Ecommerce Operations Director

6 days ago

Dublin, Dublin City, Ireland beBeeCustomerCentric Full time €28,080

Job Summary:

The Web Operations Team Leader is responsible for delivering an exceptional customer experience from online order placement to parcel delivery and after-care support. This includes overseeing the team's performance, managing the customer order fulfillment roadmap, and ensuring timely resolution of site functionality errors or order fulfillment system issues.

Key Responsibilities:
  • Manage online order processing, ensuring all orders are processed by the team within Service Level Agreement (SLA) targets.
  • Owning the customer order fulfillment roadmap, including training material, returns and exchanges, customer refunds, order tracking, parcels lost in transit, and account reconciliation.
  • Lead the team to deliver outstanding customer service, prioritizing customer needs at all times.
  • Contribute to the supervision and development of the Web Ops department, supporting the eCommerce Manager in managing the performance of the team.
  • Collaborate with eCommerce, Commercial, Marketing, Logistics & Fraud Teams to ensure a deep understanding of product mix, new product launches, end-of-line products, and special offers.
  • Work closely with 3rd party agencies, such as web platform providers, to ensure any site functionality errors or order fulfillment system errors are reported and resolved rapidly.
  • Manage operation reports, sharing insights with stakeholders, driving change, and identifying areas for improvement and opportunities.
Requirements:
  • Experience within a contact centre environment.
  • Leadership skills, with proven experience in managing a team.
  • Background in retail operations.
  • Results-driven problem-solving skills.
  • Excellent verbal and written communication skills.
  • Proven coaching skills - lead by example and be focused with a positive attitude.
  • Effective decision-making skills.
  • Advanced influencing skills across a wide range of levels.
  • Advanced Microsoft Excel skills.
  • High resilience and resourcefulness, with the ability to adapt swiftly in a fast-moving environment.

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