This is an excellent opportunity to join a highly successful business who are leaders in their industry. Their current operational model needs a complete review and this role needs to be a strong catalyst to deliver significant change within the business.The company has highly aspirational sales plans for their direct to customer (D2C) business, and this role will focus on developing the D2C model, through determining their online proposition, pricing & promotions plan, developing new routes to market, trading and optimising their online merchandising, and critically delivering their customer promise through third party logistics and customer service teams.
Key Responsibilities Include:
Build a new operating model for the logistics operation to deliver their existing and emerging sales and delivery proposition.
Set a new performance framework of expectation and delivery that is customer centric, agreed and owned across the delivery teams. This includes new KPI’s (and reporting) supported with diligent processes and review.
Deliver a premium and proactive customer service management with very high first contact resolution rates that delivers on customer satisfaction targets.
Build and execute (through effective project management) a clear roadmap to improvement/delivery.
Build and deliver the customer centric vision and culture.
Deliver agreed KPI’s and improve across time:
Customer delivery on time.
Efficient stock levels.
Effective planning and forecasting across all owned areas.
Customer service costs.
Robust plan to deliver new operational model (for which there will likely be consultant support).
Routine plan and processes to continuously optimise their operations and customer service.
Build a strong forecasting function to manage:
In bound stock management
High availability with minimum over stocks
Logistics capacity within budget
Customer service levels within budget
Processes to identify root causes and deliver solutions across various business teams, including online execution, development and marketing.
Build a successful inbound (and outbound) sales element to the contact centre operation.
Build a plan to deliver cost reductions now and as the business delivers greater scale.
Execute clear and well-executed daily processes, routines, review and reporting to ensure we are well managing our operations.
Skills / Experience Needed:
Significant experience/evidence of being a change agent in the online operations space is fundamental. You will need to quickly deliver tactical change and in parallel, build the strategic roadmap.
Significant experience in identifying/delivering change and optimisation in an operations team.
Effective stakeholder management.
Strong analytical and Excel skills.
Clear leadership and resilience.
Strong project management. Planning, risk and mitigation assessment is paramount.
Methodical with high attention to detail/processes and routines.
The ability to build own team, effectively influence internal peer group and motivate/get the best from third party partners.
Ability to thrive and deliver in a challenging and exciting environment.
Educated to degree level or equivalent.
A self-starter who has the confidence to move quickly.
Barclay Meade acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.
Gattaca Plc provides support services to Barclay Meade and may assist with processing your application.
Salary: £55000 – £65000/annum
Job Type: Permanent
To apply for this job please visit www.cv-library.co.uk.