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Job description / Role
Operations Support Manager - eCommerce - Kuwait
eCommerce is an exciting new support function within Alshaya as the business launches transactional websites for a number of the 70+ brands and 19 countries within the Alshaya portfolio. The function is rapidly building Alshaya's multi-channel capability to deliver customers' choice and convenience when shopping in a number of rapidly growing online emerging markets. The function is split in to 4 key areas - Trading & Merchandising, Operations & Program Management, Design & Content and Digital Marketing.
The Operations Support Manager for eCommerce is directly accountable for managing the payment pipeline throughout the end-to end customer journey in the Alshaya group B2C online channels. You will develop strong relationships with key functions, including the eCommerce Operations and Customer Service teams, Logistics, Finance, Loss Prevention and the 3rd party payment gateway service providers. Through these channels you will shape the development and implementation of ""best practice"" with respect to online payment services, implementing robust anti-fraud measures in order to maximise profit, minimise risk, and consistently achieve high levels of customer satisfaction.
Your responsibilities will include (but are not limited to):
* Driving the success of the Payment and Fraud Team across all brands and operating countries through the effective management of customer payment / refund transactions, fraud and authorisation failures, and charge back processes
* Creating effective fraud rules, regularly reviewing their impact on the business, and producing, fraud and order statistical reports
* Identifying and engaging the relevant acquiring bank in each new market to ensure timely integration with payment gateways/websites
* Implementation of Payer Authentication (3D secure), and management of related communication with issuing banks on a day-to-day basis.
Due to the role's high focus on all aspects of the payment pipeline, you will need to be adept at optimising the configuration of payment gateway portals, and be able to utilise a wide spectrum of anti-fraud tools and risk management strategies to achieve your goals (e.g. velocity checking, identity morphing checks, IP geolocation, device fingerprinting, risk scoring). Additionally, you will be expected to provide guidance, leadership and training to departmental personnel in order to ensure your team are developing the necessary skills.
Requirements
* A Bachelor's degree in a relevant field
* 5-7 years' experience of working in a customer services team
* Exposure to online payment processing / anti-fraud management within a multi-channel retail operation (retail/luxury/consumer goods).
The ideal candidate will also have significant exposure to eCommerce at an operational level, including both strategy development and implementation, and a good working knowledge of key commercial systems, including Cybersource products. You will possess strong presentation, interpersonal, networking, analytical, numerical and statistical skills, and be able to demonstrate these through your management and organisational style. Lastly, and essentially, you will possess the ability to lead, motivate and influence the individuals and teams in your authority, fostering a strong working relationship with them.
About the Company
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.