E-commerce Customer Operations Manager

Job Title: E-commerce Customer Operations Manager

Responsible for: Ensuring that the e-commerce business delivers a high quality customer experience and that any day-to-day technical issues on the website are resolved.

Key responsibilities:

Customer Experience

• Monitoring and reporting site performance, key Service Level Agreements and Key Performance Indicators.
• Measuring and reporting on customer behaviour, collecting and responding to customer feedback.
• Managing supplier relationships to optimise operational and commercial performance.
• Responsible for responding to customer service issues escalated by the Customer Services Team.
• Day-to-day support and training of the e-commerce customer service advisors who are part of the Burberry customer service team.
• Responsible for ensuring key customer service processes are in place, documented and in line with Burberry standards e.g. delivery process, returns policy etc
• Responsible for managing day-to-day communication with the customer e.g. developing email templates for product despatch, after care service, etc.
• Promoting the e-commerce business to other Burberry store-based employees to raise awareness of e-commerce and ensure they drive customers to the site.

Site Enhancements

• Identifying and prioritising key enhancements and developments to the e-commerce business.
• Working with suppliers to identify enhancements and developments, ensuring these are implemented smoothly and on-time.
• Using HTML skills to rectify any day-to-day technical issues with the website.
• Supporting the European rollout of the e-commerce business.

Content Management

• Supporting Corporate Marketing as required to ensure appropriate product images and editorial are live on the site.
• Supporting Corporate Marketing as required with any customer promotions or online marketing campaigns.

Teamwork

• Work closely with the E-commerce Merchandiser to provide feedback from customers on product, customer experience etc
• Work closely with the Customer Services Supervisor to ensure e-commerce customer service issues and off-line customer service are dealt with consistently.
• Work closely with Corporate Marketing to ensure all customer communications are in line with corporate guidelines.

General  

• Beware of competitor activity and keep up-to-date with e-commerce industry
• Any other duties as directed by the management team.

Skills & Experience

• Experience of working in a customer facing role.
• Strong knowledge of the luxury market.
• Experience of working in an e-commerce environment.
• Excellent written and verbal communication skills.
• Excellent I.T skills - HTML.
• Good problem solving ability.
• Calm under pressure.
• Strong people management skills.