Ecommerce Operations Specialist

**Role Purpose**

The purpose of the eCommerce Operations Specialist role is to execute operational efficiency across an assigned area and support the delivery of the operational goals and objectives of the eCommerce chapter. The role forms part of an operations team, ensuring the effectiveness of store and distribution operations through streamlining processes and executing training and development. The eCommerce Operations Specialist further supports efficient store operations by conducting frequent store visits, ensuring compliance to operational processes and service standards in store and across driver networks as well as investigating operational inefficiencies and identifying opportunities for improvements. The eCommerce Operations Specialist is an individual who is passionate about the customer and therefore drives processes to ensure the area is fulfilling its promises within agreed service level standards.

**Role Description**

**Store Operations**

Ensures a strong relationship is formed with all staff related to Sixty60 Operations:

- Act as hands on support to branches and Help Centre to resolve operational issues.
- Conduct regular store visits to drive performance and ensure processes and procedures are followed.
- Conduct store operational audits to ensure compliance.
- Identify operational inefficiencies through GAP / SWOT analysis.
- Communicate store audit findings and ensure resolution thereof.
- Attend store openings and support with the execution of the entire operational process.
- Coordinate the distribution of marketing material for new store openings.
- Implement operations flow from order injection to stores to handover to the driver and return and conduct product checks to increase the percentage of online orders.

**Driver Network Compliance**

Forge and maintain a good relationship with 3rd party delivery partners and staff:

- Visit stores to perform daily, weekly, monthly audits of the delivery network.
- Meet with compliance officers in the field to ensure agreed upon checks are conducted
- Ensure drivers obtain and maintain a good public image.
- Investigate driver complaints / discipline issues and resolve to completion.
- Ensure handover processes are adhered to.
- Conduct GAP and root-cause analysis to resolve any network complexities.
- Provide proactive, fast, and reliable feedback on queries and resolutions.

**Training and Development**:

- Conduct needs analysis to understand training and development needs.
- Execute / facilitate training of new or existing processes.
- Draw up operational process flows and standard operational procedures as required.

**Qualifications and experience**
- Degree of Diploma in Business, Retail Management, eCommerce or related - (preferred).
- +1 years' experience in a similar capacity or role, executing store operations processes in a retail environment - (essential).
- Experience executing supply chain and logistics processes within a retail operations environment - (essential).
- Experience executing and facilitating training of retail operational procedures - (essential).
- Proficiency in MS Office 365 with well-developed Excel skills - (essential).

**Key competencies and work ethic**
- Strong customer-first thinking - Understands customers and how best to serve them; committed to providing high-quality customer service and ensuring customer needs and expectations are met.
- Organised with a strong drive for operational execution and efficiency - Ensures processes, targets and performance measurements are continuously met or exceeded.
- Detail orientated with good problem-solving to identify process inefficiencies and proactively resolve performance or delivery concerns.
- Business acumen - Understands retail standards and operational best practices to improve and drive performance.
- Communication and reporting skills - Able to the convey information and data clearly, accurately, and succinctly in a meaningful way.
- Collaborative partnering - Good interpersonal skills with the ability to build meaningful, sound relationships both internally and externally. Manages conflict well, balancing interpersonal needs with achieving organizational objectives.
- Ability to work under pressure and manage multiple demands.