Description
Key accountabilities and measures
- End to End management for the daily operation of M&S.com - including leading on incidents
- Link with Fulfilment Partners and external suppliers and being the point of contact with the relevant Business Units
- Responsibility for operational delivery of CFTO
- Engage + develop .com strategy for online fulfilment
- Drive continuous improvements of the Command Centre and offshore teams
- Operational support and change governance for M&S.com
- Peak Operational improvements and management
- Actively develop relationships & collaboration between onshore and offshore teams
Job Scope
The key deliverables of this job role are:
- Cross business "fulfilment route" governance (delivery and execution of key events, co-ordinating with all key Stakeholders to ensure we can seamlessly deliver the sales plan and we minimise operational errors)
- Manage the customer recovery of all failures that have been caused by an event. Working with Supply Chain, Logistics, BU's and the Contact Centre to understand scale of impact, collate lists of impacted customers, and communicate to them
- Working closely with key stakeholders external to M&S.com focusing on the end to end ordering and delivery experience. Using the regular checkpoints to align priorities and co-ordinate effective response to incidents.
- Engaging cross functionally with supply-chain, retail and category/ trading teams to ensure the business offers the best delivery and collection experience.
- Subject Matter Expert for the tools used to manage back end systems (OMS, WCS, COM, Business Objects, Fulfilment Systems) and understand the flow and impact in the event of an incident and also how they can be utilised during an incident to manage customers
- Incident management - lead business related incidents and supporting I.T support team for I.T managed cases
- Develop and scale up the offshore team to enable us to increase the operations capabilities. Ensure the team are set-up to accept new operational initiatives from development teams.
- Share & influence customer issues with the product groups and influence their roadmap
- Thinking customer at all times and putting them at the centre of all that we deliver
- Engaging on scope and necessary support for CFTO - particularly emphasis on successful launch and takedown
- Skillset to use available data analytical tools to identify and understand trends on the fly
- Oncall .com responsibility on a rotational basis
Essential Skills
- 2-3 years experience working in an ecommerce retail environment
- Experience working with offshore teams
- Strong interpersonal & communication skills
- Able to multi-task and process information expeditiously
- Excellent attention to detail and competent working under pressure
- Ability to manage a wide number of stakeholders across different levels
- Able to meet deadlines and effectively prioritise workload
- Analytical and data driven mindset
Technical Skills
- Understanding the end to end running of a website platform
- Customer order management (end to end order flow: contact centre and logistics)
- Good working knowledge of Microsoft Office with particualr focus on Excel
- Experience using Slack/ Teams would be preferable
Systems Skills
- OMS system knowledge (ideally Sterling)
- Website monitoring tools (New Relic, Omniture, Splunk, Mpulse, Tealeaf)
- Omniture, Excel + other reporting tools