At Decathlon Group, the MARKETPLACE collective drives a vibrant ecosystem by hosting a wide selection of sports products, services, and solutions from numerous sellers, thereby enhancing our customer's shopping experience. To guarantee a unified customer experience, we are establishing a full-service fulfillment solution, managing everything from Storage and Picking to Shipping, Delivery, Returns, and Aftersales for our third-party partners. We are now looking for a skilled Inbound & Seller Support Manager to optimize the critical first stage of this fulfillment process: the effective onboarding of external partners and their product catalogs into our Value Chain.
CONTEXT & CHALLENGES
Within the Marketplace Delivery & Fulfillment team, your role of Fulfillment Inbound & Seller Support Manager consists in managing the integration of third party partners into Decathlon Logistics, Transportation & Aftersales ecosystem.
You will be reporting directly to Marketplace Delivery & Fulfillment Head of Operations.
MAIN MISSION
BOOST FULFILLMENT SERVICE ADOPTION BY EASING THE END-TO-END INTEGRATION PROCESS
- Monitor external partners end-to-end integration in our Fulfillment service and set-up relevant KPIs
- Manage & animate transversally all stakeholders (Logistics, Commerce, Tech, Product, Data, Finance)
- Own the contract signature process
- Communicate weekly on the integration progresses
ENSURE A SMOOTH PHYSICAL & DIGITAL ONBOARDING OF 3P PRODUCTS IN OUR WAREHOUSE(s)
- Monitor Inbound SLA
- Improve Fulfillment General Terms of Logistics
- Implement a Weight & Dimensioning Machine
- Train & Communicate frequently about Inbounds SOPs to all stakeholders
MANAGE OUR FULFILLMENT SELLER SUPPORT SERVICE
- Manage all seller support tickets & requests within defined SLA (48h to fix)
- Allocate tickets to the right ownership
- Identify frequent paint points and lead continuous improvement action plans
IMPROVE CUSTOMER AND PARTNER EXPERIENCE BY ADDING NEW FEATURES
- Increase the geographical coverage of our fulfillment service by opening new countries
- Make more products eligible to our Fulfillment service (Heavy Bulky, Second Hand)
- Lead our Inbound Digitalisation Platform project
You are a hands-on person and you are driven by data when you have to take strategic decisions.You excel at working with diverse stakeholders (Logistics, Transport, Tech, Data, Commerce) and are comfortable with frequent business travel to meet our logistics teams and digital partners.
And also, you have :
- a master of Science in Engineering, Logistics, Transportation or Supply Chain.
- 5 years of experience in Logistics, Transportation or in Marketplace environment.
- a knowledge of SQL.
- good communication skills (oral and written) in English. A second language would be a plus.
Location: position based in Decathlon Evere, Brussels (BE)
Home office or remote working 2 days per week is an option
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