Fulfillment Outbound & Reverse Manager (H/F/X)

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 Outbound & Reverse 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 Outbound, Aftersales & Reverse Manager consists in managing the good execution of outbound deliveries, aftersales issue resolution and  return flow. You will be reporting directly to Marketplace Delivery & Fulfillment Head of Operations. 

This role will be critical to ensure the success of our Marketplace Fulfillment by Decathlon service and ensure a best-in-class customer satisfaction. This is an incredible opportunity to discover the Marketplace ecosystem while contributing to the transformation of the Decathlon Value Chain.

MAIN MISSION AND ACTION PLAN

MONITOR OUTBOUND, AFTERSALES AND RETURN FULFILLMENT PERFORMANCES

• Daily review of On Time Shipping, Handover %, On Time Delivery % Performance
• Daily review of Non Shipped orders with the warehouse team
• Daily review of Aftersales performance (SLA%, Escalation Rate %)
• Daily review of Return performance (Return SLA%, Broken %, Loss%)

• Ensure every recurring friction point has a dedicated action plan (lean management mindset)

SCALE PROCESSES, INCREASE OPERATIONAL PERFORMANCES AND IMPROVE TOOLS

Outbound

• Co-Debrief FBD transport performance with United Transport during carrier weekly/monthly review
• Co-build a first, middle & last-mile transport strategy with United transport to ensure that Fulfillment by Decathlon is reaching Decathlon Customer Experience vision
• Challenge the carrier panel during monthly review
• Ensure to have the right data to build a data and performance-driven approach

Reverse

• Join forces with different stakeholders within the Marketplace  to develop the Fulfillment Reverse framework
• Collaborate with Return teams from different Business Unit within Decathlon for the aggregation of a common directive Return process with space for Fulfillment specificities
• Develop clear communication of the policy to stakeholders (Customers, CRC, Partners) 
• Analyze and monitor Fulfillment performances through developed data analysis
• Animate carriers on their performances and challenge them with the help of the Transport manager
• Build an internal Reverse platform in collaboration with the Business Operations team
• Support the implementation of the new automatize Return warehouse processes
• Identify and develop new opportunities for the growth of Fulfillment

Aftersales

SUPPORT THE CRC IN PROCESSES APPLICATION

• Ensure processes are correctly followed by all countries
• Animate CRC’s on their performances and provide additional training if necessary
• Manage the exchanges in between CRC and warehouse teammates for a timely and efficient resolution of the customers’ needs
• Lead the transformation project of our Fulfillment Aftersales digital experience (ex: build/buy appropriate tooling, ensure data consolidation)

Return & Refund

IMPROVE FULFILLMENT BY DECATHLON CUSTOMER EXPERIENCE

• Lead New countries opening project and train local CRC team on FBD related processes
• Debrief Transport performance with our Transport Panel together with United Transportation
• Improve profitability by implementing a scalable claim management process