Ecommerce Operations Manager
- Employer
- Stella McCartney
- Location
- United Kingdom
- Closing date
- 11 May 2021
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Job Details
Overview:
E Commerce Operations Manager required to start immediately to manage the E-commerce operations for Stella McCartney website in order to maximise commercial performance whilst providing the best customer experience at all stages of the customer journey, r eporting to the E Commerce Director.
Your Mission
Your Talent
At Stella McCartney, we are committed to creating a supportive and inclusive environment in which all of our voices are heard. Where people can work to their maximum potential by offering equal opportunities for growth and fair pay. For us, it is about appreciating what is different in others and also what we have in common. We hire people who want to change things, disrupt the norm, who are naturally confident with a positive attitude. Our decisions respect all people regardless of gender, ethnicity, religion, nationality, disability, sexual orientation, age, social or political belief, or world view.
E Commerce Operations Manager required to start immediately to manage the E-commerce operations for Stella McCartney website in order to maximise commercial performance whilst providing the best customer experience at all stages of the customer journey, r eporting to the E Commerce Director.
Your Mission
- Generates and reviews operational reporting to advance the e-commerce business and works with partners to improve this.
- Works with finance when required for monthly financial reconciliation, and ensuring thorough investigation when anomalies arise.
- Lead and manage the ecommerce monthly business review working with all members of the team to align and build reporting.
- Monitor Google Analytics to better understand shop, identify and fix shortcomings and communicate advice on best practice to rest of team. Manage and generation of weekly and monthly GA reporting.
- Responsible for maintaining all online operations, and continuously looking to improve and implement efficiencies.
- Provide weekly reports on agreed KPIs for operations, ensuring relevant information is relayed across teams. (Order cancellations, preorders… fraud and payment, shipping)
- Work with the stakeholders to shape new operational processes and implementation of the new systems, for online platform.
- Ensure smooth running of fulfilment and returns for online sales.
- Oversee and monitor monthly shipping costs with selected courier and key logistic shareholders within the business to ensure they are continuously reviewed.
- Manage and monthly review of packaging usage and guidelines – work alongside key stakeholders to manage packaging replenishment and efficiency.
- Support Inventory team to ensure stock integrity of ecommerce location.
- Continuously research and inform relative stake holders of international developments that will impact delivery.
- Feedback any platform related issues to E-commerce Delivery Manager and create temporary fixes until these are resolved.
- To ensure profit margins are maintained and targets achieved through keeping the shop optimised for sales.
- Interpret Profit & Loss, product sales and other reports to identify errors and provide insight into performance and ideas for resolutions / improvements.
- Complete full month end financial processes for online shop.
- Monitor ‘Dailies’ sales figures weekly and escalate any anomalies promptly.
- Work with Finance department to accurately process any discrepancies.
- Manage Customer Service a to ensure customers enquires regarding operations are met and manages the account.
- Oversee distribution centre to ensure orders and returns are delivered within set KPIs, ensuring a full investigation of any anomalies and suggesting solutions.
- Manages communication between the Customer Care Centre, Distribution Centres, and other ecommerce partners for the day-to-day business, related projects and initiatives.
- Coordinating issue resolution with Customer Care and different teams; Customer service experience and the ability to deal with difficult customers desired.
- Generates and reviews monthly business review with Customer Care, identify key areas of improvement across regions.
- Generates and monitors promo codes.
- Work with other members of team to resolve content or booking issues and communicate any customer feedback to team.
Your Talent
- You will have at least 4 years experience in Ecommerce with a focus on operational excellence, customer experience and commercial success.
- A self starter who enjoys building relationships and carving out new process to drive the digital experience.
- Strong understanding of end to e-commerce operations, including working with distribution centre.
- Strong stakeholder management to coordinate and manage across various functions.
- Demonstrated ability to lead self and coordinate across multiple functions to identify opportunities to improve operations.
- Examples of operational improvements within the e-commerce space, including process improvements, cost reductions.
- Excellent organisational skills and ability to prioritise.
- Excellent Microsoft Office proficiency.
- CMS experience desirable.
- Ability to take the initiative -Manages end to end coordination of events and is able to raise relevant issues to leadership where necessary.
- Team player with a sense of team spirit.
- Ability to build external and internal relationships and partnerships.
- Takes responsibility for solving problems- Someone with a proven ability to identify process improvement opportunities, working alone or in partnership with stakeholders to improve cost savings and process improvements.
At Stella McCartney, we are committed to creating a supportive and inclusive environment in which all of our voices are heard. Where people can work to their maximum potential by offering equal opportunities for growth and fair pay. For us, it is about appreciating what is different in others and also what we have in common. We hire people who want to change things, disrupt the norm, who are naturally confident with a positive attitude. Our decisions respect all people regardless of gender, ethnicity, religion, nationality, disability, sexual orientation, age, social or political belief, or world view.
Company
Born and raised in London and the English countryside, Stella McCartney graduated from Central St Martins in 1995. A signature style of sharp tailoring, natural confidence and sensual femininity was immediately apparent in the first collection and has become a signature of her eponymous fashion house. Stella McCartney launched her fashion label in a partnership with Kering as a 50/50 joint venture and presented her first collection in Paris in October 2001.
A lifelong vegetarian, Stella McCartney does not use any leather or fur in her designs and is committed to operating a business and maintaining a supply chain that respects the planet as well as its inhabitants. As a brand we believe that sustainability can take the form of beautiful, modern clothing and accessories. Core collections include women’s ready-to-wear, accessories, lingerie, eyewear, fragrance and kids.
The brand now operates 51 freestanding stores in locations including Manhattan, London, LA, Paris, Milan, Tokyo, Shanghai and Beijing. Our collections are now distributed in over 77 countries through 600+ wholesale accounts in key cities worldwide, as well as shipping to over 100 countries online.
Company info
- Location
-
London
GB
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