Website Operations Executive

Posted 2 weeks ago

Circa. £35,000

The Role

We’re thrilled to be working with a long-standing British retail brand, as they look to recruit a Website Operations Executive. This is a brand new role where you will work cross-functionally with IT, Logistics, Customer Services, and eCommerce, as this role requires you to be able to have an aerial view of the eCommerce operations from the point in which a customer makes a purchase through to delivery and the returns process. There will be two key metrics that your role will look at – reducing calls to the customer services team, and reducing complaints regarding the processing of refunds. Essentially, your role will be to ensure smooth order fulfilment, and be continually assessing and analysing all parts of the customer journey to spot problems, in order to prevent things like online payments not going through, or delayed despatch of orders.

This is a very interesting role that would be well suited to someone who enjoys a varied role, and also comes from a background that involves elements of ticketing and technical support, website management, and customer service. This is a fantastic way to get into an eCommerce operations role. 

On a day-to-day basis, you’ll be working across all key eCommerce platforms to monitor website traffic, the payment gateway, customer service call volumes, and will spot issues as soon as they arise, and work effectively to get these resolved with the support of the team responsible. This role therefore requires someone who has excellent communication skills, and confident dealing with a variety of teams.

Skills and Experience

• Previous experience working within an eCommerce environment
• Understanding of ERP and CRM systems
• Excellent analytical skills
• A problem-solver
• Strong project management experience
• Experience working in a 1st line support/ticketing environment would be desirable

Benefits

Depending on your experience, there is a salary on offer of up to £35k. This company offers a hybrid working pattern of 3 days a week in the office and 2 remote. There are also competitive benefits on offer including generous staff discount and holiday entitlement, and a company-wide performance bonus.

Sound good?

If you’re keen to hear more, please get in touch with Stacey @ Digital Tonic for the finer details.