Dtc Change Co-ordinator

**This is a critical role within the DTC Operation team and has the exciting opportunity to build a best in class service to our customers through our stock management, logistics and customer service partner teams.**

**The DTC Operations team are responsible for the delivery of the DTC sales, which includes leading all the DTC platforms, Order flow across the various platforms, fulfilment, supply chain, stock movements, retail store operations, loss prevention and keeping our CX team fully informed of upcoming changes or significant proposition launches.**

**What will this role achieve?**

**The purpose of this role is to work with our DTC CX team and streamline our existing processes. Our post sales journey needs continual review and this role will be part of the team to deliver the changes and good working practices which can scale up with the operation as it rapidly grows.**

**Your Key Responsibilities**:
**The DTC customer optimisation & change team are responsible for ensuring the DTC CX team are informed of new features/functions, identifying bottlenecks in the customer experience journey, delivering change to streamline processes and working with business analysts to improve DTC platforms and systems which ultimately help drive better customer satisfaction and best practice.**

**Report in to the Customer Service Change Manager**

**Daily/Weekly/Monthly monitoring of the important metrics which measure the effectiveness of our DTC customer journey**

**Working closely with the Customer Service Change Manager to develop a continuous programme of customer experience improvements**

**Work closely with the various support teams to ensure any issues impacting the customer promise and experience are resolved promptly**

**Providing a consistently high level of service that supports day-to-day estore operations**

**Working with the Commercial Teams to ensure promotional activity is set up correctly and communicated to the customer service teams.**

**Gathering and analysing returns data**

**Submitting reports to the relevant department heads and management**

**Finding patterns and trends in the analysed data**

**Supporting the DTC Operations Team and other teams draw business goals and needs**

**Establishing new data gathering and analysis techniques within the DTC Operations**

**Formulating procedural manuals for the estore DTC Ops department**

**Assisting with Customer Service training modules**

**Putting together training briefs that can be shared with the Customer Services Team**

**What we need for this role**

**The role requires significant experience/evidence of being a change agent in the online operations space. They will need to continue to build strong communication channels across the various teams.**

**Experience in a DTC Operations team or DTC CX team.**

**Effective partner management.**

**Strong analytical and excel skills.**

**Good understanding of eCommerce order flow and supply chain procedures**

**Experience of delivering internal communications, working cross functionally to deliver results**

**Strong interpersonal skills are also essential to effectively interact with teams, across all areas and levels of the business.**

**Interview Process**

**2 stage interview process with hiring manager and Head of department**

**Job Types**: Full-time, Permanent

**Salary**: £35,000.00-£42,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Flexitime
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Chertsey: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Have you worked within a e-commerce environment ?
- Have you worked within a retail operations environment ?
- Do you have good business analytical skills ?
- Are you very customer orientated and can demonstrate good understanding of customer journey ?

Work Location: Hybrid remote in Chertsey