The Head of Operations is responsible for all aspects of the continual evolution, optimisation and improvement of the organisations digital customer operation, including external relationships such as concessions and marketplaces. The role owns the ecommerce operations strategy across all of the organisations customer facing digital properties and is accountable for all operational efficiency. The role owns the strategy and roadmap to ensure that we operate a best in class customer experience which is focused on growth and commercial performance.

The Head of Operations will partner with other business leads within ecommerce and across the wider digital environment to ensure that targets are consistently met or exceeded. They will also work closely with the wider business, especially performance/trading teams, digital product delivery teams, brand teams, data/insight teams, IT teams and logistics teams to achieve optimal operational efficiency at all times and hence a winning customer experience. The role will actively promote the full part that digital plays within the multi-channel sales environment, fully contributing to improving customer experience and creating a customer centric culture.

This role

• Is responsible for the end to end operation of all digital environments.
• Is jointly responsible for the customer fulfillment proposition, including delivery and operational excellence.
• Working closely with IT and logistics, to fully own the operation and roadmap to deliver a leading customer delivery offer.
• Maximises conversion rates in all digital environments through effective operation.
• Is a highly analytical, dynamic and attentive individual who is adept at relationship building with internal and external clients.
• Identifies opportunities to improve the customer experience.
• Owns a robust report suite across all aspects of ecommerce operations and is constantly seeking new ways to visualise and simplify complex trading issues and metrics.
• Uses data, insights and research to drive idea generation and decision making.
• Works seamlessly with the Director of Performance Marketing and the Heads of Digital Product Derlivery and CRO to compliment the ability to maximise revenue generation and conversion.
• Owns relevant business cases.
• Identifies ways of improving profitability through improved processes and management.

KEY RESPONSIBILITES

Operations

• Own, manage and optimise a considered and strategic customer operation.
• Build strong relationships with all departments connected to the ecommerce agenda and own communication lines with key stakeholders.
• Responsible for the customer fulfillment proposition, including delivery and operational excellence.
• Work seamlessly with IT and logistics, to own the roadmap for physical customer satisfaction.
• Ensure that all customer facing digital properties and functions are running in an optimal way at all times.
• To manage a task force fully focused on improving site/app speed/performance.
• Ensure that all required assets are in place to deliver planned business goals and objectives.
• To ensure that omnichannel digital operations are delivered to the agreed strategy. This includes, but is not limited to, store fulfilment, click and collect and collection points.

Reporting and Insight

• Chair regular operations meetings with relevant teams to ensure business goals and objectives are constantly delivered as planned.
• Attend the weekly trading meeting to ensure that operations are not a barrier to trading excellence.
• Defining KPIs, creating reporting frameworks and instigating best practice methodologies.
• Provide an advanced, comprehensive & flexible reporting function.
• Drive the departmental reporting output.
• Deliver innovative insights and actionable outputs.

Business Analysis

• Review industry trends and competitors to identify key strategic developments.
• Determine suitability and potential returns from new projects.
• Measure and report on effectiveness of projects against objectives.
• Research and present visual solutions and opportunities.
• Cross departmental stakeholder management and requirements gathering.
• Work with Data and Insights team and relevant business units to identify key areas for improvement and optimisation.

Customer Centricity

• Manage the digital operation to maximise conversion and create a winning shopping experience for our customers.
• Promote the ‘voice of the customer’ across all of the Groups business units.

EXPERIENCE / COMPETENCIES REQUIRED

Key Skills

• MUST have at least five years’ experience in a relevant strategic digital role with a proven record of success and delivery.
• MUST have five years’ experience in managing and developing effective teams.
• Expert knowledge and experience of complex ecommerce operational structures and working practices.
• The ability to translate data into actionable insights.
• Excellent communication skills, both written and spoken.
• Excellent understanding of all digital KPIs controlling performance, ROI and ultimately OI.
• Commercially minded and extremely driven.
• Experience of using specialist digital/web tools and software packages.
• Expertise with enterprise analytical tools (e.g. Google Analytics etc.)
• Working appreciation of HTML, Java and SQL (you do not need to be able to code).

Preferred Skills

• Fashion and beauty experience.
• Relevant degree or professional qualification.
• Experience of using specialist marketing research tools.
• Experience of MENA markets.

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