Online Operations Co-ordinator

Debenhams is one of the leading brands on the high street with more than 130 stores in the UK and Republic of Ireland, over 25 international franchise stores, and an exciting programme of future store openings. Our fast-paced, innovative culture makes Debenhams the ideal place for ambitious, commercially minded people to develop their skills and gain the sort of experience that will set them apart. We have an exciting opportunity for an Online Operations Co-ordinator to join our team.

Reporting to the Operations Manager, you will be required to ensure smooth running of warehouse and delivery functions within the Internet Operations Team. You will liaise with third-party fulfilment providers and in-house contacts on a day-to-day basis and attend regular review meetings to discuss performance against key requirements

Your key responsibilities will be to -

• Define key volumetrics and work with associated functions to ensure requirements are met
• Set and agree weekly operational targets for intake and stock levels
• Monitor all weekly/ monthly operational activity and reporting volumes and performance against KPI’s and SLA’s
• Day-to-day liaison with operational functions to monitor performance and issues
• Co-ordinate recall activities and surplus issues
• Initiate and co-ordinate improvements to services and new initiatives and identify efficiency opportunities
• Manage transit-tests of outbound service, collate findings and review results and take action
• Act on customer delivery/ return feedback from call centre and customer correspondence
• Ad-hoc analysis as required to support business decisions

Other Responsibilities include –

• Regularly review online content relating to services – i.e. FAQ’s & T’s and C’s
• Involvement in I.S./ Systems developments and process initiatives
• DC, B&M & Finance function liaison and communications
• Design and maintenance of customer packaging, despatch notes, etc
• Divisional updates and meetings

You’ll have gained retail and product experience from a store role such as Sales manager, alternatively you’ll be working in Head Office within Merchandising, Distribution or Logistics and want to gain experience working within the Direct (Internet) Division.

You’ll be self-motivated, well organised and able to prioritise your workload, working to tight deadlines with shifting priorities. Liaising with a range of teams across the business, you’ll be customer focussed and possess strong communication skills.

Good analytical and numerical skills are key. 

There is an excellent scope to progress within this role for the right candidate.