Digital Operations Manager

Launched in 1996, this Australian Fashion power-house who creates the hottest of fashion styles for WOMEN and GIRLS each year are looking to appoint a DIGITAL OPERATIONS MANAGER.
  
The role is responsible for the operations of all websites globally for both brands to ensure a seamless customer experience through to delivery. This role will focus on the functional operations end to end, across all 3rd party systems that are integrated in the delivery of the ecommerce solution.

Key Responsibilities:   

OPERATIONS

  • Manage the end-to-end structural and operational business processes that drives the customer service function
  • Report on any key issues with 3PL warehouses in relation to SLAs or operations
  • Work closely with marketing team to ensure website/system support and troubleshoot any issues
  • Raise tickets in the JIRA system to log and track issues raised with digital agency for issue resolution
  • Testing of any fixes/resolutions from 3rd party providers to ensure issues are resolved
  • Reconciliation of data between systems
  • Manage front-end (no code) based Salesforce updates
  • Ensure costs are maintained in line with the budget
  • Providing subject matter expertise in the creation and delivery of the operating model & operational process.
  • Process development and working alongside automation providers on our needs
  • Continuous business and process review and improvements

 DAY TO DAY MANAGEMENT

  • Administration, management, and application maintenance off all ecommerce systems
  • Digital customer experience, ensuring the digital platforms work seamlessly and intuitively from a customer’s perspective.
  • Manage the customer service team and provide support where required
  • Decision making escalation point for customer service team
  • Ownership and custodian of day to day BAU integrations to ensure all systems are working as expected
  • Manage operating procedures, systems, and tools across the ecommerce business
  • Ensure customer service KPIs are met and SLAs are adhered to from the customer service team
  • Key liaison for all 3rd party integrators
  • Manage relationships core suppliers, logistics partners and 3PL warehouses
  • Communicate internally any operational issues that can affect trade
  • Ensure updates of data to website occurs each day
  • Ensure customers can check out without any issues across all 3 websites
  • Manage any issue that requires escalating to the 3rd party for resolution
  • Monitor various systems daily to ensure there are no anomalies or issues in their operation
  • Coaching & exercising influence to key stakeholders
  • Review all invoices and record accordingly
  • Attend required meetings

 Skills & Knowledge required:

  • Cross platform experience
  • Salesforce Commerce Cloud experience
  • Strong understanding of the backend configuration and frontend facing elements of eCommerce
  • Experience working with middleware providers
  • Managing staff
  • Strong problem-solving skills
  • Strong self-management skills
  • Understanding of data movement
  • Strong negotiation skills
  • Strong customer focus
  • Solid understanding of how data and integrations work
  • Highly conscientious and a self-starter

To be successful for this role, you must have a minimum of 3-5 year's experience in an ecommerce fashion retail environment.


20/04/2021 $0 CBD & Inner Suburbs 1 Marketing & Communications
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