Customer Operations Assistant Manager

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

• Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or hybrid working

• Generous annual leave that increases with length of service 

• Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

• Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

• Defined pension contribution scheme  

• Generous bonus and/or commission scheme  

• Enviable team member discount including sale previews and double discount days 

• Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

• Subsidised gym memberships  

• Annual travel pass and cycle-to-work schemes  

• A sustainable car salary sacrifice scheme 

• Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

• Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

• Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Role Responsibility

As part of the growing Membership Program Team, you will support the program’s management by coordinating the day-to-day operational activities that underpin our Membership proposition. 

You will collaborate closely with people across various departments & levels across the business to plan, deliver & track the delivery of membership experiences. 

Through proactive, customer-centric & efficient coordination of Membership-related activities, you will play a crucial role in creating extraordinary customer experiences and delivering Selfridges’ business & brand goals for future customer engagement. 

Key Responsibilities: 

·       Own the day-to-day coordination of the Membership Program’s operational activities 

·       Plan, deliver and track Selfridges Membership activities to an exceptionally high standard – working directly with key stakeholders in different teams & levels across the business  

·       Together with the wider central program team embed strong ways of working with key internal stakeholders (including retail operations, digital, CRM & marketing, events) to ensure smooth operations  

·       Be a central point of contact for all information & updates relating to the Membership Program proposition & operations 

·       Effectively manage activities within agreed costs & timeframes 

·       Attend & run progress meetings, check-ins & briefings with internal & external stakeholders 

·       Deliver regular progress reports to the senior program team, proactively reporting any issues together with solutions 

·       Ensure effective creation & maintenance of operational documents for reference purposes, leveraging excel, powerpoint & other key business tools as required 

·       Support in the development of presentation materials

The Ideal Candidate

·       Experience coordinating & delivering operational activities that underpin extraordinary customer experiences – ideally within the luxury retail environment 

·       Process/ project management skills, with proven experience in setting up new ways of working, creating robust process documents and working cross-functionally to deliver goals 

·       Appetite to learn at pace, with the ability to adapt to change and a varying workload 

·       Excellent interpersonal skills, with the ability to communicate with people across different teams and levels within the business  

·       Detail-oriented with strong organisational skills 

·       Advanced in Microsoft Powerpoint / Excel and adept at learning to use new tools to track & communicate activities  

·       A self-starter with effective prioritisation and time management skills 

·       Passion for the Selfridges brand and putting the customer first 

About the Company

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges