Responsable Senior Service Consommateur Ecom Annecy

Amer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc'teryx, Peak Performance, Atomic and Wilson.

The Mountain Sport Company, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon's commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports.

Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon's heritage, culture, and commitment are tied together by one simple concept: the world's leading mountain people creating the world's leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon's five values, therefore we are committed to creating an inclusive environment for all.

Salomon is headquartered in Annecy, France.

Amer Sports est le leader mondial des équipementiers du sport avec les marques Salomon, Arc'teryx, Peak Performance, Atomic et Wilson.

Salomon SAS, «The Mountain Sport Company », est née en 1947 au coeur des Alpes et berceau de l'alpinisme moderne. Grâce à la passion du sport et un design innovant, Salomon a créé une vaste gamme de nouveaux concepts révolutionnaires en fixations, chaussures, skis et vêtements pour le ski alpin et nordique et a pu apporter des solutions innovantes dans le footwear, et les équipements pour le snowboard, la compétition, l'alpinisme, la randonnée, le trail running and bien d'autres sports.

Au travers de cette orientation vers la performance, Salomon innove et excelle sur les sports de montagne, en convertissant de nouvelles idées en produits et en repoussant les limites du possible. L'engagement, la culture et l'héritage de Salomon sont tous liés par un simple concept : chaque salarié peut faire de Salomon la marque de montagne de référence. Salomon s'engage de manière responsable pour l'outdoor au travers de son programme de développement durable. La diversité est l'une des cinq valeurs de Salomon, c'est pourquoi nous nous engageons à créer un environnement accessible à tous.

Le siège de Salomon est basé à Annecy (74), France. We are looking for a strategic and execution-driven eCom Consumer Service & Operations Senior Managerto lead, at global level, all aspects of Consumer Service and e-Commerce website operations.

This role is directly responsible for driving revenue growth and consumer retention by leveraging operational excellence and service performance across the entire e-commerce journey, from order placement to post-purchase experience.

Reporting to the VP E-Commerce, you will define global strategies, frameworks, and standards to ensure a seamless, scalable, and consistent consumer experience worldwide.

Your Main Missions:

Global Leadership & Strategy Development
- Define and lead the global strategy and guidelines for Consumer Service and e-Commerce operations.
- Align roadmaps and key initiatives with broader business growth objectives.
- Act as the key decision-maker for optimizing service levers to increase sales conversion, retention, and satisfaction.
- Drive expansion initiatives (new markets, new service channels, sustainability-related post-purchase initiatives).

Consumer Service as Business Driver
- Design and implement a high-performance, world-class consumer service strategy across phone, email, chat, and social media.
- Develop incentive programs to maximize up-selling, cross-selling, and conversion while controlling return rates.
- Establish and monitor sales and service KPIs.
- Lead product and sales-oriented training programs for service teams.
- Implement retention and loyalty strategies based on data-driven personalization.

E-Commerce Website Operations Management
- Ensure end-to-end operational excellence from purchase to delivery.
- Oversee fraud detection and prevention frameworks in collaboration with Finance and external providers.
- Optimize payment gateways and checkout processes to maximize conversion and reduce friction.
- Improve order accuracy, fulfillment efficiency, and delivery lead times.

Data-Driven Performance & Continuous Improvement
- Develop and track KPIs across service and operations.
- Leverage consumer behavior data and analytics tools to identify growth opportunities.
- Drive automation initiatives to improve scalability and efficiency.
- Benchmark best-in-class CX standards and continuously monitor innovation.

Cross-Functional & Partner Collaboration
- Collaborate with Regional e-Commerce, Consumer Service, Operations, IT, Product, CRM, Finance, Legal, and Supply Chain teams.
- Manage third-party providers including logistics, payment processors, fraud tools, and customer service partners.
- Ensure global alignment while adapting to regional specificities.

Leadership & Governance
- Build and lead a high-performing, consumer-centric organization.
- Manage budgets and resource allocation to support key initiatives.
- Contribute to long-term e-commerce strategic planning and forecasting.

Nous recherchons un(e) eCom Consumer Service & Operations Senior Manager pour piloter au niveau global l'ensemble des activités liées au service client et aux opérations e-commerce.

Ce rôle stratégique a un impact direct sur la croissance du chiffre d'affaires et la fidélisation des consommateurs en optimisant les leviers opérationnels et service sur l'ensemble du parcours e-commerce.

Rattaché(e) au VP E-Commerce, vous définirez les stratégies, frameworks et standards globaux afin de garantir une expérience consommateur fluide, cohérente et scalable à l'échelle mondiale.

Vos principales missions :

- Définir la stratégie globale service client et opérations e-commerce.
- Optimiser les leviers de conversion, fidélisation et satisfaction client.
- Déployer une stratégie de service client orientée performance et excellence.
- Piloter les flux post-achat : fulfillment, paiements, fraude, retours.
- Mettre en place et suivre les KPI business et opérationnels.
- Développer l'automatisation et l'amélioration continue.
- Manager les partenaires externes et assurer l'alignement global/régions.
- Construire et développer une organisation performante orientée consommateur.