Purchasing Project Specialist, Global product line Food Preparation

Online Operation Manager Maghreb

Customer Service & Sales Support

Responsibilities: <ul><li>Represent Purchasing on the project team and own all related project deliverables</li><li>Attend project review meetings and communicate relevant information within Purchasing</li><li>Participate and prepare for project checkpoints, ensuring all deliverables are achieved on time</li><li>Track the project progress, sourcing status, and other relevant information through a data-driven sourcing tool</li><li>Report Purchasing progress to the project team and Purchasing Leadership</li><li>Facilitate teamwork across all stakeholders (R&amp;D, CM, SD, Q, Design,…) at early stage on VBS activities, aiming to create value through effective innovation with strategic suppliers across different categories</li><li>Participate in Make vs Buy analysis to optimize product and operation cost&nbsp;</li></ul>&nbsp;Requirements: <ul><li>English fluent speaker holding a bachelor’s degree, preferably in engineering and/or have specialties in project management</li><li>You have 5+ years of experience in relevant purchasing or project management roles open to travelling up to 25% of your working time.</li><li>You have the ability to execute strategic initiatives that drive performance and have experience leading complex projects</li><li>&nbsp;You have excellent written and verbal communication skills, positive &amp; proactive attitude with the ability to work with diverse individuals in cross-functional teams in a dynamic environment</li><li>You have worked with Cost Modeling, Data Mining and have possess advanced Excel skills with the ability to generate effective reports that manage large data sets.</li><li>You are capable of setting priorities, meeting deadlines with strong initiative and decision making, problem solving and analytical skills, with attention to details and accuracy</li><li>You are a doer with an exceptionally strong work ethic, high integrity, judgement and transparency and you inspire the same in others.&nbsp;</li></ul>

Role Description:&nbsp; <ul><li>The purpose of the online operations manager is to drive IQOS online commerce channels’ [owned eCommerce iqos.com, marketplaces, Q-commerce] strategy and operations.</li><li>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.</li><li>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.</li><li>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.</li></ul> Responsibilities: <ul><li>Ecommerce strategy: Developing and implementing an ecommerce strategy that aligns with the companys overall business goals and objectives.</li><li>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, ...)&nbsp;</li><li>Budget management: Managing the budget for ecommerce, including forecasting, tracking spending, and reporting on budget reviews exercises.&nbsp;</li><li>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...)&nbsp;</li><li>Partners management: Managing relationships with third-party vendors and logistics providers, including negotiating contracts, monitoring service levels, and resolving any issues that may arise.</li><li>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.</li><li>Campaigns management: collaborating with marketing, paid media, and consumer experience teams to develop and execute ecommerce campaigns.</li><li>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.</li><li>Ensuring compliance with legal and regulatory requirements, such as data privacy laws, consumer protection regulations, and tax laws.</li><li>Ensure operational compliance with designed processes, including - but not limited to - Age verification and Data Consent collection.&nbsp;</li><li>Managing inventory levels, forecasting demand, and optimizing stock levels to minimize stockouts and overstocking.</li><li>Manage any ad hoc requests coming from customers via our Call center team</li></ul> Requirements:&nbsp; <ul><li>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</li><li>Experience in managing budgets, KPIs, and vendor relationships</li><li>Experience in managing ecommerce campaigns and optimizing product listings</li><li>Experience in IT systems configuration and management</li><li>Experience in logistics and supply chain management</li><li>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.</li></ul>

Job Objective: <ul><li>Provide varying degrees of&nbsp;support&nbsp;and enhance the lines of communication between the organization and customer to ensure customer satisfaction</li></ul> Responsibilities: <ul><li>Receiving and acknowledge the order, process the order through SAP system.</li><li>Monitor the shipments and inform customer about delivery schedules on week basis</li><li>Arrange the samples for new customers and maintain the stock of samples as per required stock level.&nbsp;</li><li>Follow up with back office to ensure to get shades and artwork development and forward to respective customer and get approval and maintain customer wise record</li><li>Fill out customer complaint form and completely close the complaint.&nbsp;(Receive RA Form, physical material, disposition plan)</li><li>Filling out the New Product Development form for all Sales Managers and forward to back office for composition and shade development.</li><li>Provide shipment documents like Invoice, packing list and COA to customer.</li><li>Coordinate with logistics and update the delivery schedule once it arrives in US</li><li>Provide the container documents to warehouse and broker</li><li>Manage smaller accounts which give repeat business (less than 10 Mn capsules sales per year)</li><li>Managing incoming calls from Customers</li><li>Make outgoing calls to confirm leads from Marketing</li><li>Manage lead generation from existing customers</li><li>Preparation of pricing documentation for repeat orders from Customers</li></ul> Internal process<ul><li>Ensure timely preparation &amp; submission of reports as required by internal stakeholders</li><li>Conducts internal audits and ensures compliance to defined SOPs as per Q&amp;RA norms</li><li>Identify &amp; assess customer’s needs to achieve satisfaction</li><li>Visit key customers along with TICs to maintain customer relationship</li><li>Follow communication procedures, guidelines and policies</li></ul>&nbsp;Key Result Areas <ul><li>Customer Effort Score (CES)</li><li>Timely closure of customer queries &amp; complaints</li><li>Strike rate conversion (through shade, artwork &amp; samples) – plan vs actual</li><li>On time dispatch for orders</li><li>Inside Sales Budget (Plan versus actual)</li></ul> Key Interfaces<ul><li>Sales (Regional, Zonal &amp; TICs)</li><li>Supply Chain Management (Central Planning, Logistics, Procurement, Plant level SCM)</li><li>Quality &amp; Regulatory Affairs (incl. Shade Development)</li><li>Metalcrafts (for artwork)</li><li>Product Management</li><li>Operations</li><li>Marketing</li><li>Customers, Warehouse and Transporters</li></ul>&nbsp;Requirements: Level of Education<ul><li>Graduate</li></ul>Experience<ul><li>2 to 4 years in sales support</li><li>B2B sales support</li></ul>

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Purchasing Project Specialist, Global product line Food Preparation

Online Operation Manager Maghreb

Customer Service & Sales Support

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Purchasing Project Specialist, Global product line Food Preparation

Online Operation Manager Maghreb

Customer Service & Sales Support

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