Online Operation Manager Maghreb

Our client is a pioneer in the Tobacco Manufacturing Industry, with its headquarters situated in the United States. They have successfully expanded their operations to over 180 countries, representing five distinguished regional certifications, namely Europe, the Middle East, Africa, North America, and Latin America. With a workforce of more than 75,000 talented individuals worldwide, our client has truly established itself as a global leader in the industry.

What sets our client apart is their unwavering commitment to innovation and progress. They have embarked on a remarkable journey of transformation, with a resolute aim to create a smoke-free future. This ambitious endeavor has completely redefined every aspect of their business, from the production and distribution of their products, to how they interact with their customers and society as a whole.

By embracing this transformation, our client has proved to be a trailblazer in their industry, setting an example for others to follow. With their pioneering vision and steadfast determination, they are poised to create a future that is free from the harmful effects of smoking. 

Role Description: 

• The purpose of the online operations manager is to drive IQOS online commerce channels’ [owned eCommerce iqos.com, marketplaces, Q-commerce] strategy and operations.
• The online operations manager works closely with marketing, portfolio, consumer experience, call center, external partners (LSP, marketplaces, ..) and channels teams to enhance customer experience, increase acquisition, and maximize profits.
• While ensuring smooth functioning and optimal performance of the existing online ecosystem, the online operations manager keeps exploring new online channels to extend IQOS footprint and increase online acquisition.
• This strategic role in the Smoke Free Product Maghreb organization is a highly operational, self-directed, and hands-on role that demands strong people supervision, strict discipline, obsessive attitude towards problem solving and aggressive focus on the continuous improvement of workflow processes.

Responsibilities:

• Ecommerce strategy: Developing and implementing an ecommerce strategy that aligns with the company's overall business goals and objectives.
• Team management: Building and managing a team of ecommerce channels. It includes hiring, training, coaching, and managing performance of the operations teams (dedicated contractors, delivery agents, back-office agents, logistics agents, ...) 
• Budget management: Managing the budget for ecommerce, including forecasting, tracking spending, and reporting on budget reviews exercises. 
• KPIs management: Identifying and tracking key performance indicators (KPIs) for ecommerce operations, including sales performance, Net Promoter Score (NPS), SLAs and other operational KPIs (compliance rates, IQOS device registration...) 
• Partners management: Managing relationships with third-party vendors and logistics providers, including negotiating contracts, monitoring service levels, and resolving any issues that may arise.
• Products management and listing: Managing the product catalog for both IQOS devices and accessories, ensuring accurate and up-to-date product information, optimizing product listings for search engine visibility and customer experience, and overseeing product promotions and discounts.
• Campaigns management: collaborating with marketing, paid media, and consumer experience teams to develop and execute ecommerce campaigns.
• IT systems support and usage: Configuring, managing and using the ecommerce platform and other internal IT systems and partners systems and liaising with IT support teams to ensure smooth operation.
• Ensuring compliance with legal and regulatory requirements, such as data privacy laws, consumer protection regulations, and tax laws.
• Ensure operational compliance with designed processes, including - but not limited to - Age verification and Data Consent collection. 
• Managing inventory levels, forecasting demand, and optimizing stock levels to minimize stockouts and overstocking.
• Manage any ad hoc requests coming from customers via our Call center team

Requirements: 

• At least 10 years work experience, including ideally a min of 5 years-experience in ecommerce operations (Ecommerce website, Marketplaces such as Jumia, Glovo, …), preferably in a managerial role
• Experience in managing budgets, KPIs, and vendor relationships
• Experience in managing ecommerce campaigns and optimizing product listings
• Experience in IT systems configuration and management
• Experience in logistics and supply chain management
• Additional experience or qualifications that may be beneficial include a degree or certification in business administration, marketing, or a related field, experience in a specific industry or market, and knowledge of emerging ecommerce trends and technologies.