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Skills
Analytics, digital process, online business, Jira, Microsoft Azure, MS Office, Performance monitoring, Power BI, SAP, Web platform
e-commerce, Zahlarten, payments, risk & fraud, Klarna, Paypal, checkout, Ordermanagement, Logistk, Carriermanagement, Retourenmanagement, Returns management, Projektmanagement, Expansion, lokalisierung, localization
Projekthistorie
12/2022
-
03/2023
Head of Client Service
True Wealth AG
True Wealth AG Key Success: getting familiar with the topics around wealth management and robo advisor
12/2022 - 03/2023
December 2022 - March 2023 Responsibility: Management and expansion of the client service within the scope of digital Wealth Management.
Head of Client Service * Management of 5 employees (part-time)
True Wealth AG, Zürich (CH) * Deployment planning
* Optimization of processes
* Introduction of new communication channels
* Development of a communication strategy according to client segment
09/2020
-
12/2022
Director E-Commerce
Canada Goose International
Canada Goose International, Zug (CH) * Revenue Responsibility
* Monitoring all e-commerce processes along the customer journey in terms of site experience (behavior, search,
performance marketing, product presentation) order management and last mile experience (payments, shipping, returns, customer
service) for 50 sites
* localization
* (localized) Pre- and Post-purchase customer experience
* Performance monitoring based on KPI along the customer journey
* Product Performance
* Collaboration with Performance Marketing team; defining and driving local performance marketing initiatives
* Building Omnichannel experience
* Align with cross-functional teams and HQ on e-com International strategy
* Business Development
05/2019
-
08/2020
Senior Manager E-Commerce
Canada Goose International
Canada Goose International, Zug (CH) * Budget Responsibility
* Monitoring all e-commerce processes along the customer journey in terms of site experience (behavior, search,
performance marketing, product presentation) order management and last mile experience (payments, shipping,
returns, customer service) for 10 sites
* Constant reviews on the performance and optimization of the existing set up (KPI, customer feedback)
* Providing analysis on the performance of the business
* Disciplinary and technical leadership of a team of two
* Strong collaboration with the global HQ in Canada to provide a globally uniform and locally adjusted shopping
experience to our customers
* Expanding the business by opening new markets/ online stores and strategy (Omnichannel)
08/2016
-
04/2019
Manager E-Commerce Manager
Canada Goose International, Zug (CH) product presentation) order management and last mile experience (payments, shipping, returns, customer service)
for 9 sites
* Constant reviews on the performance and optimization of the existing set up (KPI, customer feedback)
* Providing analysis on the performance of the business
* Disciplinary and technical leadership of a team of two
* Strong collaboration with the global HQ in Canada to provide a globally uniform but localized shopping experience to
our customers
* Expanding the business by opening new markets/ online stores and strategy (Omnichannel)
01/2015
-
07/2016
Team lead E-Commerce Operations
HUGO BOSS International Markets AG
08/2014
-
12/2014
Senior Manager E-Commerce Operations
HUGO BOSS International Markets AG
11/2011
-
07/2014
Key Account Manager
Hermes Fulfilment GmbH
Hermes Fulfilment GmbH, Hamburg (DE)
Key Success: acquiring omnichannel expertise by delivering HUG BOSS Omnichannel project in providing business channel
expertise as project leader and test leader.
Responsibility: End - to End Customer Experience / Omnichannel project management
* Leading the testing from the business side within the Omnichannel Project
* Performance monitoring
* Disciplinary and technical leadership of a team of four
* SECONDMENT TO CHINA: March 2016 - June 2016
* Project management Omnichannel "ship from store"
* Supporting the local e-commerce team in day-to-day business
Responsibility: End - to End Customer Experience
* Leading and monitoring of subprojects within the Omnichannel strategy of HUGO BOSS AG
* Optimization projects (eg. New photo studio, payments)
* Vendor monitoring
Key Success: cross and upselling of services to existing and new clients. Customer relationship building. First
touch with a marketplace business
Responsibility: consulting and managing of external clients as well as internal group companies in terms
of e-commerce processes
* Interface between client and internal departments or vendors (logistics, finance, customer service,
payments)
* Monitoring the compliance of contractual obligations
* Contract and price negotiations
* Business requirements creation in the name of the customer
arvato services, Eschborn (DE)
Division: banking and insurance
Key Success: first fully end - to end implementation of the e-commerce channel of a DIY client
Responsibilities:
* Project Management and consulting by implementing a new client
* Key account management after go live
* Operative responsibility along the full digital process chain: warehousing, distribution,
payment, risk & fraud, customer care
* Monitoring 3rd parties
* Cost and revenue responsibility
Responsibilities:
* Set up a B2B webshop for a premium car brand
* Project Management implementing new clients
* After go-live care and extending the business relationship
* Supporting business development team by analyzing potential logistics concepts in call for tenders
* Account management
Responsibilities:
* Creation of business requirement documents for the technical and logistical implementation of various projects
* Participation in the business development of services for customers from the financial industry
* Workshop to develop a target group concept for banks in collaboration with the Frauenhofer IAO and jetzt. de
Reisebereitschaft
Weltweit verfügbar
Freelancer E-Commerce Post Purchase, Ordermanagement, Projektmanagement
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