Head of Digital and Operations

7 months ago

Hyde, United Kingdom Swell UK Full time

**Role Overview**:
As the Digital & Operations Manager, you will take the reins of our digital strategy, lead customer service operations, and optimize our warehouse and logistics functions. Your versatile skill set will be the driving force behind a seamless customer journey and operational excellence.

**Key Responsibilities**:
**Digital**:

- Develop and execute a comprehensive digital strategy that aligns with the company's goals.
- Collaborate with cross-functional teams, particularly the marketing department, to ensure cohesive brand messaging and consistent customer experiences.
- Analyse digital performance metrics and data to uncover trends, insights, and opportunities for enhancement, working alongside the marketing team.
- Implement strategies to enhance website traffic, user engagement, and conversion rates in close collaboration with the marketing team.
- Manage and optimize the company's online presence, ensuring alignment with marketing strategies.
- Remain updated on industry trends and emerging digital technologies, integrating innovative approaches into the company's digital strategy.
- Oversee the development and maintenance of the company's e-commerce platform, collaborating with the marketing team for a seamless user experience contributing to sales growth.

**Customer Service**:

- Oversee the online Customer Services department, ensuring exceptional customer experiences.
- Develop and execute customer service policies and procedures to address inquiries, concerns, and issues promptly and effectively.
- Monitor and analyse customer feedback and interactions, identifying trends and opportunities for customer satisfaction enhancement.
- Collaborate with various departments to address product-related inquiries, order status updates, and shipping-related matters.
- Implement strategies to improve first-contact resolution rates, minimize response times, and optimize customer support efficiency.
- Utilize customer service software and tools to track and manage customer inquiries, requests, and resolutions.
- Deliver regular reports and insights to upper management on customer service performance, highlighting achievements and areas for growth.

**Warehouse & Logistics**:

- Oversee warehouse and logistics to develop and execute comprehensive warehouse and logistics strategies.
- Partner with Merchandizing to optimize inventory management, order fulfilment, and distribution efficiency for online retail operations.
- Implement and refine efficient warehouse processes, spanning inventory reception to order picking, packing, and shipping, to ensure timely and precise order fulfilment.
- Work closely with suppliers, carriers, and third-party logistics providers to establish seamless inbound and outbound logistics operations.
- Utilize warehouse management systems (WMS) and technology solutions to monitor inventory levels, track shipments, and streamline warehouse workflows.
- Analyse key performance indicators (KPIs) such as order cycle times, shipping accuracy, and inventory turnover to fuel continuous improvement in operations.
- Manage capacity planning and warehouse layout optimization to adapt to shifting demand patterns and maximize space utilization.
- Ensure adherence to health and safety regulations, maintaining an organized, clean, and secure warehouse environment.

**Qualifications**:
Bachelor's degree in [relevant field].

years of experience in digital marketing and operations management.

Proven record of developing and executing effective digital strategies.

Strong analytical skills, capable of interpreting data and trends.

Exceptional leadership and collaboration capabilities.

Customer service management and process optimization experience.

Knowledge of warehouse and logistics operations.

Proficiency in digital marketing tools and software.

**Salary**: £55,000.00-£65,000.00 per year

**Benefits**:

- Free parking
- Language training provided
- Life insurance
- On-site parking
- Sick pay
- Store discount
- Transport links

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Hyde, SQ14 4QF: reliably commute or plan to relocate before starting work (required)

**Education**:

- Certificate of Higher Education (preferred)

**Experience**:

- Digital marketing: 3 years (preferred)
- Marketing: 1 year (preferred)

Work Location: In person

Reference ID: SWELLHDO

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