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Digital Operations Coordinator
Job Reference selfridges/TP/72008/1063
This job has been closed.
Job Introduction
Key Purpose:
To educate, enable and support our business to deliver an exceptional omnichannel experience and to support Digital Operations management in delivering the Selfridges eCommerce proposition.
A bit about the role
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
- Support for the operational on-boarding/new support for Concessions and Direct Suppliers online
- Day to day support for the operational maintenance of the online concession and direct suppliers
- Responsible for the weekly maintenance and functionality of Store Maps
- Support on all daily BAU processes and issues
- Responsible for documenting all Operations processes
- Key point of contact for Trade Team on all concessions, direct suppliers and 3rd party suppliers operational issues or enhancements
- Maintain web data integrity (inventory, price, product, images) by doing daily checks of the website
- General web quality assurance and performance
- Provide a degree of out of hours cover and ensure continuity of service and process
- Help with the planning, testing and implementation of platform releases and upgrades
- 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
- Responsible for producing and maintaining the Mobile App weekly report
- Providing Operational support on key campaigns and promotions around the year
- Coordinate and manage UAT for all releases
- Work with OAS to resolve bugs and issues
Key Relationships
Internal
- Digital Team – Operations, Trading, Creative, Marketing and Production.
- IS Team
- Buying & Merchandising Team
- Visual Merchandising Team
External
- Concession suppliers
- 3rd Party suppliers
A bit about you
Person Specification
Skills & Experience
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
Desired
- Understanding of HTML, CSS and SQL
- General understanding of file transfer formats
- General understanding of web platforms
- General understanding of web system integrations
Personal attributes
- Ability to work in a collaborative and flexible way within a diverse team, including technical and business users, internal and external suppliers
- Ability to apply structured thinking to the resolution of problems
- Commitment to service, completing tasks and to meeting challenging deadlines
- A quick learner, willing to understand and apply new concepts
- A passion for an excellent digital customer experience
- 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
- 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