E-Commerce Operations Manager at Safaricom Kenya

Brief Description

Reporting to the HOD- Ecommerce, the position holder will be This Position owns the operation strategy for e-commerce & provides the end to end operational support to e-commerce for both external & internal parties. Develop & guide operational efficiencies on the e-commerce ecosystem.

E-Commerce Operations Manager Job Responsibilities

• Develop monitor & ensure 100% achievement of SLA’s on delivery.
• Measuring performance of consumer shipments.
• Monitor returns & establish best practice bench marks
• Establish tools to Wow the customer with before time delivery.
• Measure inventory performance against established KPI’s.
• Ensure all inventory metrics are met.
• Understand process performance versus target objectives, identify reasons for variance, communicate and implement necessary changes
• Provide input to the content & acquisition team to assist with sell thru and in-stock percentage
• Liaise with the delivery partners on processes & technology improvement to continually improve on the customer experience
• Liaise with internal teams-Cops, Merchant teams, onboarding teams to ensure NPS achievement across the various customer touch points.
• Manage 2nd line support escalations
• Coach & manage the operations team

Requirements for the E-Commerce Operations Manager Job

• Degree in a Business related field
• Post graduate certification in online Marketing & project management will be an added advantage
• At least 5 year’s hands-on experience with an online retailer in operational best practice.
• Attention to detail