Uniqlo Employment – Channel Service Senior Manager

Job Description:

• This individual leads the strategic customer experience for online shopping and omni-channel fulfillment focusing on delivery service/return service and executing that leverages scale, maximizes supplier relationships, minimizes risks and drives business value and future growth for Uniqlo USA.
• This individual will work closely with the customer engagement team who directly receive customer’s voice, IT team who manages system front and backend, together with SCM team who manages logistics service providers and 3PLs to meet customer expectations.

Job Responsibilities:

• Lead further expansion of transload operations
• Manage performance and cost
• Partner with the IT team and manage online delivery tools and improve post-checkout delivery customer experience including EDD and tracking.
• Partner with store and logistic team to ensure logistic standard operating procedures are aligned between 3PL and retail stores and continue to meet business requirements.
• Partner with website team and customer engagement team to define customers pain points and solve issues by improving site experience, standardize communication, or by introducing new service/operation change and managing vendors.
• Manage and improve omni-channel fulfillment delivery service level agreement based on company delivery lead-time policy, together with the retail store team and delivery aggregator.
• Take ownership of the overall eCommerce post-purchase service, manage to improve service and meet customers expectation to maximize sales, while understanding internal business constraints and controlling overall costs;
• Partner with IT, Merchandising & Allocation, Finance and Warehouse Operations to develop and implement transportation solutions that drive productivity and efficiency across omni-channel fulfillment centers.

Job Requirements:

• Strong financial acumen and management of P&L, budget, ROI, asset investment and margin/profitability.
• Ability to utilize and expand relationships in the development of a professional network to benchmark and implement industry “best practices”.
• Fosters an environment of continual development; is willing to teach, coach and mentor members of the team
• Emotionally intelligent, empathetic, sensitive to others, perceptive, flexible, high integrity
• Thinks and acts like an owner, fully utilizing intellect, creativity and experience
• Curious, deals well with complexity
• Action-oriented, not afraid to “roll up the sleeves” and dig into details

Qualification & Experience:

• B.S. in Business or Supply Chain Management.
• 5-7 years managing/leading an end-to-end global logistics or customer experience improvement in an Omni-channel retail enterprise with a record of enlarging business growth.
• Thorough knowledge of service partners and industry expertise in omni-channel fulfillment service, especially last mile deliveries.

Job Details:

Company: Uniqlo

Vacancy Type:  Temporary

Job Location: Buffalo, NY, US

Application Deadline: N/A

Apply Here

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