E-commerce Operations Manager | Support Office

Job Role

We are looking for an E-commerce Operations Manager to join our team!

Role Purpose: To oversee and develop the e-commerce business, supporting and defining future requirements, acting as the liaison between store operations and other support functions to ensure that the best service is delivered to customers.

This role is responsible for working with and implementing the objectives set by the CROO and Head of Retail Operations on behalf of the business, to ensure the best-possible customer experience for the Co-op’s online grocery proposition. This includes, however, is not limited to:

•  Supporting the Head of Retail Operations and CMMO in developing and managing the e-commerce operational activities, to deliver the best possible customer experience and grow basket transaction value.

 • Contribution towards design, testing and implementation of new functionality.

 • Engage directly with the store operations & marketing and membership team, fulfilling customer orders to ensure that service is delivered well and product quality meets customer expectations.

 • Act as the primary lead for e-commerce operational activities in the support centre, ensuring that grocery website administrative tasks have been carried out by other support functions.

 • Monitor the e-commerce site to ensure that product availability is maintained, information is accurate ensuring that products have images and descriptions, updating FAQ pages, updating terms of business, updating banners to drive customer basket value.

 • Assist the member services team/store teams if they are unable to log in, or order, escalating issues as necessary with other business support areas.

 • Responsible for maintaining accurate standard operating practices for the e-commerce operations.

 • Review online grocery performance reports, including (but not limited to); sales, out of stock, voucher code usage, substituted products, reasons for customer contact and provide weekly management information, highlighting areas of focus.

 • Champion the e-commerce business, working alongside other support functions to communicate internally and externally the proposition.

 • Act as the project manager for the operational activities to enable future e-commerce developments to ensure that they are well designed, provide market leading customer experience and drive sales.

 • Any other duties as required.

SKILLS, KNOWLEDGE AND EXPERIENCE REQUIREMENTS

The successful candidate will have:

• E-commerce and web application management experience.

• Project management experience, implementing new processes/business change.

• Experience conducting, analysing, and presenting findings from insights and e-commerce data.

• Excellent communication and relationship skills.

• Excellent technical knowledge of digital technologies and tools.

 • Excellent collaboration skills.

 • Strong attention to detail & accuracy.

 • Knowledge and experience in meeting e-commerce standards.

 • Creative problem solving.

 • Excellent presentation skills.

 • Be self-motivated and self-directed as well as team player.

 • Understanding of data analysis and insight methods would be desirable.

 

Interested? Ready to join us?

To apply, please click the 'Apply Now' button below. 

For further information, please contact our HR team on tel 879822 or email us today.

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