Ecommerce Operations Manager

Role Purpose

Leading a multi-competency operations team to maintain and improve service levels for technologies and processes employed to deliver B&Q/TradePoint’s digital experience, both customer and internal facing, by acting as liaison between the business and IT teams. Proactively analysing and making recommendations for technical and process change to improve usability and conversion and control costs.

Role Objectives

* Proactive monitoring of digital platform KPI’s using monitoring systems, analytics, user forums, store visits and engagement in a store feedback forum.

* Proactively drive improvements in process relating to key end to end selling and service propositions enabled by the digital platform (e.g. Click and Collect), working with the relevant field based operational and training teams to implement the improvements.

* Work closely with the product owners and UX team to improve platform performance and customer journeys, championing the technical and internal process aspects.

* To act as a business escalation point for digital platform issues, to follow up support tickets on behalf of the business and keep key stakeholders in the loop and informed on status.

* Work with the IT teams to schedule all platform maintenance, code deployments and planned outages at agreed customer and user optimum time periods. Coordinating systems outages periods with the necessary business teams.

* Encouragement of platform performance enhancements, maintenance and calendar scheduling of required maintenance activities to protect service levels.

* Take responsibility for the digital platform on behalf of B&Q in times of incident management and act as a first point of contact as required for the business and IT teams.

* Digital platform problem record prioritisation based on assessed customer and business impact as well as systems necessity.

* Improve and maintain Omnichannel team digital equipment standards and drive team to assist with equipment sourcing on behalf of the department.

* Work with the IT teams to manage the digital platform technical operational costs and licensing. Running projections and forecasts to determine operating cost strategy.

* Manage occasional projects relating to identified improvements as required.

Knowledge/Skills/Experience Required

Essential skills:

* Excellent analytical, reasoning and problem solving skills.

* Able to identify opportunities for efficiency, cost reduction and continuous improvement.

* Have excellent communication, influencing and stakeholder management skills.

* Have solid technical understanding of e-commerce, mobile and fulfilment technologies.

* Able to define operational procedures, set service standards, defining SLA’s etc.

* Solid waterfall and/or agile project management skills

* Sense of urgency and ability to work under pressure.

* Excellent verbal and written communication skills.

* Self-starter with strong attention to detail.

* Strong commercial awareness

* Able to translate between technical and business teams. Explaining business priorities to technical teams and systems issues to business people in terms they understand.

Knowledge and experience:

* Professional experience of digital platforms, web software systems and fulfilment systems gained preferably in an e-commerce/multichannel environment.

* Experience of developing and driving digital business process into a traditional retail operation.

* Able to talk confidently about systems configuration in an enterprise level environment.

* Familiarity with digital platform development including analysis, architecture and implementation.

Minimum level of education or qualifications:

* Bachelor’s Degree and /or relevant Information Technology experience.

Communication and Working Relationships