eCommerce is an exciting new support function within Alshaya as the business launches transactional websites for a number of the 75+ brands and 15+ countries within the Alshaya portfolio. The function is rapidly building Alshaya’s multi-channel capability to deliver customers’ choice and convenience when shopping in a number of rapidly growing online emerging markets. The function is split in to 4 key areas – Trading & Merchandising, Operations & Program Management, Design & Content and Digital Marketing.
As ecommerce operations manager you will be part of a dynamic tam and responsible for guaranteeing outstanding customer service is delivered to our online and omnichannel customers.
This position will help define, measure and will manage service levels (SLAs) across logistics last miles services, customer services and payment processing across all of Alshaya group brands and markets.
This position reports directly to group VP ecommerce. You will directly manage a team of analysts and coordinators who will manage and report on daily activities across all warehouses, central customer services, some of which will include
Coordinating with trading team / IT / Logistics, Design team to ensure the planned promotional campaigns are launched successfully with conjunction of change over activities.
Responsible for managing incidents raised by various ecommerce business streams – live incidents
Monitoring the order fulfillment SLA’s (Logistics) performance on weekly / monthly basis - KPI
Emphasize the critical issues to business team, in parallel to IT development and support to prioritizing highlighting business impact
Responsible for analyzing & investigating the customer complaints on daily basis and provide feedback / resolution to resolve with the SLA
Monitoring the online payments, Fraud & Velocity rules, refunds and ensure the transactions rejection rate within the threshold. Responsible for coordinating with development team for payment configurations.
Manage internal & external stakeholders by sharing communications on Release updates, update on P1 / Progress, critical issues, cut over / mitigation plan & any other from ecommerce streams
Participate in daily grooming sessions with Agile team to review the product backlog and assist the team in prioritizing and providing feedback (Live issues)
Responsible for preparing the ad hoc reports based senior executives request
Weekly / Bi weekly meeting with Brands, Customer service, Payment & Logistics to review the progress and track the performance and discuss any process concerns
Weekend support on Monitoring the orders / Customer complaints / website issues (P1/ P2)
Knowledge transfer, training & clarification provided on ecommerce business process to internal team members if required
This position will ultimately define customer experience, its service levels and how these are measured, and will be a net contributor to the development of services and features that will elevate this customer experience across all digital channels.
You will be responsible for the delivery of management dashboards that will allow you to monitor and report on service levels, and discuss this with senior stakeholders (internal and external) for continuous improvement.