Salomon
Sporting Goods
CustomerServiceManager-eCommerce
Neural analysis suggests this role is
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“Customer Service Manager - eCommerce at Salomon. Skills: Customer Success, eCommerce Operations, Team Management. Lead day-to-day operations. Hire, coach, and develop direct reports”
What You'll Achieve.
Increase customer satisfaction; Drive repeat purchase behavior; Improve customer experience; Scale service capability quickly
Industry & Context.
Translate performance data; Actionable improvements
Lift up to 30 pounds
What They're Looking For.
Must Have
Understanding of digital/eCommerce customer service landscape, Analytical skills, Manage and develop customer service team, Excellent communication skills, Manage competing priorities, Interpersonal skills, Ability to inform policies and procedures
What You'll Do.
Lead day-to-day operations
and develop direct reports
Contribute to departmental strategy
Lead execution against priorities
Ensure effective onboarding and training
Maintain working knowledge of reporting tools
Define and maintain SLAs and KPIs
Lead business process reviews
Identify operational opportunities
Develop and maintain scalable resource model
Partner with stakeholders on processes and systems
Lead competitive benchmarking
Build relationships within D2C organization
Manage post-purchase operations
Synthesize customer feedback
Partner with payment processor
Lead team participation in system testing
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Regional and global teams; D2C organization
Communication Scope
Work independently; Work collaboratively
Full Job Description
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. POSITION TITLE: Customer Service Manager - eCommerce REPORTS TO: Director, Customer Service BUSINESS AREA: Customer Service LOCATION: Ogden, Utah OVERVIEW We are seeking an eCommerce Customer Service Manager to lead service delivery and operations for Salomon's North American direct-to-consumer business. This role sits at the intersection of customer experience, eCommerce operations, and cross-functional execution - responsible for translating day-to-day service performance into measurable business outcomes including customer satisfaction, retention, and repeat purchase behavior. This role is expected to bring a strong understanding of the digital/eCommerce customer service landscape and to help the organization scale service capability quickly as the business grow
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