EMEA OMNICHANNEL BUSINESS PROJECT MANAGER (F/M)

Position

Reporting to the EMEA Omnichannel Business Development team, you play a key role in maximizing business potential and customer satisfaction across the EMEA region. Your main mission is to optimize the entire omnichannel value chain to support business growth and elevate the customer experience. 
 

You ensure that the digital services and experiences offered to customers are aligned with the Group's overall strategy and are fully relevant and effective at the regional and market levels. By leveraging data analysis, market knowledge, and close cross-functional coordination, you identify and deploy initiatives to improve the customer journey while maximizing business impact. 
 

This position is at the interface between customer experience, service design, and performance optimization, requiring both strategic vision and a willingness for operational management. You know how to structure complex issues, prioritize high-impact initiatives, and translate them into clear and compelling recommendations, particularly through high-standard presentation materials. 

Job responsibilities

Drive and optimize performance

• Continuously analyze the digital customer journey, from add-to-cart to payment, to identify friction points, drop-offs, and optimization levers; 
• Identify the most relevant services per market, considering customer expectations, local constraints, and profitability challenges; 

Customer Voice & continuous improvement

• Lead the Voice of Customer strategy for the EMEA region, consolidating quantitative and qualitative feedback to guide experience improvements (including regular reporting, proposals, and action plan follow-up), in conjunction with Customer Service, Digital, and Retail teams. 

New Market Deployment

• Support new e-commerce market launches (definition of business cases, preparation for go-live). 

 Management 

• Supervise and coach an intern, developing their autonomy, analytical skills, and project management capabilities. 

 

Profile

Minimum 7 years of experience in e-commerce / omnichannel project management, with excellent command of order flows and the digital purchasing journey. 

Solid business, digital, and customer understanding, with a strong inclination for innovation and user experience optimization. 

Strong analytical skills and ability to transform data into strategic and operational recommendations. 

Excellent written and oral communication skills, with a recognized ability to simplify technical subjects for non-expert audiences. 

Expert in PowerPoint, capable of creating clear, structured, and impactful materials that translate technological complexity into business challenges. 

Autonomous, organized, comfortable managing multiple projects and working in cross-functional and international environments. 

Very good command of English, both written and spoken; an additional language is an asset. 

Proficiency in analytical tools: ContentSquare, Google Analytics, Salesforce, Excel.