Manager Order Management & Fulfillment - Digital
Manager Order Management & Fulfillment Market
Department:
DTC – eCom
Direct Reporting Line:
Sr. Manager Post Orders Operations
Indirect/Second Reporting Line:
Director Post Orders Operations
LAM
Location:
Colombia
GSMS Grade:
M4
Yes
Budget managed:
Purpose & Overall Relevance for the Organization:
As the eCommerce Order Fulfillment Manager, you will be the primary contact responsible for ensuring the highest level of service in order fulfillment, including handling orders and returns. Your role will involve managing the daily performance of orders and returns, leading the eCommerce/Marketplaces order process in collaboration with the Customer Service team and other internal stakeholders. You will also be leading new Marketplace implementations and operational enhancements to achieve excellence.
Key Responsibilities:
- Accountable to identify and implement B2C fulfillment innovation trends based on market demand, research and consumer insights.




- Define and establish new consumer fulfillment processes to reduce costs / complexity and to increase consumer satisfaction (CSAT / NPS).
- Drives Cross-Functional Governance between Tech, Supply Chain, and Retail Ops to ensure technical scalability during the year, especially during peak seasons (Black Friday, Cyber).
- Be the center of excellence and first point contact on eCommerce fulfillment requests.
- Monitor key KPIs, SLAs, 3PL performance and cost developments.
- Reporting and summarizing operational status regularly.
- Responsible for supporting and coordinating eCommerce Omnichannel related demands.
- Assure on-time returns E2E process from pick-up to processing. Key role to guarantee speed of refunds to eCom consumers.
- Contact appropriate support locally and globally teams to solve any issue regarding ecom order fulfillment, assure solutions and/or follow escalation processes.
- Support project implementations/go-lives/sustain phases for LAM countries.
- Detail Or

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