Ecommerce Operations Manager

Key Responsibilities:

Overall Purpose:

Support the business partners in achieving their objectives and the growth of their assigned shops. Manage the Ecommerce workflow processes, manage product uploads, site merchandising, inventory management, monitoring progress on specific tasks and reallocating work as appropriate. Contribute insights into the strategic direction of the Retail department based on the understanding of E-commerce processes. This role requires a sound knowledge of the digital environment and a passion for the system architecture and optimization.

Technical Requirements

  • To improve editing quality in digital activity (web Page and Social network).
  • To liaise closely with E-commerce digital marketing to help in marketplace integration and affiliation program, including influencer program roll out.
  • To improve Click to collect, O2O, customization and Customer care with FAQ chatbot and one to one mail system.
  • To perform a better system in CRM, improving database and data mining and related action to focus our digital investment and conversion rate.

Customer Service

  • Ensure that the team responds to customer queries in line with standards set and agreed response times
  • Streamline processes through developing the suite of e-mail templates and FAQ content to reduce the time spent on queries and complaints
  • Collate useful qualitative feedback from customers and share with other managers to assist in product development and adoption of improved practices
  • Research and oversee introduction and trial of automated e-mail management system, collating data and performing analysis to 3 determine whether there is sufficient return on investment and saving in time to justify adopting the service or a similar alternative
  • Be responsible for emergency planning in relation to shop website downtime, transport strikes, attraction closure, Bank Holidays, Christmas & New Year periods and other external factors which impact on customers’ ability to redeem products and therefore increase Customer Service volumes

Merchandising & Growth

  • Work closely with the Retail Product Team to optimize all websites and ensure local online shopping preferences are satisfied and reflected in product offering
  • Work with Product team to test various sales mechanics and offers by product type, time of year and other variables to determine how the calendar of activity should evolve
  • Ensure a seamless and positive customer and user experience at all times
  • Plot all main customer journeys with Analytics team and optimise these to maximize conversion rates
  • Keep up to date with industry trends, conduct competitor research and anticipate changes in customer demand patterns
  • Identify and explore new customer groups as appropriate, including new country delivery options from current websites
  • Set out the framework of Google Analytics to establish key improvement areas

Cross Department working to support efficiency and growth 

  • Be an E-commerce Operations champion for the Retail Team to help lead the strategic development of the E-commerce activity
  • Contribute insight into the strategic direction of the Retail team through understanding of the complexity of all different aspects of the business

The Ideal Candidate:

Knowledge, Skills and Experience

  • Excellent Team Player Experience in a fast-paced sales environment driving performance to reach targets with a focus on conversion
  • Significant experience in servicing customer queries in both an online & offline environment
  • Experience of E-commerce merchandising best practice, with an understanding of user behaviour
  • Experience of stock management and financial procedures High standard of written and spoken English
  • Proven experience in an E-commerce role with exposure to operational element
  • Ability to effectively coach colleagues and communicate with senior management
  • Ability to plan, prioritize and manage multiple tasks and deliver to tight deadlines
  • Able to work on own initiative Excellent Microsoft Office proficiency
  • Interest in technology and evolution of the web
  • Ability to take the initiative Ability to build external and internal relationships and partnerships
  • Ability to plan, prioritize and manage multiple tasks and deliver to tight deadlines
  • Problem solving ability Generates new ideas
  • Emotionally intelligent Prepared to challenge and be challenged
  • Accountable and responsible
  • Communicates effectively to all levels of the organization