Ecommerce Customer Fulfilment Manager

Role Overview:
To lead the planning and delivery of best-in-class customer fulfilment strategy, focused on
providing a seamless post-purchase journey, with the overall objective of increasing retention
and repeat customers.

Reporting to: Head Of Digital

Key Accountabilities
General:

•  Develop outstanding post-purchase customer journey across both domestic and international markets
• Overall accountability for the timely picking, packing, dispatch and delivery of items from our warehouse
• Develop delivery strategy shipments across multi-carrier delivery solutions and third-party fulfilment partners to ensure enhanced customer journey, increased delivery performance at the best possible cost
•  Manage the end-to-end customer returns process, working with supplier to identify and minimise customer friction
• Review customer payment methods – propose alternative offerings that are preferable to our customers at a minimal cost to the business
• Drive improvements on current automated aftercare notations process - providing customer with optimum visibility on order status
• Collaborate with Digital Marketing to develop post-purchase communications strategy – continuing to dive customer engagement and repeat purchase
• Gather business intelligence of competitor fulfilment strategies and customer propositions, keeping abreast of new developments and industry trends in e-commerce fulfilment strategies
• Evaluate and obtain best rates from our service providers through regular bench marking and/or requests for tender
• Ensure Ecommerce inventory is correctly managed by warehouse – maximising stock availability for customers
• Work with logistics to further improve omni-channel proposition and process – continuously working towards achieving a single view of stock
• Continuously measure and improve customer satisfaction, gathering insights from Trustpilot to inform valuable actions
• Own VB’s online Net Promotor Score (NPS) – source and implement software
• Responsible for packaging – continue to develop and improve standards from the warehouse

Essential Skills & Requirements
 At least 5 year’s experience working in both a digital and retail fulfilment function
 Ability to build strong relationships and work across various functions and
stakeholders to improve processes.
 A successful track record in the achievement of targets and objectives, with an ability
to stay ahead of competitors and deliver excellence.
 Continually work to improve processes and drive change in an ever-evolving digital
consumer world
 Experience in managing and optimising budgets to maximise output, whilst reducing
costs