E-Commerce Operations & Customer Service Executive

Job Description Job Responsibilities (1) Application Management Complete all application administration tasks
Monitoring application performance, speed and uptime
Support management of local development partners
Issue logging and conducting website QA
Provide application training and support to the digital team
Conduct detailed integration reviews, actioning outcomes
(2) Operations Management
Create SOP's for all operational processes
Document and maintain operational process flows
Ensure local warehouse is meeting or exceeding agreed E-commercel SLA's
(3) E-commerce Operations & Technology
Project Management and liaising with internal and external stakeholders to deliver any technology or operations related projects
Work with relevant parties to ensure that a high standard of testing and QA
Support managing all in-store technology and working with retail teams to drive sales and in-store KPI's trading
Working with E-commerce Manager to build development roadmap
Ensure that all reporting is correct across relevant local systems to measure performance & KPI's
(4) Customer Care
Manage the customer care team
Ensure customer care targets are being met
Support with training and escalated queries
Report, analyse and taka action on top contact reasons
(5) KPIs
Sales, EBIT % for all e-commerce and multichannel technology
Delivery of projects within time, budget and quality
Application and integration performance
Compliance to Safety Strategy
Job Requirements
Diploma or Degree in Business/Commerce or related discipline
4 years of experiences in a similar role wihin the fashion retailer industry
Strong and effective communicator - written and verbal
Advanced excel , word and outlook skills
Strong negotiation and problem-solving skills
Highly organised and proven ability to meet deadlines
Tech Savvy
People Management