Assistant Digital Operations Manager (Maternity Cover)

Job Reference: selfridges/TP/72008/918
Number of Positions: 1
Contract Type: Temp
Salary: Competitive + Benefits
Working Hours: 37.5
Closing Date: 08/06/2019
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 ominchannel experience

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

Know 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

 

  • 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
  • 3rd Party suppliers

Know What We're Looking For

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
  •