e-Commerce Business Process specialist

IKEA Belgium

Full time |  Permanent  |  Fresher  |  Salary type not mentioned Salary not mentioned  |  1 Jobs  | English

Job Description


Shopping behaviour is changing rapidly   our customers demand increased accessibility, convenience, and value for time. To help create a better everyday life for the many people in this evolving landscape, IKEA has globally initiated the Multichannel Transformation Programme (MTP). The deliveries of this programme will enable IKEA in Belgium to, amongst many other features, provide an e-Commerce offer to its’ customers. We are now establishing the team that will operate this new sales channel.

As the e-Commerce Business Process specialist you safeguard online operational excellence, drive operational development, support and develop all aspects of the e-commerce operation and main processes by integrating the needs of the customer. You overview the business processes and work towards the best service offer for the customer by removing any hindrances to shop, achieving sustained long-term profitability.

The purpose of the job is to define, develop, implement and manage the operational and administrative processes to support the stability and growth on the online channel by working proactively with all stakeholders to reduce the number of operational discrepancies in order to secure a good customer experience and by ensuring that online customers have an enjoyable and successful shopping experience.

You report to the e-Commerce Business Navigation and Operations Manager

You act as Data Steward for the e-Commerce owned databases containing customer information, ensuring correct data quality, legal demands, technical set-up and governance structure. You perform root cause analysis and propose measures that prevent a recurrence of issues in order to improve the overall shopping and fulfilment experience of our online customers. You are member of the countries Information Domain Group.
Commercially drive IT service levels through short-term and long-term action plans.
Move the business forward by basing change requests and process development on incident analyses and customer feedback to ensure a full understanding of the change requirements within global IT.
Proactively ensure that the global business rules work effectively to secure that the correct product range is on sale at the correct time.
Maintain services parameters for the online channel, ensuring the total multichannel offer to the customer;; co-ordinating tests; and analyze the commercial effects of any changes.
Use product and price integration knowledge and support the network to apply national price changes in the retail systems and online.
Responsible for the communication and timely application of the e-Commerce services matrix and maintaining and expanding the services offer to our customers. You will also steer the application of delivery methods through your specialist knowledge of freight parameter and price setting.
Where system and process deviations impact the business financially, you will investigate the measurement of the impact, report the cost to the appropriate audience and actively pursue the resolution. You will also implement cost-effective handling processes or change requests to maximise income from customers.
Enthusiasm for the IKEA brand, culture and values;
Online retail knowledge and experience
Knowledge of all of the IT systems associated with the e-Commerce order process, from website-related applications through to customer delivery systems. Ability to solve complex IT related problems.
Knowledge of e-Commerce processes.
Excellent computer skills and high proficiency in Microsoft Office applications.
Good knowledge of English and both local languages (nl-f) or willing to learn them
Knowledge and insight into how the contact centre and CDC organisation are set up and function, including an understanding of all customer order systems.
Good communication and negotiation skills;
An analytical, structured and accurate mind-set
IKEA offers a Full-time (36 hours/week) open-ended contract.
We support you from day one based on an extensive training plan and permanent learning opportunities throughout your career.

This function is based within the Service Office/Customer Support Centre building in Zaventem

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