Assistant Digital Operations Manager (Maternity Cover)

Job Introduction

Key Purpose:

To educate, enable and support our business to deliver an exceptional ominchannel experience

and to support the Senior Digital Development Manager in delivering the Selfridges eCommerce proposition.

Role Responsibility

Role Scope:

This role will ensure that the relationships between the ecommerce platform, the business data (product, customer & order) and the service elements are integrated and operationally efficient. A robust, stable and commercially viable website together with a seamless customer journey is the key measure of success.

Key Responsibilities

• Responsible for documenting all of the Operational processes existing and new
• Responsible for ensuring all Training/How to guides are up to date
• Maintain web data integrity (inventory, price, product, images) daily checks of the website
• General web quality assurance and performance
• Provide out of hours cover and ensure continuity of service and process
• Responsible for the planning, testing and implementation of mobile/desktop and App releases and upgrades
• Point of contact on FredHopper queries and escalations
• Responsible for all Comms on planned maintenances and releases
• Manage the Customer Experience and Operations Budget. Raising POs and ensuring invoices are paid on time.
• Manage small development changes and Digital Operations board. From gathering requirements to testing including estimations for budgeting purpose.
• Manage the daily prioritisation of bugs and issues with OAS Team
• Raising and managing issues or enhancements with 3rd party support whilst building relationships and encouraging collaborations.
• Updating the order statuses using the 24 hour report on a daily basis.
• Lead and setup promotional campaigns around the year
• Provide Operational support on key campaigns around the year
• Continuously improve the Operational processes
• Run SQL queries for promotional setup
• Able to focus on Quality. Leading bug investigations, root cause analysis, and being responsible for resolution.
• Maintain and manage Store Maps process

Key Relationships   

Internal

• Customer – Operations, UX, Trading, Marketing and Production.
• Creative
• IS Team
• Buying & Merchandising Team
• Finance Team

External

• Concession suppliers
• 3^rd Party suppliers

The Ideal Candidate

Required

• A sound knowledge of internet retail (operator or consumer)
• Excellent documentation skills
• Issue resolution management at both technical and business levels
• MS Office experience, competent Excel user
• Some exposure to data integration across distributed systems
• Excellent communicator (verbal and written)
• An understanding of product and order life-cycle concepts in e-Fulfilment
• Understanding of the core retail principles
• Creation of reporting from multiple systems / data-sources
• Understanding of HTML, CSS and SQL

• General understanding of file transfer formats
• General understanding of web platforms

Personal attributes

• Ability to work in a collaborative and flexible way within a diverse team, including technical and business users, internal and external suppliers
• Strong problem-solving skills and ability to logically analyse complex scenarios Commitment to service, completing tasks and to meeting challenging deadlines
• A quick learner, willing to understand and apply new concepts
• A passion for the online customer journey
• A positive ‘can do’ approach to tasks and issues
• Excellent attention to detail and high level of accuracy regarding quality of own work and presentation is essential.
• Organised with ability to multi-task, prioritise, work quickly and to tight deadlines.
• Well developed interpersonal skills and able to interact at all levels for Stakeholder Management.
• Strength of character and maturity – able to stand ground when the situation demands, upholding quality processes and team standards
• Able to present reasoned arguments in support of decisions and opinions, considering commercial requirements.
• Self-starter - able to independently run and prioritise your own workload daily and be accountable for owning and delivering work to completion

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Selfridges