopping experience and to make the products and services that distinguish OBI a digital experience. The support from my colleagues in my team and beyond is worth its weight in gold. I also really appreciate the fact that OBI is open to new ideas and technologies and that employees are invited to suggest optimization measures at any time. All colleagues cultivate a culture of togetherness, support each other and thus make everything doable."