E-Commerce Operations Coordinator - Ted Baker at Ares Holdings

E-Commerce Operations

• Ensure all E-Commerce operational activities are consistently executed according to Standard Operating Procedures and applications used (Returns Go, Error Optimize, Media 24 E-visibility, Media 24 recaps systems and courier partners).
• Ensure the order well for B2C for Ted Baker is always clear and orders are delivered according to the delivery lead-times for the brand.
• Work closely with the customer service team on all customer queries.
• Ensure that all packing requirements are followed correctly by the warehousing partner.
• Monitor returns with the customer service team and assist to reduce the return rate.
• Assist customer care with customer product re-selection options.
• Work closely with the merchandise planner and logistics to minimise cancelled orders.
• Managing customer queries and escalating when necessary.
• Place replenishment orders for packaging to dispatch all E-Com orders from warehousing partner.
• Provide ad hoc support to adjust the site, including front-end customizations, improving speed/performance, and other customizations as needed.
• Ad-hoc UAT for E-Commerce and omni-channel projects.
• Ensure all products are listed and enriched for the E-Commerce store.

Customer service

• Conduct customer surveys to gauge satisfaction levels. (NPS Score).
• Employ analytical skills to identify and resolve gaps in customer experience.
• Outline customer query responses for the Customer service team to communicate to customers.
• Document and maintain customer service policies.
• Update and maintain frequently asked questions on the website and the live chat.
• Ensure web forms are up to date and user friendly.

Performance tracking

• Ensure all tracking for ads performance is in place.
• Ensure all tracking tools are set up and up to date for E-Commerce.
• Ensure all the correct collections are created and correct links are supplied to agency for E-mailer and banner call to actions.
• Work through heatmapping tools daily and make improved user experience suggestions based on the findings.
• Monitor and analyse website analytics to identify areas for improvement and optimize content accordingly.
• Support the E-Commerce Manager in global reporting requirements (KPI, Data, and Performance) when needed.
• Reporting to the E-commerce Manager weekly/bi-weekly updates on user experience findings with a solution-based approach.

Online Inventory management

• Control E-Commerce inventory and pricing in line with Planning team – communicate out of stock items to planners and ensure replenishment orders are placed.
• Ensure inter business stock transfers take place between regions to assist online customers.
• Assist with integration and stock alignment errors.

Requirements

Qualifications:

• Bachelor's degree required, preferably in e-commerce or a related field.

Experience & Expertise:

• Proven experience in mapping and managing online customer journeys.
• Strong background in direct marketing and e-commerce environments.
• Expertise in using Content Management Systems (CMS).
• Proficiency in various CRM platforms.
• Analytics: Advanced skills in Google Analytics, social media analytics, and mailer analytics. Ability to generate reports, analyze metrics, and implement testing or new initiatives to optimize performance.
• E-commerce Knowledge: In-depth understanding of e-commerce processes, including payment gateways, shipping, and inventory management.
• Hands-on experience with website merchandising and management tools.

Platform Proficiency:

• Deep expertise in the Shopify platform, including backend operations and functionalities.
• Advanced skills in Microsoft Office Suite.

Skills & Abilities:

• Strong troubleshooting and analytical skills, with a proactive approach to solving challenges.
• Ability to source and manage content to enrich the customer experience, increase conversions, and boost sales.
• Data-driven mindset, capable of interpreting analytics from Shopify and other tools to inform strategic decisions.
• Detail-oriented with a focus on enhancing customer journeys, from order placement to fulfilment.

Additional Requirements:

• Valid driver’s license and access to a vehicle.
• Ability to adapt to change and thrive in a dynamic environment.
• Strong relationship-building skills, with the ability to collaborate effectively within a team.
• Excellent time management and task prioritization skills.
• Ability to identify and seize business opportunities to drive growth and improve performance.