Online Operations Manager

Dixons Carphone / Online Trading and Ecommerce

Job Number: DC-SF04414

Location: Acton

Contract: Full Time / Permanent


eCommerce Operations Manager

Location : Newark area OR London - travel to Newark is required

The eCommerce Operations Manager is the mediator between the Newark Distribution hub, our Customer service operation in Sheffield and the UK Online team. They analyse, monitor maintain and improve the operational performance of our end to end multichannel customer journey, focused on the post -check-out elements of the home delivery journey; including Fraud, delivery, customer service, returns, refunds and exchanges. 

As the Online Operations Manager your role is varied it is an exciting mix of leading on the planning, preparation and co-ordination of peak trade to resolving production incidents and high level online customer complaints. It is an opportunity to enhance the relationships between our different channels in order to deliver a first rate online/eCommerce customer experience.           

You will:

  • Define the relevant operational KPIs and determine targets across the end to end processes
  • Drive, in coordination with the operation and the eCommerce Development team the improvements required to achieve those targets
  • Propose and deliver the reporting required by the different areas of the business to monitor compliance to the above targets
  • Be responsible within eCommerce to plan and coordinate peak activity (Christmas, Easter, Bank Holidays) to ensuring systems and operations are prepared
  • Be the main point of contact in eCommerce for the operational areas of the business (home services, logistics, customer service)
  • To identify key deliverables and structure key activities into work assignments.
  • Plan timing and work, monitor progress and ensure compliance to process by teams outside their direct supervision (including definition and tracking of key performance indicators).

You will need:

  • Previous experience of performing a similar role within a major FTSE 100 Multichannel/online retailer or comparable organisation, or has experience of delivering the requirements of this role across multiple clients as a member of a top tier professional services (consulting) firm.
  • To be a self-starter, demonstrating strong time management, communication, analytical, implementation and delivery skills
  • Exposure to mapping processes to identify key performance indicators and critical points.
  • Strong influencing skills to get buy in from the Operation and other areas of the business to successfully develop and implement solutions
  • To be able to shape and produce high quality and focused deliverables in a timely manner that support the delivery of project, programme or portfolio objectives meeting the needs of the stakeholders.

Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.