Program Manager, eCommerce Customer Experience Vans

Description

We are looking for an outstanding Program Manager, eCommerce Customer Experience to join our Vans team in Stabio, Switzerland.

For over 50 years Vans has been about the people that have made the brand “Off The Wall”. The people that chose this simple canvas shoe and adopted it to express themselves creatively.  At the end of the day it’s not only about the product, it’s what those products mean that make the difference – what they mean to those of us who design, manufacture, and market them, and what they mean to you, our Vans family, who affix our personality to your own.

Let's talk about the role!

For this role the key responsibility will be driving the enhancement and optimization of the Customer Experience and Operations across the VANS websites & other relevant ecommerce touchpoints (i.e., omni-channel, logistics, etc.).

The Program Manager will provide coordination with all the internal and external stakeholders to pursue the overall CX roadmap and will also be accountable for the delivery project activities directly linked to one or more business KPIs.

In addition to that you will:

• Lead the execution and continuous monitoring of the CX roadmap, especially platform-wise. In this regard, act as the internal demand manager to collect and harmonize requirements coming from the ecommerce team and wider VANS business.
• Work between eCommerce Customer Experience, merchandising and marketing teams to drive engagement, requirements and prioritization of initiatives that will have the greatest impact on key customer metrics.
• Liaise with Retail Operations and Central functions to deliver omni-channel initiatives online and in VANS stores.
• Act as the key brand contact for driving delivery and efficiency from the VF Digital Platform. This will involve attending the appropriate prioritization sessions, amplifying global technical delivery and delivering clear internal communications.
• Lead project implementation from requirement setting to delivery and fine tuning.
• Execute UAT and regression testing to ensure a stable platform experience.
• Conduct status meetings; develop status reports; track issues to resolution and assist with change control activities.
• Manage technology partners to ensure all websites are operational, and continually optimized.
• Build strong relationships with all the stakeholders to play an integral role in the development of an Omni-channel customer experience.

What you need to succeed?

• Passion for Vans and the lifestyle it represents.
• Bachelor's Degree in related field.
• 5+ years' experience preferably in a structured, process-driven environment.
• Curiosity toward the evolution of digital customer experience and the role that both web and mobile play within it.
• Ability to read complex, multi-functional contexts and subsequently prioritize initiatives.
• Result-orientation and capability to relate actions to KPIs.
• Strong all-round skillset within ecommerce across user orientated design, analytics, technical operations and end to end customer experience.
• All round experience and understanding of e-commerce systems and processes.
• Ability to build long term relationships & communicate with a wide range internal and external parties, either with business or technical background.
• Proficiency in written and spoken English.

What’s in it for you?

• Be part of an iconic lifestyle brand.
• Join a multi brand, multi countries organization to drive you career forward.
• International, fun yet challenging working culture.