Online Operations Manager

Role: Online Operations Manager

Location: Surrey

Contract Length: 6 months

Day rate: £430 via LTD

What will this role achieve?

The purpose of your role is to deliver a step change in the operational model, to make it both fit for purpose and functional in the future.

The current operational model needs a complete review and this role needs to be a strong catalyst to deliver significant change within the business in conjunction with partners.

Success is determined by the delivery into the client of a profitable operational solution that delivers the premium customer experience both now and for the future.

• Build a new operating model for the logistics operation to deliver existing and emerging sales and delivery proposition;
• Set a new performance framework of expectation and delivery that is customer centric, agreed and owned across the delivery teams. This includes new critical metrics (and reporting) supported with diligent processes and review;
• Deliver a premium and dedicated customer service management with very high first contact resolution rates that delivers customer satisfaction targets;
• Deliver a robust continuous optimisation programme of improvement, solving root causes;
• Build and execute (through effective project management) a clear roadmap to improvement/delivery;
• Deliver stock availability, range, delivery and service critical metrics within budget and deliver plans/execute reductions over time as a ratio to sales;
• Extend the online proposition in a meaningful way in line with key partners.

What will be your key deliverables?

This critical role is fully responsible for operations delivery across stock management, logistics and customer service through 2 direct reports, internal partners and partners.

• The role will be instrumental in seeking out new opportunities and building the business cases to make change and build a credible but stretching roadmap to build the required capability.
• The manager will take the vision and deliver with pace and ownership to drive the change with the support of the Head of Online Commercial.
• You will build and deliver the customer centric vision and culture.
• You will deliver agreed important metrics and improve across time as new capability becomes available.

Delivering change:

o Customer delivery on time

o Contact to order ratios

o First time customer resolution

o Customer satisfaction

o Dedicated customer management

Stock availability:

o Efficient stock levels

Effective planning and forecasting across all owned areas:

o Delivery costs

o Customer service costs

Devise a Robust plan to deliver a new operational model (for which there will likely be consultant support).

Routine plan and processes to continuously optimise operations and customer service.

Build a strong forecasting function to manage:

• In bound stock management
• High availability with minimum over stocks
• Logistics capacity within budget
• Customer service levels within budget
• Deliver full (and extended assortment) online.
• Processes to identify root causes and deliver solutions across various business teams, including online execution, development and marketing.
• Build a successful inbound (and out bound) sales element to the contact centre operation.
• Build a plan to deliver cost reductions now and as the client delivers at greater scale.
• Execute clear and well executed daily processes, routines, review and reporting to ensure operations are well managed

What do we need for this role?

• The criticality of this role is such that significant experience/evidence of being a change agent in the online operations space is fundamental. You will need to quickly deliver tactical change and in parallel build the strategic roadmap.
• You will have significant experience in identifying/delivering change and optimisation in an operations team;
• You will be an effective influencer with excellent analytical and excel skills;
• You will be resilient, have solid project management skills; have a desire for planning, risk and mitigation assessment;
• You will be methodical in approach with high attention to detail/processes and routines;
• You will have the ability to build own team, effectively influence internal peer group and motivate/get the best from our third party partners;
• Finally, you will have the passion to thrive and deliver in a challenging and exciting environment that is constantly changing and adapting to the external market.

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