Part of the strategy to develop the digital and technological transformation of the business over the next years and implementing suite of tools across the complex portfolio in 9 countries, we are searching for an Omnichannel Operations Manager to join the Digital Team.

Omnichannel Operations Manager

Department: Digital & Technology

About our partner (employer):

• premier owner and operator of shopping centers in Central and Eastern Europe (CEE), with presence in nine countries;
• the group benefits from a highly-skilled internal management team which combines asset management, development, investment, leasing, financial and, of course, Digital expertise;
• owns and operates 56 retail properties.

Location: Bucharest

Responsibilities:

As an Operations Manager, you will collaborate on a day-to-day basis with internal and external Omnichannel stakeholders, across 9 countries.

Technical tasks:

• Ensure the Omnichannel digital platforms are up & running, as per the expected functional requirements;
• Act as Level 2 support and drive completion of Level 3 tasks;
• Have ownership over 3^rd party tools and ensure proper integration across systems and teams;
• Lead the Omnichannel Incident Management: Setup (Procedures, SLAs, Escalation path) & Management (SPOT, Impact Assessment, Root Cause Analysis).

Stakeholder training & management:

• Lead the Omnichannel Knowledge Management: create & update user manuals, deliver training, provide policy and procedure documentation;
• Drive the adoption of Omnichannel processes, including managing the internal ticketing system (Manage Engine);
• Perform Super Admin content changes;
• Act as SPOC for User Management across Omnichannel platforms.

Collaboration with Product Owner:

• As part of project delivery:
  • Provide input on enriching SOWs with proper Ops requirements;
  • Lead Level 1 technical setups & training (including hyper care period);
  • Perform UAT.
• Post - Launch:
  • Monitor platforms performance and regularly communicate it;
  • Be actively involved in platform improvements.

Requirements:

• Bachelor's degree – IT, technical field;
• 1+ years of experience in similar role – marketing technology;
• Previous working experience on multiple projects in a fast-paced environment;
• Experienced in managing large amounts of data from multiple platforms into actionable insights, utilizing data to build strategy and clearly communicate strategies to internal and external stakeholders.

Skills:

• English knowledge (spoken and written);
• Sharp analytical and problem-solving skills;
• Creative thinker with a vision;
• Good business engagement and customer attitude;
• Detail oriented people;
• Excellent organizational and time management skills;
• Excellent verbal and written communications skills;
• Project management skills.