Ecommerce Operations Manager

1 month ago

United Kingdom Muji Europe Holdings Ltd Full time

Ecommerce Operations Manager - London Head Office, United Kingdom

Full-Time

E-commerce Operations Manager

Reporting to Head of Ecommerce, you will be responsible for optimising stock availability, managing fulfilment services and warehouses, customer services, and ultimately supporting online sales targets and improve operational costs.

Responsibilities:
• Ensure best stock availability for all online stores and minimise/eliminate out-of-stock on the colour-size level. Produce weekly stock reports. Take short-term actions and improve long-term process on stock to support online sales targets. This includes but is not limited to suggestions on stock logic, stock buildup for promotions, replenishment process with allocation team and (until full centralisation) regional teams.
• Manage the transition of seasonal product codes and slow/fast-moving products. Suggest transfer stock in/out with physical stores based on old/new season codes, long/short stock cover and other conditions. Manage food expiry dates. Work with website team members on stock clearance and promotions.
• Manage all online warehouses - 3rd party warehouse in France, (until centralisation) German and UK warehouses. For 3rd party warehouse, liaise and regular meetings with account manager, submit forecast, work with logistics team to improve costs. Work with local warehouse managers in Germany and the UK. For the UK warehouse, this involves facilities management, maintenance and packaging costs. Oscastional site visits to the warehouses (logistics team cover more of the actual warehouse operations).
• Manage the shipping and return processes of online orders. Work with logistics team to source and negotiate with parcel couriers and vendors of last-mile furniture delivery to optimise costs. Propose shipping charges to customers and analyse shipping costs vs customer charges. Work with IT team on shipping/return projects - adjust shipping fee settings on website, set up return portal/charge, evaluate and set up additional services such as Shipment Tracking, Express Delivery, Pickup Points, etc. and update the email templates and FAQ section of these services, integration with new logistics vendors.
• Support the project to centralise customer service, define process flows and explore opportunities to improve customer experiences and enhance selling capabilities such as chatbot, connections to our ecommerce platform, CRM and other APPs. Source and onboard a new customer service software. Manage internal and external customer service teams, and improve efficiency and costs. Create reports in service levels. Manage escalated customer services issues and suggest solutions such as damage rate, post codes issues, etc.
• Manage furniture order and return processing and review and improve the process in both systems, operations and costs on the country level.
• Deliver roadmap projects in improving online services and operations. This include but is not limited to launch shipping to Finland, Switzerland and additional EU countries, gift wrap, inserts, FR expansion of furniture delivery from Paris to Nationwide, pre-order of furniture, furniture services review and improvement. Manage the projects from website experiences to back-end systems and operations.

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