Digital Operations Coordinator

Job Reference: selfridges/TP/72008/1063
Number of Positions: 1
Contract Type: Permanent
Salary: Competitive + Benefits
Working Hours: 37.5
Closing Date: 05/08/2019
Job Category: Digital
Region / Division: London - Wigmore Street
Location: London

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.

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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

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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