Operations Manager -Ecommerce
This job does not exist anymore.
Try running a new search or browse our vacancies.
Or fill in the form below to receive job alerts.
| Job Type | Permanent Full Time |
| Location | wiltshire |
| Area | 134,152,190,192 |
| Sector | ManufacturingLogistics/Transport |
| Salary | £45k plus bens |
| Start Date | ASAP |
| Telephone | 01793 734440 |
| Job Ref | 973616 |
| Job Views | 1298 |
- Description
- Operations Manager - Ecommerce
- B2C established organisation
- New role, owning Ecommerce end to end business systems and processes
- Driving Ecommerce customer experience to exceed expectation
- Full accountability from order conversion to sales out in the most profitable and customer friendly way
- Opportunity for development and growth joining a business at an exciting stage!
As Ecommerce Operations Manager, reporting to the CEO and working alongside an experienced team you will take responsibility for driving Ecommerce operations and ensure customer service levels are maintained, ensuring an excellent customer experience to end consumers and retail partner network.
In this new role, you will develop, support and take responsibility for sales across the Company. Full accountability for converting orders in, into to sales out, in the most profitable and customer friendly way.
This is a fantastic opportunity to take a well-established UK brand in an exciting new direction.
Overview
Business Systems and Processes:
- Undertake a review of the entire business systems and processes from start to finish, highlighting areas for improvement
- Working with Head of Website, develop & deliver integrated processes and system improvements to achieve optimal business performance
- Ensure consistent conformance to operating procedures across all areas of the business
- Develop ecommerce operational metrics and KPI’s, report, review against
Operations:
- Address any real-time issues (e.g. delivery delays, returns increases) with the appropriate teams to action and ensure resolution.
- Review any issues in delivery and quality and, working with the relevant teams, develop procedures to prevent reoccurrences and manage compensation.
- Maximise efficiencies in the supply chain, working with the Head of Trade
- Ensure that we are maximising efficiencies in production and eliminating any unnecessary costs.
Customer Service:
- Deliver a premium and proactive customer service management with very high first contact resolution rates that delivers our customer satisfaction targets.
- To deal promptly and professionally with customer email and telephone enquiries, ensuring response times are measured by type (Call, Livechat, email) and that performance standards are achieved and maintained
- Guide and advise potential customers with the aim of converting to purchase
- Responsible for analysing and optimising the customer journey and making recommendations for improvements
- Assist the Head of Retail to ensure our Partners have adequate product and service training materials.
- Oversee our Review engine (Trust Pilot) ensuring any customer issues are dealt with promptly and effectively and ensure our reputation for service across all digital media including Facebook and Twitter is maintained.
Team Management
- Daily liaison and management of the supply chain and manufacturer of products.
- Management of Customer Operations Team and liaison with supply chain.
You need to have..
- Previous ecommerce experience with passion for driving sales through online platforms
- Forecasting and analytical skills
- Experience at managing customer service and providing excellent standards of service
- Experience of managing a manufacturing supply chain from order through to delivery.
- Computer literate
- Organised and process driven with good attention to detail
- Ability to communicate across all levels
- Strong team player
- Results focused.
- A real interest in On-line trading
Next Steps
Send your CV to us today!
