E Commerce Customer Service Manager

We 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.
We 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.
This 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.
Analyze 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).
Conduct benchmarking against leading online players and market trends.
Propose and support enhancement initiatives across the full order lifecycle, ensuring consistency and scalability geographies.
Build business cases to support proposed initiatives.
Work closely with multiple stakeholders (eCommerce, Operations, Customer Care, IT, Logistics, CRM…).
Drive and support the execution of customer journey initiatives, with accountability for delivery and go‑live.
Follow initiatives after go‑live, monitoring performance and key KPIs.
Present findings, proposed initiatives, and results to the eCommerce Leadership Team, ensuring alignment on priorities, decisions, and next steps.
6‑8 years of experience in Customer Journey, Digital Operations, or E‑commerce roles.

• Experience working on cross‑functional initiatives in complex, multi‑brand or multi‑country environments.
• Confidence in managing both operational tasks and project‑based activities.
• Fluency in English.

Access to our cutting‑edge learning platform, Leonardo, and personalized development programs to help you grow professionally and personally.
Enjoy flexible work conditions, health insurance coverage, ticket restaurants, internal rooftop canteen.
Access 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.
Enjoy 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.