eCommerce Operations Lead at Frank Management Consult Ltd

Roles & Responsibilities:

• Identify new frontiers and improvements that improve operations
• Design and implement strategies to support commercial forecasts on targets.
• Develop, implement and continuously improve processes for fraud and cost management.

• Formulating & Optimizing the e-commerce budget.

• Strategize on the policies and plans for using the organization's resources for order fulfilment.
• Verify payment invoices before submitting them to finance.
• Monitor operational costs on ecommerce partners.
• Mitigate losses by verifying customer payments and refunds
• Develop, implement and continuously review SOPS to support the growth and scaling of operations as the online business grows.
• Identify process gaps and implement process improvements for mitigation
• Inventory management for ecommerce orders.
• Troubleshoot bottlenecks, inadequate resources, and downtimes to improve efficiency.

• Ensure high levels of team engagement
• Ensure that data protection guidelines are adhered to.
• Ensure compliance with policies and regulations.
• Ensure auditable checks and balances in all operations processes
• Ensure operations processes developed are loss proofed
• Ensuring efficient and effective delivery of customer orders
• Ensuring customer enquiry and feedback has been actioned and used for further process improvements
• Ensuring correct and quality products are delivered to the customer
• Ensuring customer retention through seamless quality service delivery.
• Negotiating affordable delivery fee to our clients
• Generate order fulfilment reports to review operations
• Define and implement reports for daily and periodic monitoring to enhance performance.
• Periodic reporting order fuilfilment reports to the manager for decision making.
• Timely and efficient resolution of operational challenges
• Ensure timely payment of invoices, issuance of reversals, payment confirmations and expenses are handled.
• Ensure delivery of orders at the right time and in the right condition, picking, dispatch, returns and replacement.
• Review of order fulfillment processes for adequacy.
• Implementation of the eCommerce commercial strategies
• Ensure all the systems are working efficiently.

Minimum Requirements:

• Bachelor's degree in a relevant field
• 5+ years work experience, of which a minimum of 2 years in a senior e-commerce marketing or sales role
• Experience with improving customer-facing order fulfillment, returns, and exchange processes
• Passionate customer advocate with experience in a senior e-commerce customer service role, with proven process improvement abilities
• Strong communication & interpersonal skills
• Project Management experience with  very strong eCommerce acumen and best practices