BasicNet is the first marketplace in the clothing industry that owns several well-known brands in the apparel, footwear, and accessories market, including Kappa, Robe di Kappa, Jesus Jeans, Superga, K-Way, Sebago, Briko, Woolrich and Sundek. Headquartered in Turin, Italy, the company operates on intangible aspects through a global network of licensees who produce and distribute its products, and offers various services to its network, such as research, development, global marketing, and information technology.Who We're Looking ForWe are looking for an Omnichannel Customer Operations Manager who will be responsible for leading and overseeing customer operations across all channels, including B2B (sales back office) and Direct-to-Consumer (e-commerce and retail).This role will play a key part in ensuring seamless and efficient end-to-end customer processes, driving operational excellence, and enhancing the overall customer experience across all touchpoints. The position requires strong cross-functional coordination and the ability to manage complex stakeholder dynamics.Key Responsabilities
Lead and manage customer operations across all channels (B2B, e-commerce, and retail), ensuring consistency and efficiency in processes and service levelsOversee B2B sales back office activities, including order entry and management, shipment tracking, returns handling, and support to the sales teamEnsure an integrated and high-quality customer experience across Direct-to-Consumer channels, aligning service standards and workflowsDesign, optimize, and continuously improve end-to-end order management processes, from order intake to delivery and post-sales supportCollaborate closely with Operations and Warehouse teams to ensure smooth order fulfillment and logistics executionPartner with Finance and Accounting to manage administrative and financial flows (invoicing, credit notes, payments)Work cross-functionally with Sales, Marketing, IT, and other departments to ensure alignment on tools, processes, and customer experience strategyMonitor performance through KPIs and reporting, leveraging data to drive continuous improvement and operational efficiencyManage escalations and complex issues, ensuring a proactive, solution-oriented approachContribute to the evolution of systems and tools supporting customer operations
Knownledge, Skills & Abilities Required
Proven experience in customer operations or customer service roles both for B2B and B2C (>5 years), with team management responsibilityStrong knowledge of B2B sales back office processes and order management workflowsExperience in managing operations for Direct-to-Consumer channels, including e-commerceSolid stakeholder management skills and experience working in cross-functional environmentsStrong operational mindset combined with a customer-centric approachExcellent organizational, analytical, and problem-solving skillsProactive attitude with a focus on continuous improvement and process optimization
BasicNet is committed to creating a supportive and motivating work environment, promoting collaboration and open dialogue, welcoming every voice and idea. In addition, BasicNet offers opportunities for professional and personal development, providing the resources and tools necessary for growth and success.#J-*****-Ljbffr