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For Companies At a Glance
- Tasks: Manage daily ecommerce operations, ensuring smooth order fulfilment and returns across multiple brands.
- Company: Join a dynamic group with exciting fashion brands like Agent Provocateur and Pretty Green.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Be at the forefront of ecommerce, driving efficiency and enhancing customer experiences.
- Qualifications: Experience in ecommerce operations and strong problem-solving skills required.
- Other info: Fast-paced environment with plenty of room for innovation and career advancement.
The predicted salary is between 36000 - 60000 £ per year.
Purpose Of Role
The Ecommerce Operations Manager plays a key role within the Group Ecommerce function, taking ownership of the day-to-day operational performance of the Four Marketing Group ecommerce websites, including: Agent Provocateur, Pretty Green, A-Cold-Wall, Albam Clothing, amongst others. The role is responsible for outbound fulfilment, returns performance, operational integrations and carrier management, ensuring efficient order processing and delivery against customer SLAs. Working closely with ecommerce, logistics, customer services, warehouse partners and payment providers, the successful candidate will independently manage operational workflows while contributing to ongoing platform and process improvements across the group.
Main Duties
- Fulfilment & Returns Performance
- Own the daily monitoring, reporting and performance of ecommerce outbound orders across all brands
- Ensure shipments meet customer-facing SLAs and elevate risks proactively
- Manage returns performance via third-party returns providers and warehouses
- Oversee refund and exchange processing efficiency
- Customer Services
- Support the customer services team with operations related issues concerning orders, returns, payments and refunds
- Contribute to escalated resolution processes when required
- Systems & Workflow Management
- Monitor ecommerce integration workflows (orders, returns, refunds, exchanges)
- Troubleshoot operational issues and coordinate resolution with internal and external stakeholders
- Maintain accurate data flows across ERP, WMS, web platforms and PSPs
- Maintain documentation and systems processing guidelines for dept.
- Carrier & Supplier Management
- Manage carrier claims processes for lost, delayed or damaged parcels
- Track compensation recovery and provide regular reporting
- Support supplier performance management across carriers, returns providers and warehouses
- Payment Operations
- Manage dispute and chargeback process for all websites
- Manage operational aspects of the payment service provider to maximise payment performance
- Operational Improvement & Projects
- Contribute to systems rollouts and web platform migrations from an operational perspective
- Maintain issue logs and drive timely resolution of operational incidents
- Identify and implement process improvements to increase efficiency and reduce cost.
Please note, the roles and responsibilities listed above are indicative of the position and are not exhaustive and the role includes actions based on any reasonable requests by a line manager.
E Commerce Operations Manager employer: Four Marketing Limited
Contact Detail:
Four Marketing Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land E Commerce Operations Manager
✨Tip Number 1
Network like a pro! Reach out to people in the ecommerce space, especially those working at Four Marketing Group or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies showcasing your past successes in ecommerce operations. Highlight your experience with fulfilment, returns, and operational improvements to make a strong impression.
✨Tip Number 3
Be proactive! If you see a job opening on our website, don’t just apply—follow up with a quick email expressing your enthusiasm. It shows initiative and keeps you on their radar.
✨Tip Number 4
Stay updated on industry trends! Read up on the latest in ecommerce operations and logistics. Being knowledgeable about current challenges and solutions will help you stand out during interviews.
We think you need these skills to ace E Commerce Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the E Commerce Operations Manager role. Highlight your experience in managing operational workflows, fulfilment processes, and any relevant metrics that showcase your success in previous roles.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this position. Share specific examples of how you've improved operational performance or managed complex logistics in the past. We love a good story!
Showcase Your Problem-Solving Skills: In your application, emphasise your ability to troubleshoot operational issues and coordinate resolutions. We want to see how you’ve tackled challenges in previous roles and what impact it had on the business.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Four Marketing Limited
✨Know Your E-commerce Inside Out
Before the interview, make sure you’re well-versed in the e-commerce landscape, especially regarding fulfilment and returns performance. Familiarise yourself with the specific brands mentioned in the job description and understand their operational challenges. This will show your genuine interest and help you speak confidently about how you can contribute.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific operational issues, such as managing returns or troubleshooting integration workflows. Think of examples from your past experience where you successfully resolved similar challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Data Management Skills
Since the role involves maintaining accurate data flows across various systems, be ready to discuss your experience with data management tools and processes. Highlight any relevant software you’ve used, and be prepared to explain how you ensure data accuracy and efficiency in operations.
✨Demonstrate Your Collaborative Spirit
This position requires working closely with various teams, so it’s crucial to showcase your teamwork skills. Prepare examples that illustrate how you’ve effectively collaborated with logistics, customer service, or IT teams in the past. Emphasise your ability to communicate clearly and resolve conflicts to keep operations running smoothly.