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For Companies At a Glance
- Tasks: Manage eCommerce operations, ensuring reliability and efficiency across digital services.
- Company: Join Burberry, a leading luxury fashion brand known for innovation and quality.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a culture that values continuous improvement and collaboration in the digital space.
- Qualifications: Experience in eCommerce operations, problem-solving, and managing third-party suppliers required.
- Other info: This is a 10-month fixed-term contract based in London.
The predicted salary is between 42000 - 84000 £ per year.
We are seeking a Digital Operations Manager with experience of managing operations in the eCommerce space to join our Digital IT team. You will be the point of contact and escalations across Digital Tower. You will steer, influence and motivate a team of offshore support engineers and drive operational excellence through continuous improvement. In this role, you’ll ensure reliability, procedural integrity and efficiencies driving a continual service improvement culture across the support function within Digital IT. You will work closely with development/engineering teams, product owners, and project managers to continually drive improvement, digital services reliability, and performance efficiency.
RESPONSIBILITIES
- Managing order flows with Third Party Partners (returns issues, order delays, issues with integrations and general order pipeline issues).
- Proactive participation and input onto management of external/offshore IT support teams (workload, prioritisation, influence over ways of working etc.).
- Utilise existing monitoring to track performance and service reliability, analyse trends.
- Working with various stakeholders to improve our monitoring and alerting capabilities.
- Act as the key contact for escalations to and from the support function, handling escalations from business (including Auditors and Finance), external partners, and IT stakeholders.
- Regularly using the service management tool and the provider portals to gather information, contribute and expedite queries/issues raised by business units, perform trend analysis.
- Lead and report on Major Incidents and Problem investigation, collaborating and actively contributing to root cause analysis and resolution.
- Managing all operational issues with each warehouse (Blyth, Vineland, Shanghai), local teams (Brazil, Russia, Mexico, Korea, Japan), Third Party Partner Services, Integrations teams, and Burberry customer service teams.
- Collaboration with business and IT internal and external units, development streams.
- Influencing prioritisation, business process changes, and technology improvements.
- Working and facilitating regular reviews/check-ins with the providers and partners to identify trends and service improvement initiatives, actively making suggestions to improve operating processes.
- Supporting during audits to provide order information to internal and external stakeholders.
- Working with OMS, SAP, Finance, Warehouse, 3P Partners during operational and integration testing for new channels.
- Assisting with project transition into BAU, ensuring documentation is complete and fully handed over by the project in a timely manner and with the required detail.
PERSONAL PROFILE
- Proactive character capable of driving the operations forwards in a positive way - with a hunger for inspiring change and improvement.
- Highly motivated problem solver with the capability to communicate with stakeholders across all levels of the organisation.
- Functional experience of managing Major Incidents (with on-call duties), Problems and Releases.
- Previous experience in designing and managing transition of services and working with 3rd Party Suppliers.
- Passionate about Retail & eCommerce with an understanding of the online retail landscape.
- Comfortable actively working with technical resources and participating in technical discussions.
- Understanding of agile development teams and workflows within JIRA, Confluence or similar systems.
- Knowledge and working experience with ITMS tools (Helix, Remedyforce).
MEASURES OF SUCCESS
- All agreed GSD service levels and KPIs including customer satisfaction scores and team performance measures.
- Continuous service improvement for our customers in the business – evidence of positive impact of problem management contribution.
- Efficiency of service delivery – delivery of ‘shift left’ projects, improvement in average handling times and other analyst productivity measures.
Digital Operations Manager (10 month FTC) employer: Burberry
Contact Detail:
Burberry Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Operations Manager (10 month FTC)
✨Tip Number 1
Familiarise yourself with the eCommerce landscape and current trends. Understanding the challenges and innovations in this space will help you speak confidently about how you can drive operational excellence at StudySmarter.
✨Tip Number 2
Network with professionals in the digital operations field, especially those who have experience with offshore support teams. Engaging in conversations can provide insights into best practices and may even lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with service management tools like Helix or Remedyforce. Being able to demonstrate your familiarity with these systems will show that you're ready to hit the ground running.
✨Tip Number 4
Highlight your problem-solving skills and examples of how you've managed major incidents in the past. This will showcase your ability to handle escalations effectively and contribute to a culture of continuous improvement.
We think you need these skills to ace Digital Operations Manager (10 month FTC)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in eCommerce operations and digital IT management. Use keywords from the job description to demonstrate that you meet the specific requirements of the Digital Operations Manager role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for retail and eCommerce. Discuss your proactive approach to problem-solving and how your previous experiences align with the responsibilities outlined in the job description.
Highlight Relevant Skills: Emphasise your experience with ITMS tools, managing major incidents, and working with third-party suppliers. Mention your familiarity with agile development processes and tools like JIRA and Confluence, as these are crucial for the role.
Showcase Continuous Improvement Initiatives: Provide examples of how you've driven operational excellence and continuous service improvement in past roles. This could include specific projects or initiatives where you influenced change and improved efficiency.
How to prepare for a job interview at Burberry
✨Show Your eCommerce Expertise
Make sure to highlight your experience in the eCommerce space during the interview. Discuss specific projects or challenges you've faced and how you overcame them, as this will demonstrate your capability to manage operations effectively.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've handled major incidents or operational issues in the past. Be ready to explain your thought process and the steps you took to resolve these problems, showcasing your proactive character and motivation.
✨Familiarise Yourself with Relevant Tools
Since the role involves working with ITMS tools like Helix or Remedyforce, brush up on your knowledge of these systems. If you have experience with JIRA or Confluence, be prepared to discuss how you've used these tools in previous roles.
✨Engage with Stakeholders
The ability to communicate effectively with stakeholders at all levels is crucial. Think of examples where you've successfully influenced prioritisation or driven process changes, and be ready to share these stories to illustrate your communication skills.
