Operations Manager, France Belgium
Vivino, France
Job Description
Do you want to create and deliver a best-in-class experience for our customers in France and Belgium? Do you have a passion for excellence, for building strong relationships, and for driving change? Then this role as Operations Manager might be the right fit for you!
Responsible for the daily execution of our operations in France amp; Belgium
Reporting to the Head of Operations Southern Europe, you will be responsible for the daily execution of our operations in France and Belgium to deliver a best-in-class customer experience across all operations touchpoints. You will focus on driving operational performance across all business lines and efficiency in your markets. You will work closely with our local Supply amp; Marketing team and our central CX, Marketplace, Product, and Finance teams.
As part of this, you will:
- Manage and optimize the flow of our end-to-end operations (purchasing, inbound SC, fulfillment, outbound SC, last-mile delivery, forecasting, inventory management, AP) in France amp; Belgium to support our aggressive growth strategy
- Drive the operational performance of our 3PL in France as well as our marketplace merchants, ensure performance targets are met on SLAs and operational KPIs (POR, NPS, CX contact rates, cancellation/return/refund rates, cost per order)
- Support our customer experience team with a customer-first approach, help develop superior SOPs to impact customer satisfaction
- Identify and drive cost savings and continuous improvement across Integrated Operations, Merchant flows, and Customer flows
A passion for excellence and a data- and process-driven approach
Success in this role is determined not only by a passion for excellence but someone who possesses market sensitivity and can quickly react to change as needed. We hope to see that you have the ability to work independently with a positive attitude and that you are data- and process-driven and thorough. Also, you can demonstrate a proactive approach to problem-solving.
Furthermore, we are looking for you if you have and can demonstrate:
- 4+ years experience in fast-paced operations or e-commerce fulfillment fields in Europe
- Experience with project management and cross-functional collaboration
- Excellence in communicating effectively and leveraging resources
- Excellent written and verbal communication skills in English and French
We consider it a plus if you are interested in wine and the wine industry - but it’s not a requirement.
Who are we?
TRUSTED BY MILLIONS TO DISCOVER AND BUY THE RIGHT WINE EVERY TIME
Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino's unique wine shopping experience leverages community data to suggest personalized wine recommendations for each individual user. In addition to making wine discovery fun and effortless, Vivino is the best place for wine drinkers to buy wine. The Vivino app is available for download on Android and Apple devices.
We are a fast-paced, growing team with offices in San Francisco, California, and Copenhagen, Denmark. We also have teams worldwide in the UK, Netherlands, Italy, Spain, Germany, France, Ireland, and Hong Kong.
Our team is passionate about our core purpose - to empower people everywhere to enjoy wine to the fullest. We do that every day by building technology and leveraging data that puts the power back in the hands of the consumer. We do not see wine as a commodity but as an offering of a cultural experience that was once out of reach for many but is now open to everyone.
Our five core values are:
- Always Strive for Better
- Work Together
- Earn and Offer Trust
- Be Approachable
- Lead with Data
Commitment to diversity and inclusion
Vivino is an equal opportunity employer and prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status, and veteran status any other characteristic protected by applicable law.