Omni-Commerce Marketing & Operations Manager- Galeries Lafayette

Job Purpose: This role bridges operations, marketing, and digital strategy to ensure a seamless customer experience across all channels, including online and in-store, oversee the seamless integration of logistics and digital marketing strategies for our omnichannel commerce operations. This role will focus on managing logistics for services such as Click-and-Collect, Home Delivery, and White-Glove Delivery, while also driving initiatives that enhance the in-store and online customer experience. Job Context & Major Challenges: Logistics and Fulfilment

• Partner with logistics providers and internal teams to streamline last-mile delivery.
• Collaborate with store teams to optimize pick-up processes for enhanced customer satisfaction

• Identify and implement innovative omni-commerce features to bridge online and offline customer journeys.
• Collaborate with product and IT teams to integrate technologies that enhance customer convenience and loyalty.
• Develop strategies to connect online and offline operations, such as click-and-collect, ship-from-store, and return-to-store options

• Work closely with marketing teams to align operational activities with promotional campaigns and digital marketing strategies.

• Identify and resolve technical or operational issues affecting the customer experience.
• Leverage data analytics to recommend changes that enhance platform performance and customer satisfaction.

• Identify opportunities for process automation and efficiency gains.

• Develop and implement end-to-end systems to enable seamless omni-commerce operations, including: Click & Collect, Assistance, Home Delivery Options
• Coordinate with IT teams to ensure robust, scalable, and secure system architecture.

• Establish streamlined workflows for order processing, fulfillment, and reverse logistics (returns and exchanges).
• Automate repetitive processes such as order routing, inventory updates, and delivery scheduling
• Create contingency plans to address system downtimes, delivery failures, or customer escalations.

• Implement user-friendly interfaces for click-and-collect and delivery options, focusing on reducing friction in the customer experience.
• Track customer feedback and continuously improve omnichannel offerings

• Align operational readiness with promotional campaigns to ensure product availability, delivery timelines, and system scalability during peak demand periods.

• Develop and enforce quality assurance standards for delivery services, including white-glove experiences