Senior Manager – Online Customer Operations

This is a temporary opportunity within the Online Operations team to be accountable for the full end to end customer journey and ensuring that all functions within the business support the customer offer for GHS. Reporting to the Senior Director of Online Grocery Operations Development and leading a team of four you will maximise perfect orders, CPS and service to improve LCOM and minimise contact rate.

Responsibilities and ObjectivesStrategy – through clear ownership of the end to end customer proposition and service you will define a clear plan that delivers parity in all service areas to our best competitor. More importantly meeting the needs of the ASDA customer and be aligned to the department’s 5 year strategyOperations – you will execute the service and proposition plan with the operations and contact centre teams holding them to account where delivery does not meet customer expectations as the key interface between themOperations - You will have full ownership of the door step and collection colleague interaction & process ensuring that processes are fit. You will own the service training plan for our 6000 drivers, Click & Collect colleagues and ECTM’sOperations – You will manage the day to day relationship with our contact centre ensuring customer issues are dealt with via processes that are designed to exceed the needs of our customersProjects – you will develop robust business cases and returns for change programmes for category development across payments, refunds, contact centre processes and other areas focus, ensuring that once live they are on time, to budget and deliver a return on investmentTechnology – You will work hand in hand with the technology teams to ensure that enhancements are delivered to the customer proposition and service experienceCustomers – you will adopt an approach that makes things better for customers and simpler for colleaguesInnovation – you will constantly seek opportunities to innovate and then consult and work with Walmart to implement best practises and share knowledge and experience with them to inform their thinking
Key Relationships

Direct reports x 4

Trading Team, Marketing

ISD and GEC (ASDA Technology functions)

Contact Centre

Wider e-Commerce team

Operations

Finance

External Suppliers

Retail field colleagues

Retail service & coms

The Candidate

Experienced in a high volume e-Commerce environment with a Retail background you will;Be an innovative thinker and solutions drivenHave experience in landing major change projectsHave the ability to build successful and sustainable relationships with a number of Stakeholders to support strategy and project deliveryHave the experience to lead and develop a team Be able to think ahead make decisions to adapt plans Have strong knowledge of technology, its applications and how to lead technology projects following an agile methodology