Ecom and Customer Care Operations Manager ( Cavendish)

JOB PURPOSE :

To manage and lead an efficient ecommerce fulfilment operation delivering to all SLAs from stock to timeous delivery and to manage and lead the multi-channel customer care team to deliver an exceptional ARC customer experience.

JOB OBJECTIVES :

1. Dark Store

a. Warehouse process management

i. Accurate and timeous receiving and binning (stock location management).

ii. Accurate and timeous picking and packing ensuring adherence to process at all times

iii. Special order management within time SLA e.g. Engraving / try before you buy

iv. On time collection (courier management e.g. Arranging additional collections if necessary)

v. Speedy and accurate reverse logistics

vi. Identify and prevent fraudulent orders and escalate appropriately.

vii. Support and enable ad hoc commercial and marketing team initiatives for example gift with purchase, pre-orders etc

b. Stock Management

i. Stock must be kept secure at all times – ensure cameras are functioning and security processes are followed.

ii. Responsible for inbound stock management and outbound stock management for both Ecom customers and Cavendish store. Judgement will be required on prioritization between competing pick tasks.

iii. Accurate stock management of write-offs, breakages, returns, recalls and IBTs and any other stock movement that may be required.

iv. Wall to wall stock-takes and shrinkage

v. On-going cyclical counts critical to ensure 99.8% stock accuracy

c. Courier management

i. Check courier invoicing is correct

ii. Courier SLA management – monthly meetings and reviewing scorecards

iii. Follow up on exceptional issues (lost parcels) ensuring all claims processed where required.

iv. Review/benchmark costs periodically participate in RFP

d. Consumables Management

i. Adequate consumables to be available at all times – requires demand forecasting.

ii. Where opportunity arises price negotiation and cost reduction to be delivered.

e. Continuous improvement

i. Benchmark processes to continuously improve dark store operations in order to either improve the customer experience or to reduce costs.

2. Customer Operations:

a. To manage all channels of incoming customer communications of enquires, compliments and complaints – and bring them to amicable resolution.

b. Manage all incoming communication channels to the SLA – ie. Speed of response.

c. Support the successful implementation and on-going management of any new customer care channels including for example, web chat and WhatsApp.

d. To identify and lead new CRM system requirements and implementations

3. People

a. Build and manage a high performing dark store team and customer care team

b. Recruitment and retention of high calibre dark store and customer care team, passionate about customers and beauty.

c. Manage people scheduling and contracts to enable a 24-hour operating business.

d. Induction and on-boarding of all new team members.

e. Develop and maintain standard team ways of working / rhythm and routines.

f. Performance management including defining goals and actioning performance appraisals and disciplinary where required.

g. Structured and organised team communication.

h. Learning and development of all team members.

4. Reporting Dark Store and Customer Care

a. When required identify all reporting and tracking requirements including exception reports to enable the continuous improvement of effective management.

b. Complete scorecards weekly and monthly.

5. SOPs and Process

a. Draw up SOPs for all aspects of dark store operations and ensure updated with all innovations over time

b. Draw up SOPs for all aspects of customer care and ensure updated with all innovations over time.

c. Ensure SOPs are trained to all staff members and that they are available for consultation to the team.

d. Ensure all SOPs are adhered to at all times.

6. Customer champion in ARC

a. Ensuring compliance to all relevant customer legislation.

b. Supporting business to deliver compliance to customer legislation.

c. Manage and ensure the accuracy and completeness of all ARC FAQs and Terms and Conditions on arcstore.co.za – ensuring legislative compliance.

d. Continuous benchmarking of FAQs and ARC Ts and Cs to other retailers and recommendations for updates.

7. Ad Hoc
Customer journey mapping and supporting customer initiatives.

KPI’s include (with example targets):

1. On time delivery within SLA

2. 99.8% item pick accuracy

3. On time collection and refund within SLA

4. Shrinkage <0.1%

5. Stock availability

6. On time Cavendish replenishment

7. Service level 90% calls in 20 seconds

8. Abandonment <5%

9. Av handling time 180 seconds

10. First contact resolution 90%

11. First reply time 2 hours

12. Email resolution 24hours

13. Social media answer within 5 hours

14. Top 20 comments responded to on all posts

15. Refund SLA

KEY CHALLENGES : Maintaining morale and motivation to ensure staff retention in repetitive work environment. Weekend hours. On site work requirement.

JOB RELATED KNOWLEDGE : Integrated CRM systems experience eg. Freshdesk, experience of multi-channel customer support inc web chat / customer data management and maintenance, ecommerce fulfilment (less of a requirement).

JOB RELATED SKILLS : Work with urgency, Organised, Passion for customer care, Love of beauty, inspiring people leadership and management ,enjoy growth and learning , analytics,

JOB EXPERIENCE : 2 years contact centre management at minimum team leadership level / ecommerce experience of fulfilment management.

Must be able to work retail hours.

EDUCATION : Matric, Higher education such as B.com/Bus Sci

Work Location: In person