Ensure an exceptional customer experience and strong commercial performance of our global online channels, working closely with our warehouses, couriers, and internal teams, including Ecommerce, Customer Service, Marketing, Merchandising and Central Operations.
* Analyse online operational performance, identify issues, and drive timely resolution with warehouses, couriers, and internal teams.
* Create and maintain reporting to track outbound SLAs, backlogs, cancellations, shortages, damages, returns and RMA reconciliation delays, and proactively work with warehouses and internal teams to address root causes.
* Manage two direct reports responsible for online operations administration, including fraud prevention, RMA reconciliation, and Customer Service troubleshooting.
* Partner with the Central Operations team to highlight short-term changes in outbound forecasting, capacity constraints, system errors, and backlogs.
* Work closely with 3PLs (US, UK and EU), Inventory Control and Central Operations to reduce inventory discrepancies and shortages.
* Collaborate with the Merchandising team to monitor inbound shipments and update Marketing and Ecommerce teams to support new collection launches and back-in-stock communication. Flag container priorities with Central Operations
* Oversee the 3PL packing process, including personalised paperwork production, and conduct regular warehouse visits to ensure packing guides and quality standards are consistently met.
* Support the Head of Ecommerce with costing initiatives, such as assessing variable delivery charges based on order value thresholds.
* Own courier selection for domestic and international services, managing SLAs and leading cost negotiations.
* Lead key online operations projects, including DDP international delivery (pre-paid duties and taxes with local couriers) and online delivery/returns to retail stores.
* Attend tradeshows and assess competitor delivery offerings to inform customer experience improvements.