PpWe are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high‑quality vision care products such as the Essilor brand with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray‑Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa, as well as a network that offers consumers high‑quality vision care and best‑in‑class shopping experiences such as Sunglass Hut, LensCrafters, Salmoiraghi Viganò and the GrandVision network, and leading e‑commerce platforms. /p pJoin our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eye‑care industry. /p pbIf you’ve worn a pair of glasses, we’ve already met. /b /p h3Your #FutureInSight with EssilorLuxottica /h3 pAre you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible! /p h3Your role /h3 pWe are looking for a Customer Journey Ops Manager who will play a key role in analyzing, designing, and improving end‑to‑end customer journeys across brands and markets. The role covers all phases from cart to delivery and post‑purchase, with the goal of improving customer experience and reducing operational inefficiencies. It combines analytical capability, operational execution, and project‑based contribution to deliver consistent, efficient, and high‑quality customer experience across all touchpoints. /p pThis position requires a strong understanding of digital journeys, the ability to identify gaps and opportunities in complex ecosystems, and the capability to work cross‑functionally with Business teams, Logistics, Customer Service, Digital IT, and Regional teams. /p pThe role is hands‑on and impact‑driven, with clear accountability for turning insights into live initiatives. /p h3Main responsibilities /h3 ul liAnalyze the current pre‑ and post‑checkout customer journey across all group e‑commerce sites, identifying pain points, inefficiencies, and improvement opportunities (e.g. online delivery promise communication, shipping delays reduction, unboxing experience optimization, effective transactional communications). /li liConduct benchmarking against leading online players and market trends. /li liPropose and support enhancement initiatives across the full order lifecycle, ensuring consistency and scalability geographies. /li liDefine functional and operational requirements, effort, costs and benefits estimated. /li liBuild business cases to support proposed initiatives. /li liWork closely with multiple stakeholders (eCommerce, Operations, Customer Care, IT, Logistics, CRM…). /li liTranslate approved initiatives into structured action plans with clear priorities, milestones, and dependencies. /li liDrive and support the execution of customer journey initiatives, with accountability for delivery and go‑live. /li liFollow initiatives after go‑live, monitoring performance and key KPIs. /li liPresent findings, proposed initiatives, and results to the eCommerce Leadership Team, ensuring alignment on priorities, decisions, and next steps. /li /ul h3Main requirements /h3 ul li6‑8 years of experience in Customer Journey, Digital Operations, or E‑commerce roles. /li liStrong analytical mindset with the ability to translate insights into concrete actions. /li liExperience working on cross‑functional initiatives in complex, multi‑brand or multi‑country environments. /li liConfidence in managing both operational tasks and project‑based activities. /li liStructured, proactive, and execution‑oriented approach. /li liFluency in English. /li /ul h3What’s in it for you /h3 pIn EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique; have a glimpse of some of the benefits you will enjoy as a successful candidate: Access to our cutting‑edge learning platform, Leonardo, and personalized development programs to help you grow professionally and personally. /p pEnjoy flexible work conditions, health insurance coverage, ticket restaurants, internal rooftop canteen. /p pJoin the Corporate Shareholding Program ‘BOOST’ an opportunity to share in the company’s success and directly benefit from EssilorLuxottica’s growth. /p pAccess special offers for employees on a vast range of eyewear, eye care products, and fashion apparel, so you can enjoy our world‑class brands firsthand. /p pEnjoy our ‘Disconnect Program’ a holistic approach to work‑life balance, including initiatives for mental health, yoga, jogging sessions, and more, designed to help you recharge and stay healthy. /p pOur recruitment process may vary; if you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application. /p /p #J-18808-Ljbffr