About the Role
This position is responsible for leading business analysis and process design for the Order Management System (OMS) within the omnichannel and marketplace ecosystem. The goal is to ensure seamless orchestration of orders across owned inventory and third-party sellers. The role will involve integrating Fluent Commerce or equivalent, Commerce tools, SAP, Mirakl, Far Eye, and Salesforce to deliver unified customer and seller experiences.
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Job Responsibilities
- Act as the primary liaison between Business and IT for the Order Management domain, covering order orchestration, allocation, fulfillment, cancellations, and returns.
- Conduct structured business analysis including stakeholder interviews, requirement documentation, process flows, and user stories for end-to-end omnichannel journeys (E-commerce, Store Pickup, Warehouse, Delivery).
- Collaborate with cross-functional business analysts, product owners, solution architects, business stakeholders, and vendors to ensure seamless OMS integrations with OMS, Commercetools, SAP, FarEye, and Service Cloud.
- Drive enhancements for Buy Online Pickup in Store (BOPIS), Ship from Store, Reserve Online, and Return Anywhere capabilities.
- Support UAT planning, deployment readiness, and post-go-live validation of order lifecycle performance.
- Monitor OMS KPIs (allocation accuracy, split ratio, turnaround time) and recommend continuous improvements.
- Work closely with the Marketplace (Mirakl) team to streamline seller order routing, SLA compliance, cancellations, and return logistics.
- Ensure seamless integration between OMS, Seller Center, Commerce tools, SAP, Far Eye, and Salesforce Service Cloud.
- Enable omnichannel capabilities such as Cross-Seller Orders, BOPIS, Ship-from-Store, and Return Anywhere.
- Drive continuous improvement in both customer and seller fulfillment journeys.
Candidate Requirements
- Bachelor’s degree in engineering, Computer Science, or Information Systems.
- 8 – 10 years overall experience, with a minimum of 4 years in Order Management Systems (OMS) within Retail, E-commerce, or Supply Chain.
- Requirements Engineering: BRD, User Stories, Acceptance Criteria.
- Process Mapping & Modelling: Order flows, Fulfillment, Reverse Logistics.
- Functional Expertise: Fluent Commerce (Mandatory) or equivalent OMS (Manhattan, Sterling, Increff, Salesforce OMS).
- Marketplace Expertise: Mirakl or similar Seller Platforms for third-party order management.
- Retail Systems Understanding: Commercetools, SAP, Salesforce, WMS, TMS (FarEye).
- Data & KPI Analysis: Order metrics, SLA tracking, Seller performance.
- Agile Tools: JIRA, Confluence, MS Project.
- Strong stakeholder management and communication skills.
