DTC Operations Specialist

Helly Hansen

Full-time

On-site

Denver, CO

$50,000 - $70,000 USD yearly

Founded in Norway in 1877, Helly Hansen continues to develop professional grade apparel that helps people stay and feel alive. Through insights drawn from living and working in the world’s harshest environments, the company has developed a long list of first-to-market innovations, including the first supple waterproof fabrics more than 140 years ago. Other breakthroughs include the first fleece fabrics in the 1960s, the first technical base layers in the 1970s, made with LIFA® Stay Dry technology, the patented H2Flow™ temperature regulating system, and the revolutionary lighter, warmer LIFALOFT™ insulation. Building on Helly Hansen’s proprietary HELLY TECH® waterproof/breathable system, the technical outdoor brand has most recently introduced the award-winning LIFA INFINITY PRO™ - the company’s most innovative and responsible waterproof/breathable technology to date.

Helly Hansen is a leader in technical sailing and performance ski apparel, as well as premium workwear. Its uniforms are worn and trusted by more than 55,000 professionals and can be found on Olympians, National Teams, and at more than 200 ski resorts and mountain guiding operations globally.

Helly Hansen’s outerwear, base layers, sportswear and footwear are sold in more than 40 countries around the world and the company is owned by Canadian Tire Corporation (CTC). To learn more about Helly Hansen’s latest collections, visit www.hellyhansen.com

To apply send your resume to melissa.pohle@hellyhansen.com

Helly Hansen is looking for a DTC Operations Specialist

We are looking for a Direct-To-Consumer Operations Specialist who is an expert at Omnichannel operations including logistics, payments, shipping and returns to help us create great customer experiences through our DTC channels. The role will collaborate closely with the full digital team in both North America and EU, as well as the Finance department, Distribution Center and IT department.

The DTC Operations Specialist will play a key role in driving digital projects to ensure an excellent customer experience on all Helly Hansen’s DTC channels in North America. The role will also work closely with rest of the business to ensure correct and optimized backend-processes.

It is required that the person is “hands-on” and has experience with deploying and using tools to monitor and test performance and manage the user experience and design across touchpoints.

Key Responsibilities:

Help develop and execute a strategy and plan for improving North American DTC (Brick-and-Mortar and Ecommerce) operations at Helly Hansen
Play key role in development of omnichannel operational capabilities to create unified experience for consumers in all DTC channels
Oversee Ecommerce order processing and fulfilment and ensure consistency with communicated customer timelines. Ensure timely support plus resolution of potential issues and delays
Identify bottlenecks in consumer experience as it relates to operations and help identify and implement cross-functional solutions
Review and optimize payment options, shipping methods, return/exchange processes – making sure that we are always implementing best-in-class consumer experiences
Manage payments and fraud daily as well as support longer term payment/fraud projects that include customer care, the finance team, retail operations and third-party vendors
Implement and manage best practice monitoring tools for errors and issues related to the payment flow
Ensure compliance with tax rules and regulations for different countries
Help optimize the internal reconciliation process related to orders, returns, exchanges and refunds, ensuring automation as much as possible
Negotiate prices and terms with payment providers
Manage day-to-day operations and cases that arise related to payments and fraud
Manage post-purchase payment flow ensuring that our customers have a pain-free returns or exchange process
Support the North American market with both day-to-day issues that arise, as well as with improving processes
Monitor chargebacks
Optimize payment authorization vs fraud risk ongoing
Create and manage dashboards to monitor and share KPIs
Assist Logistics manager with negotiation of terms, conditions and prices with shipping providers in order optimize shipping times and prices
Review shipping options and ETA solutions
Proactively identify operational problems and facilitate solutions with appropriate parties
Initiate, collaborate and or manage projects to enhance customer fulfillment experience
Identify and implement new processes to prevent issues and improve operations

Organizational structure

Reports to: Ecommerce Manager, North America

Location: Denver metro area

What we are looking for:

Passion for the outdoors, skiing, and/or sailing
Excels at leading in cross-functional situations
3+ years’ experience within Ecommerce operations
Comfortable negotiating
Bachelor’s degree or equivalent experience in retail, business, operations, or related field
Fluency in written and spoken English is mandatory. Skills in Norwegian, Swedish, German, French, Italian, and/or Spanish are a strong bonus

Work Environment:

Ability to thrive in a lean, high-growth environment
Ability to work well across functions, diverse communities and different time zones

We offer:

A culture that rewards excellence in an exciting phase of growth and new opportunities
An ambitious, dynamic, creative, and international environment
Discounts on great gear
Competitive compensation and benefits, and an active environment with passion for sports
Travel Requirements: Ability to travel, including potential international travel

This position is a full-time employment with compensation between $50,000 and $70,000 depending on experience.

To apply send your resume to melissa.pohle@hellyhansen.com

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