Ecommerce Coordinator

**Job details**:

- Posted 21 July 2025
- Job type Permanent
- Team Marketing & Commercial
- Reference012005
- Expiry 03 August 2025

**Job description**:
Responsible for managing the systems and processes that ensure goods-in/goods-out tasks are aligned to agreed guidelines and completed within agreed SLAs. Main point of contact for customer service enquiries, utilising customer feedback to inform process improvements. Support the eCommerce Manger with the management of the development backlog and delivery of key project initiatives whilst supporting the eCommerce Manager deliver the ecommerce strategy.

**Main Duties/Responsibilities**:
**Intake and Order Management**:

- Responsible for overseeing and managing the delivery schedule and goods-in/goods-out processes with the fulfilment partner.
- Work with eCommerce Trading Coordinator to complete all internal processes needed to facilitate delivery bookings with the fulfilment partner. Collaboratively managing the intake inline with trade and marketing plans; informing the eCommerce Manager of slippages or changes to launch dates.
- Monitor all aspects of the service proposition - timely and accurate dispatch of all customer orders, logistics, DC cancellations, deliveries outside of SLA, trends in delivery options, orders with errors, processing refunds, issuing store credit, mispicks and out of stock notifications from DC
- Lead on day-to-day queries from the fulfilment partner in relation to processing and fulfilment of customer orders; stock-levels, goods-in, stock transfers, Championship readiness
- Work with the eCommerce Manager and the fulfilment partner in the production of shipping materials and implementation of process changes and new developments.
- Regularly review non-stock stockholding to ensure sufficient resource is available at fulfilment partner to process customer orders.
- Be the go-to person for internal questions related to ecommerce goods-in and order fulfilment processes

**Stock Planning and Terminal Stock Management**:

- Continuous monitoring of stock levels. Proposing stock to include in promotional activity, options to place repeat orders on or return to site/donate to the eCommerce Manager.
- Assist with the completion of weekly/monthly DC forecasts to ensure the right staffing levels to meet the customer delivery expectations.
- Assist eCommerce Manager with long term forecasts and KPI monitoring.
- Support eCommerce Manager to ensure the online shop has the correct product stock mix to achieve planned sales.

**Platform Management**:

- Support eCommerce Manger with day-to-day communication with the Development agency, ensuring smooth running of the website and swift resolution of website errors.
- Complete end-to-end testing of new developments. Reporting any issues back to eCommerce Manager, Technology Partners and Development agency.
- Complete competitor analysis to identify platform improvement opportunities to assist the eCommerce Manager in the build out of the annual roadmap.
- Support eCommerce Manager in the completion of user stories for backlog items, highlighting relevant dependencies to other process areas.
- Use feedback from customer service queries to inform prioritisation of bug fixes with estimations of revenue impact.

**Customer Experience Management**:

- Lead the online retail customer service operation. Working with other Zendesk users in the business to develop and improve the platform to meet objectives.
- Work with eCommerce Trading Coordinator to resolve customer service queries.
- Monitor and process customer refunds, issuing store credit where relevant. Flagging products that are frequently returned to wider team.
- Together with the eCommerce Trading Coordinator gather feedback from customers, that support the wider team in making product and service improvements.
- Own the end-to-end process of resolving customer order and instore purchase queries.

**Reporting and Insights**:

- Support eCommerce Manager with end of month reporting for Finance.
- Regularly analysis stockholding and sell-thru data, using this insight to make recommendations to support trading objectives.
- Analyse stockholding at sku and size level to inform future buying decisions.
- Work with eCommerce Trading Coordinator to track cart and checkout abandon rates. Making suggestions for ways to improve.
- Work with eCommerce Trading Coordinator to prepare bi-weekly reporting packs. Inclusive of customer service support metrics, highlighting areas for improvement to be presented back to the eCommerce Manger and wider team.

**What part your role will play in The Championships**:

- Lead a pool of fixed-term customer service colleagues during peak trading from June through to mid-August.
- Close daily communication with the wider Retail Team.
- Liaison with AELTC Finance Team on any payment queries.
- Supporting the eCommerce Manager in the above and other ad hoc duties as appropriate.
- There will be a requirement to work ir