Helly Hansen is looking for a D2C Operations Specialist

We are now looking for a D2C (Direct-To-Consumer) Operations Specialist who is an expert at Omnichannel operations including logistics, payments, shipping and returns to help us create great customer experiences through our Direct-To-Consumer channels.


The role will collaborate closely with the full digital team, as well as the Finance department and IT department. 

The D2C Operations Specialist will play a key role in many digital projects to ensure an excellent customer experience on all Helly Hansen’s D2C channels. The role will also work closely with rest of the business to ensure correct and optimized backend-processes. 


ESSENTIAL RESPONSIBILITIES

  • Help develop and execute a strategy and plan for improving D2C (Brick-and-Mortar and Ecommerce) operations at Helly Hansen.
  • Review and optimize payment options, shipping methods, return processes – making sure that we are always implementing the preferred options in the regions we have customers
  • Manage payments and fraud together with customer care, the finance team, retail operations and third-party vendors
  • Help optimize the internal reconciliation process related to orders, returns, exchanges and refunds, ensuring automation as much as possible
  • Negotiate prices and terms with payment providers
  • Manage day to day operations and cases that arise related to payments and fraud
  • Manage post purchase payment flow ensuring that our customers have a pain-free returns or exchange process
  • Support the different markets and regions with both day-to-day issues that arise, as well as with improving processes
  • Monitor chargebacks
  • Optimize payment authorization vs fraud risk ongoing
  • Create and manage dashboards to monitor and share KPI’s
  • Implement and manage best practice monitoring tools for errors and issues related to the payment flow
  • Ensure compliance with tax and VAT rules and regulations for different regions and countries
  • Oversee e-commerce order processing and fulfilment, consistent with communicated customer timelines
  • Negotiate terms, conditions and prices with shipping providers and other logistics partners to optimize shipping times and prices
  • Review shipping options and ETA solutions
  • Proactively identify operational problems and facilitate solutions with appropriate parties
  • Initiate, collaborate and or manage projects to enhance customer fulfillment experience
  • Identify and implement new processes to prevent issues and improve operations


SKILLS & EXPERIENCE

  • Bachelor’s degree within business or similar
  • 3-5 years’ experience within ecommerce operations or finance
  • Strong Microsoft Excel skills
  • Comfortable negotiating


PERSONAL TRAITS

  • You're a hands-on problem-solver with a positive attitude, letting nothing stand in the way. You thrive when moving a project from ambiguity to clarity.
  • You're a natural collaborator, equally comfortable talking tech with developers, user experience with designers and copy and positioning with product marketers.
  • You pay attention to people, connect with them and know how to achieve great things together. You have a strong sense of purpose and integrity, with deep emotional intelligence.
  • You have proven analytical capabilities, strong negotiation skills and broad business experience.  
  • You have a passion for and good understanding of the ecommerce landscape as well as how it fits with the overall digital experience.
  • You have experience in a matrix environment and are comfortable aligning multiple constituencies around a common plan.
  • Your organisation and problem-solving abilities will excel in driving projects forward and help Helly Hansen distinguish itself from the competition - offering customers a truly engaging and superior interactive experience at every digital touch-point.

WE OFFER

The opportunity to join a high-performance team within a global brand in growth. A young and experienced international environment, with a culture of inclusion, empowerment and ownership. Competitive benefits, and an active environment with passion for sports.

 

The position is a full-time employment based at our Oslo headquarter. 

Questions can be directed to:  sara.nordenstam@hellyhansen.com

Applications is ONLY accepted in portal (due to personal data protection rules) and not later than 6th September 2021.

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