Hugo Boss eCommerce Operations Manager

About Hugo Boss

Founded in 1924 and headquartered in Metzingen, Germany, HUGO BOSS is a global premium fashion group whose BOSS and HUGO brands offer distinct expressions of contemporary style. With roots in tailoring, its collections span clothing, accessories and fragrances, combining design expertise with international commercial reach. As an employer, the group offers career paths across creative disciplines, product development, retail, digital commerce and corporate functions. Its international operations bring together diverse professional expertise, with opportunities to contribute to brand development and customer experience.

Role & Responsibilities

• Manage and develop the eCommerce operations team, ensuring operational processes are performed effectively and building the team’s capacity to manage projects with limited oversight.
• Oversee onsite operations, order placement, fulfillment, customer service, and customer experience.
• Manage the operations team responsible for order and inventory management and the customer experience team responsible for customer service, customer feedback, and the customer journey.
• Ensure service metrics meet SLAs while developing initiatives and programs to improve the customer experience.
• Develop sales targets, plans, and strategies for chat and customer service teams.
• Own and develop the online VIP program, including communication cadence, experience offers, white-glove issue resolution, reporting, relationship growth, and identifying new customers for the program.
• Launch an onsite personal styling program with curated looks and guided selling for top customers, creating an elevated experience beyond traditional chat product recommendations.
• Redesign onsite chat creative, including images, buttons, and pop-ups, as well as chat logic, to increase adoption and sales conversion.
• Partner with IT to launch a chatbot for onsite FAQs and develop it as a digital product recommendation tool.
• Launch and monitor a survey program to gather customer feedback on the shopping experience and assess post-purchase satisfaction, identifying steps to address shortcomings.
• Project inbound inventory and outbound orders, and monitor and report on daily SLAs.
• Manage operational handling of inventory, including receipt, put-away, inbound carton close-outs, cycle counting, and RTV; and orders, including OMS quality assurance, on-time fulfillment, shipping SLAs, returns processing, return refurbishment, and rejection of out-of-policy returns.
• Work with logistics to ensure inbound merchandise and outbound orders are processed and cleared through the system promptly.
• Ensure the operations team monitors daily third-party customer service SLAs for calls, chats, and emails, and handles issues and escalations promptly.
• Monitor customer service reporting and issues, adjusting policies and procedures to improve first-response resolution rates.
• Ensure customer service agents receive regular training on seasonal and essential BOSS products, upselling to drive UPT and AOV, policies, procedures, the HUGO BOSS website layout, and online customer service tools.
• Perform quality assurance on the HUGO BOSS website to identify operational issues and bugs.
• Monitor and report on payments, fraud, shipping, checkout, chargebacks, promotions, and other onsite operational functions.
• Lead operational projects for online expansion into new countries, new concession partners, and new onsite third parties to improve conversion and customer experience.
• Partner with business and IT teams to develop test cases for major and minor releases; coordinate user acceptance testing, documentation, bug tickets, and retesting of fixes to support flawless launches.

Qualifications

• Independent, self-motivated, detail-oriented, reliable, and organized, with excellent communication skills.
• Ability to work efficiently with eCommerce stakeholders in a fast-paced environment.
• Deep understanding of trends, needs, innovations, and the pace of the eCommerce industry.
• Bachelor of Science degree.
• Four years of eCommerce operations or retail operations experience.
• Excellent project management and analytical skills.
• Proficiency in Excel and PC operations.

Skills

Experience

4 years of eCommerce Operations or Retail Operations experience

Education

BS College Degree

Compensation

The base compensation for this position ranges from USD 110,000 to USD 120,000 per annum.

Benefits

21 paid days off, prorated in the first year, plus a day off for the employee’s birthday; paid parental leave for full-time employees; medical, dental, and vision benefits with a Health Savings Account (HSA) option; 401(k) with company match; Share Investment Program (SHIP), offering eligible employees the opportunity to acquire HUGO BOSS AG shares under special SHIP conditions; Flexible Spending Account (FSA); employee discount program; voluntary benefits and critical illness coverage; company-sponsored life and disability benefits; Employee Assistance Program (EAP); and discounts on auto, home, and pet insurance.

Culture

Hugo Boss combines German tailoring heritage with a contemporary, globally minded approach, creating a workplace where precision, creativity and commercial awareness are central. Its teams work across design, retail and digital functions, with an emphasis on collaboration, innovation and delivering a consistent premium brand experience.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.