E-Commerce Operations Support Manager – Windsor

Location: Hybrid role based in Windsor, UK, 3 days in the office including Mondays

Overview

The E-Commerce Operations Manager role is responsible for the management of maintenance operational tasks in all covered regions. This role manages a sub-team of Operations Support Specialists, and is accountable to clients for the maintenance of all existing solutions, utilising a best-practice approach, and adhering to agreed scope, time, and quality.

Key areas of responsibility:

Operations management for recurring change requests

  • Manage day-to-day activities of the sub-team, to ensure account updates and data excellence are maintained
  • Prioritise and delegate to ensure all tasks are completed on time and following team procedures
  • Responsible for overall data maintenance of client accounts to ensure a successful outcome
  • Understand financial implications of not delivering agreed service and maintenance tasks
  • Manage account distribution amongst all team members and aligning with all stakeholders to ensure data excellence to secure long-term client retention.

Operational leadership and engagement

  • Lead and support the wider team with complex queries and best practices through coaching
  • Lead a sub-team to achieve company, division, team and personal objectives whilst resolving any deviations from agreed processes
  • Balance commercial team requirements with standard operating procedures, proposing relevant solutions and escalating to senior management as required
  • Effectively build relationships with external and internal stakeholders, by leading and presenting in meetings.

Process improvement and innovation

  • Maintain and track service KPIs, pro actively implementing corrective actions to mitigate poor performance in sub-team
  • Act as the main point of contact for existing clients and resolve issues in a timely and effective manner, while effectively communicating status/impact and implications with the client to maintain a high rate of client satisfaction
  • Provide performance feedback and goal setting for the sub-team; conduct annual performance assessments and skill development and training
  • Proactively identify initiatives to improve quality and efficiency in process improvements and best practices
  • Continuously improve their onboarding process and develop new team members.

Qualified candidates will possess:

Education & Experience

  • Team management experience
  • Proven track record in operations management and KPI reporting.
  • Understanding of database management, eCommerce, and eBusiness tools

Skills & Abilities

  • Excel and Word at proficient level
  • Excellent organisational skills, decision-making, problem-solving
  • Ability to prioritise and delegate.
  • Multicultural awareness
  • Excellent communication skills (including a good standard of written and spoken English)

Aptitudes

  • Self-motivated and goal-oriented
  • Excellent interpersonal skills
  • Ability to work in a matrix structure and inspire high team spirit and togetherness.

Behavioural

  • Dynamic and initiative-taking personality
  • Good adaptability and flexibility
  • Ability to work well within a team environment.

Performance

  • Adherence to agreed team procedures and delivery of implementations on time, to the agreed specification, timings and budget.

Contacts

  • Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, QA team

In addition, the following will be an advantage:

  • Diploma in Operations Management or Business Management
  • Experience supporting SaaS solutions for customers
  • Experience working with global clients and international colleagues
  • Second European Language

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.

Skills

Posted on

23rd February 2024

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