eCommerce Operations Manager  

The eCommerce Operations Manager is responsible for the daily back-end operations of the company; order processing, inventory management, purchasing, and customer service. This individual will be a highly-motivated self-starter with strong analytical and organization skills.

Primary Responsibilities

Finance

• Ensure that all financial processes associated with each financial month, quarter and year end are executed accurately and in a timely manner at Exec level
• Ensure all necessary processes are in place to ensure no stock is lost in the office, stock counts are accurate and any variances are fully investigated.
• Ensure that all VB customer data is protected in accordance with the Data Protection Act and any relevant current local legislation
• Ensure adequate stock management tools and processes are in place to enable efficient working across all online shops Monitor fraud, chargebacks, refused payments, etc. in WorldPay and ensure robust anti-fraud processes are in place, reporting fraud to authorities such as Action Fraud

Customer Service

• Ensure that team responds to customer queries in line with standards set and agreed response times
• Streamline processes through developing the suite of email templates and FAQ content to reduce the time spent on queries and complaints
• Coordinate the production and continual improvement of ‘instruction manuals’ for each shop to ensure full customer service coverage for all shops in the event of staff absence and holidays
• Explore local expectations of customer service and service provided by competitors and tailor responses accordingly minimizing losses and maximizing revenue
• Compile statistics relating to customer service performance and produce a variety of reports to analyse data and identify key areas where improvement is required
• Improve the ratio of Customer Service v Order Confirmation emails Reduce overall Customer Service levels so that Exec team can spend more time on proactive areas
• Ensure that refunds are granted only where corporate Terms and Conditions are met
• Oversee payment issues and chargeback queries, ensuring that losses are recovered as required
• 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 email management system, collating data and performing analysis to determine whether there is sufficient return on investment and saving in time to justify adopting the service or a similar alternative
• Coordinate the monitoring of all shop sites to identify issues which may prevent customers from buying online and Identify changes and improvements necessary
• Explore and implement a telephone management system to resolve customer queries, while maintaining existing resolution speed.
• Explore and implement sales training to enable more proactive sales of products when taking calls or on email to customers.
• 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.

Sales

• Work with the Senior Ecommerce Operations Manager to build an incentive programme that will drive and motivate the success of the sales team and ensure that they achieve clear numerical targets over set periods
• Identify new opportunities to introduce sales into the customer journey, increasing the volume of sales
• Lead by example on best practice for upselling product to customers and provide guidance and mentoring to members of the team that require additional support

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 the Retail Management Team and the Merchandising secondment to formulate merchandising strategy and take responsibility for its implementation in conjunction with Shop Execs and maintaining quality control of the execution at shop level
• Work with Product team to test various sales mechanics and offers by product type, time of year and other variables to determine how 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 maximise 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 framework of Google Analytics requirements for each site and collate Exec output and feedback to establish key improvement areas
• Gather findings from execs to prioritise key areas requiring analysis,
• Ensure that Product Updates are delivered within the set timeframes on all shop
• Ensure that products are listed across all shops to maintain consistency of offering

Competencies

• 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 behavior
• 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
• Experience of managing a team
• Ability to effectively coach colleagues and communicate with senior management
• Strong negotiation and communication skills
• Proven experience of a sales environment with the ability to proactively sell to an online/telephone audience.
• Experience of incentivising and motivating a sales focused team
• Understanding of E-commerce fulfilment process and how to achieve cost effective business solutions while maintaining high levels of customer satisfaction

Candidate Background and Experience Key Elements:

• 1-2 years experience in Electrical Wholesale Distribution or Manufacturing
• Bachelor's Degree or relevant work experience required
• Must have experience using e-commerce platforms and Inventory Management, Order Management, Reporting & Analytics, Shipping & Fulfillment
• Excellent communication skills
• Proficient in MS products and Google docs, sheets