Our client a fast-growing specialist retail company that caters to the premium pet market offering pet lovers a range of food and accessories for their beloved companions. The Company is the leading pet care retailer in the country with over 170 stores nationwide and aims to be one of the most respected specialist retailers in the country. The Company has a best-in-class omnichannel offering and is looking to significantly grow ecommerce revenue over the next five years.

Overview of the Role

The Ecommerce Operations Manager (“OM”) will have overall responsibility for the operations of ecommerce offering and will report to the National Operations Manager. The successful candidate will manage a team of 8 and work closely with the marketing, tech, buying and planning teams to ensure that the Ecommerce function achieves its goals. The OM will also be required to contribute to the Company’s Ecommerce strategy and implement key strategic initiatives. The ideal candidate must have at least three years’ experience in ecommerce and a demonstrable track record of managing an efficient operation. They must be a strong leader with extensive management experience, strong problem solving and organizational skills and be able to manage a fast-growing unit

Responsibilities

• Overall responsibility for the operations of ecommerce offering.
• Overall maintenance of the website which includes the management of stock outs and discontinued products; price changes, promotional setups; loading new products and presentation and categorization of all products on the website.
• Overall management and development of the Ecommerce
• Set key performance indicators (“KPl’s”) and individual development plans for the ecommerce team and manage the team to ensure KPl’s are met.
• Achieve a delivery rate greater than 85% within 24- 48 hours, and greater than 95% within in 72 hours.
• Ensure revenue budgets and key performance metrics are met.
• Implement initiatives to gain new customers, win back “lost” customers and retain “at risk” customers.
• Oversee all customer enquiries and complaints and ensure they are all are addressed appropriately.
• Implement initiatives to ensure best-in-class customer service.
• Liaise with planning team to ensure broad range of products is available on the website and new products are added in a timely manner
• Ensure stock availability on the website is at optimal levels.
• Ensure appropriate stock management and control.
• Ensure the website, mobisite and app are functioning appropriately and liaising with the tech team to ensure bugs are fixed and improvements made.
• Working with the marketing team to ensure appropriate descriptions, images, product reviews and valued added and engaging
• Ensure imagery is updated to keep the website “fresh”
• Assist in the development and implementation of the online strategy.
• Ensure appropriate processes in place to allocate orders between drivers and external couriers to ensure lowest cost within delivery KPI’s.
• Manage drivers to ensure deliveries done on time and manage route and logistics costs.
• Negotiate courier rates with external parties.
• Manage vehicle fleet to ensure vehicle maintenance and licensing carried out at required intervals.
• Prepare weekly and monthly reports to show key performance
• Ensure all financial processes are executed accurately and in a timely manner

Qualifications, personal traits and experience

Attainments/Educational Level/Qualifications

• University Degree preferable
• Experience with ecommerce platforms such as Shopify and Magenta are advantageous
• Basic understanding of coding will be advantageous.
• Strong proficiency in Excel

Experience

• 3 to 5 years’ ecommerce
• 5 plus years management experience.

Intelligence/Aptitude

• Strong Leadership skills.
• Excellent organizational abilities.
• Outstanding communication and interpersonal skills.
• In depth knowledge of ecommerce and omnichannel retail
• Solution orientated.

Disposition/Personality/Motivation

• Able to perform under pressure.
• Resourceful
• Positive and enthusiastic
• Strong work ethic

Requirements

• Needs to be able to travel nationally

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