Onboarding and e-Commerce operations Manager

  • Client Success
  • Lyon, France

Onboarding and e-Commerce operations Manager

Job description

If you are a real e-commerce enthusiast with solid previous experience in handling enterprise-level software solution’s onboarding with a natural inclination to simplify project and communication flows to make them accessible to all, then you are our new Onboarding and e-Commerce operations Manager.

How do we roll out the red carpet to our new clients? How do we make their onboarding experience as smooth as possible? What is needed keep them engaged after launch? How can we help them make the most out of our e-commerce platform?T hese are the questions you will need to answer as the reference point in onboarding and e-commerce support at Scalefast.

Revolutionize brands online business

In 2025, you will be able to refill your organic shampoo straight out of the shower by touching the wall.

Your next favorite sneakers will be guessed and delivered by cyber-birds.

Your coffee machine will automatically customize your coffee based on your mood.

Do you want to help brands make it a reality?

Hell yeah!

Scalefast helps amazing brands develop a successful Direct-to-Consumer online business. Our next-generation technology platform is built to optimize modern eCommerce. Our end-to-end infrastructure includes global merchant-of-record agreements, fulfillment, subscription, loyalty programs, and finance functions to deliver new revenue and delightful brand experiences. Scalefast has proven itself with global brands like L’Oréal, Sega, Logitech and Flir.

We are now recruiting a highly organized, empathetic and reassuring Onboarding and e-Commerce operations Manager reporting to the VP of Client Success and as part of the Client Success Team to develop and optimize Scalefast’s enterprise client onboarding flow as well as post-launch e-commerce day-to-day operations support processes and manage and train stakeholders to provide constant white-glove service to all our clients.

What will I do?

Develop and optimize client onboarding flows and processes to provide a reassuring white-glove experience to our clients while staying true to Scalefast’s values: ensuring a quick time-to-market

Create and maintain engaging and comprehensive onboarding and e-commerce operations toolkits and checklists

Create processes oriented to improve the time-to-market and respect due dates

Create a client engagement tracking system

Manage the e-commerce manager and store operation teams

Improve the client training system

Be responsible for client onboarding wow effect, engagement and satisfaction score

Train and support e-commerce managers and store operators to roll out the onboarding processes as expected

Train e-commerce managers and store operators to manage client store day-to-day operations efficiently such as event and promotion planning as well as client trainings.

Work closely with the project management team to improve the flows efficiently from both technical and business perspectives.

Handle onboardings as a second line with the e-commerce managers and store operators when necessary

Train our channel partners to roll-out our onboarding and e-commerce operations with the same quality

Write REX reports and improve processes accordingly

Job requirements

What do I look like?

I have a Master’s degree in marketing or equivalent

I have previous experience in enterprise-level software onboarding

I have excellent leadership and management skills

I am passionate about organizing and structuring information in a simple way with a strong bias for action

I feel rewarded when delighting clients

I always look into creating scalable processes with quality controls

I am always looking for a way to do and explain things more efficiently

I am comfortable building relationships with clients and co-workers

I am attentive to client knowledge needs

I have strong PPT design and presentation skills

I have outstanding written and oral communication skills

I am comfortable training people in English

I am great at designing captivating onboarding flows

I am able to work independently and manage multiple priorities

I want to have the first personalized sneakers delivered by cyber-birds

What I can expect…

Become part of a multi-cultural happy family

Be one of the first at our new Lyon office

Work with amazing brands

Get the opportunity to influence the future of our services and platform

Get healthy snacks all day

Participate to weekly team lunch and other events

Employee transportation benefits

Health coverage

Meal tickets (Tickets restaurants)

Today, more than 20 million people around the world buy through our stores. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Scalefast, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.