Online Retail & Digital Customer Services Manager

Online Retail & Digital Customer Services Manager - Job representing image
Online Retail & Digital Customer Services & E-Comm Manager Northampton Hours - fulltime - Monday - Friday Salary - Competitive A unique and exciting opportunity has arisen to join a well-known and highly respected brand as they launch a new e-commerce division. This management role is not a standard E-commerce Manager position. We would like to hear from candidates who are able to apply high level, traditional retailing through digital means, and service customers at a distance. Servicing their loyal and knowledgeable customers at a distance, is far more about the manner in which you grow a rapport with them via email as it is about the pay per click campaign they run. My client is looking for someone who understands retail management, and can apply that to online customer sales. There will be no requirement for technical or digital marketing as their website is already well established. Experiences in this realm are welcome, but for those without technical web based knowledge, the website is managed by their marketing team. Duties Be a strong brand ambassador and gain an excellent understanding or the company, its products and the services they offer. Work with the Head of Marketing and the Digital Content & Website Manager to help to develop and implement their ongoing E-commerce strategy in order to improve website performance, drive revenue and increase customer satisfaction. Gain a full understanding of end-to-end E-commerce operations and capabilities, from; stock management and reporting to handling customer enquiries, sales orders and shipments. Ensure all operations set out by the company are upheld and adhered to by the E-commerce department. Ensure end to end customer experience remains at the highest possible level Maintain and develop the highest standards of end consumer relations & engagement. Take on board and promote other areas of the business that might benefit the customer (Traditional Retail, Special Order etc) Focus on driving customer satisfaction and minimising returns. Develop reports to drive customer satisfaction and minimise returns. Collect and report on complaints data such as incoming emails. Report and analyse various data in order to deliver data driven strategies in order to deliver top performance and achieve e-commerce budgets, working alongside the Marketing Team to ensure any website content can be linked to data. Uphold company compliance / policies with data protection laws including GDPR with respect to data protection Identify business processes and systems to maximise customer data collection in line with GDPR. Take a keen interest in their specific market in order to discover new trends and technologies that might help develop and steer our ongoing e-commerce and content strategy through regular management catch up meetings. Identify new opportunities and always strive to grow revenues within the companies' e-commerce strategy. Front-end, back-end, POS, Stock Management Provide ongoing management to a team of E-commerce Customer Services / Sales staff and understand the growth areas of their staffing requirements. Mentor team members and develop their skillset in accordance with their individual goals and objectives and career path. Ensure senior management are kept up to date on the status of the E-commerce team. Liaise with all relevant stakeholders within the organisation to ensure an optimal end consumer experience is achieved. Share office management duties with Digital Content / Website Manager. The Candidate Understands and has proven ability in handling customers at a distance Has managed small teams to achieve company vision Can demonstrate excellent written skills Is process driven and has a proven track record implementing and managing order flows through following company operations. Ideally a digital background with a solid grounding in E-commerce or distance selling. High level customer service through customer ownership is a requirement. For more information and a full job spec please get in touch
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Northampton, Northamptonshire, United Kingdom