Job Specifications
Amer Sports is a sporting goods company with internationally recognized brands including Salomon, Arc’teryx, Peak Performance, Atomic and Wilson.
“The Mountain Sport Company”, Salomon was born in 1947 in the heart of the French Alps and the birthplace of modern alpinism. Salomon’s commitment to innovative design and passion for mountain sports created a vast range of revolutionary new concepts in bindings, boots, skis and apparel for both Alpine and Nordic skiing and brought innovative solutions to footwear, apparel and equipment for snowboarding, adventure racing, mountaineering, hiking, trail running, and many other sports.
Through performance driven design, Salomon delivers innovation and progression to mountain sports; converting new ideas into action and expanding the limits of possibility. Salomon’s heritage, culture, and commitment are tied together by one simple concept: the world’s leading mountain people creating the world’s leading mountain products. Salomon is responsibly committed towards the outdoor through its sustainability program. Diversity is one of Salomon’s five values, therefore we are committed to creating an inclusive environment for all.
Salomon is headquartered in Annecy, France.
Amer Sports est le leader mondial des équipementiers du sport avec les marques Salomon, Arc’teryx, Peak Performance, Atomic et Wilson.
Salomon SAS, « The Mountain Sport Company », est née en 1947 au cœur des Alpes et berceau de l’alpinisme moderne. Grâce à la passion du sport et un design innovant, Salomon a créé une vaste gamme de nouveaux concepts révolutionnaires en fixations, chaussures, skis et vêtements pour le ski alpin et nordique et a pu apporter des solutions innovantes dans le footwear, et les équipements pour le snowboard, la compétition, l’alpinisme, la randonnée, le trail running and bien d’autres sports.
Au travers de cette orientation vers la performance, Salomon innove et excelle sur les sports de montagne, en convertissant de nouvelles idées en produits et en repoussant les limites du possible. L’engagement, la culture et l’héritage de Salomon sont tous liés par un simple concept : chaque salarié peut faire de Salomon la marque de montagne de référence. Salomon s’engage de manière responsable pour l’outdoor au travers de son programme de développement durable. La diversité est l'une des cinq valeurs de Salomon, c'est pourquoi nous nous engageons à créer un environnement accessible à tous.
Le siège de Salomon est basé à Annecy (74), France.
Job Description
We are looking for a strategic and execution-driven eCom Consumer Service & Operations Senior Manager to lead, at global level, all aspects of Consumer Service and e-Commerce website operations.
This role is directly responsible for driving revenue growth and consumer retention by leveraging operational excellence and service performance across the entire e-commerce journey, from order placement to post-purchase experience.
Reporting to the VP E-Commerce, you will define global strategies, frameworks, and standards to ensure a seamless, scalable, and consistent consumer experience worldwide.
Your Main Missions:
Global Leadership & Strategy Development
• Define and lead the global strategy and guidelines for Consumer Service and e-Commerce operations.
• Align roadmaps and key initiatives with broader business growth objectives.
• Act as the key decision-maker for optimizing service levers to increase sales conversion, retention, and satisfaction.
• Drive expansion initiatives (new markets, new service channels, sustainability-related post-purchase initiatives).
Consumer Service as Business Driver
• Design and implement a high-performance, world-class consumer service strategy across phone, email, chat, and social media.
• Develop incentive programs to maximize up-selling, cross-selling, and conversion while controlling return rates.
• Establish and monitor sales and service KPIs.
• Lead product and sales-oriented training programs for service teams.
• Implement retention and loyalty strategies based on data-driven personalization.
E-Commerce Website Operations Management
• Ensure end-to-end operational excellence from purchase to delivery.
• Oversee fraud detection and prevention frameworks in collaboration with Finance and external providers.
• Optimize payment gateways and checkout processes to maximize conversion and reduce friction.
• Improve order accuracy, fulfillment efficiency, and delivery lead times.
Data-Driven Performance & Continuous Improvement
• Develop and track KPIs across service and operations.
• Leverage consumer behavior data and analytics tools to identify growth opportunities.
• Drive automation initiatives to improve scalability and efficiency.
• Benchmark best-in-class CX standards and continuously monitor innovation.
Cross-Functional & Partner Collaboration
• Collaborate with Regional e-Commerce, Consumer Service, Operations, IT, Product, CRM, Finance, Legal, and Supply Chain te