Systems

• Support rollout of new processes/initiatives and system enhancements driving any process optimisation opportunities or meeting statutory requirements
• Ensure system process compliance in line with agreed procedures
• Become SME in in store picking application to support problem solving and to drive enhancements.
• Weekly incident review with IT business partners to identify failure points and track any system enhancements impacting processes and efficiencies in store

Stores

• On-going review analysis & measurement of all online store processes in partnership with store/div ops teams to identify key focus areas and agree action plans
• Drive service and process improvements with internal & external partners
• Identify optimisation opportunities by analysing and interpreting data outputs from both internal and external sources to ensure process compliance aligned to KPI’s
• Drive corrective actions by identifying failure points through analysing & sharing key performance reports
• Identifying store training needs through store visits/performance reviews and provide support
• Facilitate monthly performance discussions with stakeholders  in order to drive service improvements and identify system enhancements

Customer Service Centre/Customer

• Daily monitoring & management of store and call centre escalations in order to drive resolutions and doing root cause analysis.
• Support  the rollout of peak plans by co-ordinating with all relevant stakeholders (divisional operations, call centre & delivery partners)
• Establish weekly feedback sessions with the CSC to identify current pain points  

Trade

• Review and brief stores and CSC  on all promos and events which could have an impact on order and call volumes
• Enable trade discussions with stakeholders to review product limits, availability and any triggers impacting store operations and the customer experience

COMPETENCIES

• Strong customer service orientation
• Strong analytical skills through use of data and process reviews
• Good communication skills – verbal and written
• Able to plan, co-ordinate and work in a pressurized environment
• Able to collaborate
• Able to build relationships
• Able to manage stakeholders (internal & external)