Regional Digital Operations Manager

The regional Digital Operations Manager is responsible for organising, leading and coordinating the Digital Operations in the America. With a goal of providing support to the digital business so they can achieve their targets.

They are also the key contact between the regional hub, retail stores, customer service, central partners, and retail store operations, to coordinate projects and initiatives.

DIGITAL ORDER MONITORING & INVESTIGATION

• Monitor on-time delivery by measuring the order fulfilment SLAs for hub, store and transportation, and follow up with appropriate team for investigation and justification in the case of missed SLAs.
• Investigate late deliveries, identify the root cause and provide solutions (transportation, systems, stores, warehouse...)
• Proactively monitor/micro-manage digital shipments as necessary (e.g. in the case of known transportation issues with specific routes/countries, carrier resourcing issues etc.), and inform the Customer Service Team if there is any impact to specific customer orders.
• Control and monitor any items that are lost in transit with the carrier and ensure that claims are raised and processed within agreed and set timescales.
• Monitor business-driven order cancellations, out-of-stock orders, and store rejections, and communicate discrepancies to the Retail Omnichannel Manager .

DIGITAL BUSINESS DATA/CONFIGURATION MANAGEMENT

• Activate and deactivate omnichannel store fulfilment, including store shipping calendars and store capacity as requested by the business.
• Ensure online customer promise (dates/lead-times) is continually aligned globally with system transit time configuration, with partnership from central partners.
• Coordinate the systematic restriction of materials for omnichannel orders via AskIT as requested by the business.
• Coordinate the addition/removal of courier delivery services (e.g. standard/express) from the website via AskIT as requested by the business.
• Coordinate the system configuration of non-delivery and non-shipping dates for all digital fulfilment hubs via AskIT, in conjunction with the hubs and carriers.

OMNI CHANNEL AND STORE SUPPORT

• Act as the control tower for digital and omnichannel in the region.
• Support the stores with OMS issues and hardware issues, omni related.
• Providing guidance and training on the OMS functionality to all store teams.
• Ensure store OMS/IBM functionality is set up properly.
• Liaise with cross-functional team including UK digital team, IT, Global Retail and Store Operations; provide updates to America leadership team

REPORTING & FORECASTING

• Produce a weekly dashboard to support strategy development and drive enhanced customer experience including: On-time delivery per region; Units sold per region; Operational performance (store rejections/cancellations); Pullback/Home Delivery % split per region; Customer Net Promoter Score (NPS) .
• Produce a weekly forecast for the digital inbound and outbound including resource and strategy planning for peak trading. Provide insight to the digital operations (warehouse) on the business initiatives and assess the impact on their workload.
• Other reporting as requested by the business to support Omnichannel strategy development.

PROJECT MANAGEMENT AND LOCAL INITIATIVES

• Support all digital projects implemented in the region.
• For the supply chain led projects, act as the project manager. Develop project plans and lead deployment planning and coordination across stores. Support reporting for project success criteria monitoring and store feedback.
• Provide improvement recommendations to the global team and lobby for the projects to be included in the digital road map.
• Keep track on the digital road map and make sure the regional initiatives are given proper priority.
• Ensure the new omni solutions are developed and deployed successfully to stores.

DESIRED SKILLS & QUALIFICATIONS:

• Strongly preferred BS/BA
• 3-5 years of experience, with knowledge of Retail operations and/or eCommerce operations specifically on Omni channel projects
• Understanding of retail and online landscape and consumer trends
• Resourceful and able to work on deliverables autonomously
• Ability to work in cross-functional teams
• Analytical with proficiency in Excel
• Ability to work under pressure and cope with tight deadlines
• Demonstrates a high level of attention to detail and accuracy

KEY LEADERSHIP SKILLS:

• Strong interpersonal/relationship building skills.
• Problem solver.
• Influencer at all levels of management.
• Communication.

BEHAVIOURS:

• You are a positive leader who can inspire.
• You are customer focused. You put the customer at the centre of all your decisions and activities.
• You are bold, innovative, and open to new ideas.
• You are accountable and willing to take responsibility, creating better outcomes by stepping forward, using your judgement, and making things happen.

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

RESPONSIBILITIES

PERSONAL PROFILE

FOOTER

Expected base salary for the role will generally be between [[100,000 USD]] and [[115,000 USD]] per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.

This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.