Absolute Pets is a fast-growing specialist retail company that caters to the premium pet market offering pet lovers a range of food and accessories for their beloved companions. The Company is the leading pet care retailer in the country with over 170 stores nationwide and aims to be one of the most respected specialist retailers in the country. The Company has a best-in-class omnichannel offering and is looking to significantly grow ecommerce revenue over the next five years. For more information on Absolute Pets visit our website - www.absolutepets.com
Overview Of The Role
The Ecommerce Operations Manager (OM) will have overall responsibility for the operations of Absolute Pets' ecommerce offering and will report to the CEO. The successful candidate will manage a team of 8 and work closely with the marketing, tech, buying and planning teams to ensure that the Ecommerce function achieves its goals. The OM will also be required to contribute to the Company's Ecommerce strategy and implement key strategic initiatives. The ideal candidate must have at least three years' experience in ecommerce and a demonstrable track record of managing an efficient operation. They must be a strong leader with extensive management experience, strong problem solving and organizational skills and be able to manage a fast-growing unit.
Responsibilities Include
- Overall responsibility for the operations of Absolute Pets' ecommerce offering;
- Set key performance indicators (KPIs) and individual development plans for the ecommerce team and manage the team to ensure KPIs are met;
- Ensure revenue budgets and key performance metrics are met;
- Negotiate online promotions with suppliers and successfully implement these and group wide promotions;
- Implement initiatives to gain new customers, win back "lost" customers and retain "at risk" customers;
- Arrange and host events to promote Absolute Pets ecommerce offering;
- Oversee all customer enquiries and complaints and ensure they are all are addressed appropriately;
- Implement initiatives to ensure best-in-class customer service;
- Liaise with planning team to ensure broad range of products is available on the website and new products are added in a timely manner;
- Ensure stock availability on the website is at optimal levels;
- Ensure appropriate stock management and control;
- Ensure the website, mobisite and app are functioning appropriately and liasing with the tech team to ensure bugs are fixed and improvements made;
- Working with the marketing team to ensure appropriate descriptions, images, product reviews and valued added and engaging content. Ensure imagery is updated to keep the website "fresh";
- Ensure supplier positioning and incentives are maximised;
- Ensure appropriate processes in place to allocate orders between drivers and external couriers to ensure lowest cost within delivery KPIs;
- Manage drivers to ensure deliveries done on time and manage route and logistics costs;
- Negotiate courier rates with external parties;
- Manage vehicle fleet to ensure vehicle maintenance and licencing carried out at required intervals;
- Assist in the development and implementation of the online strategy;
- Oversee roll-out of strategic initiatives;
- Ensure an active community involvement; and
- Prepare weekly and monthly reports to show key performance metrics.
- Ensure all financial processes are executed accurately and in a timely manner
Criteria
Attainments/Educational Level/Qualifications
University Degree preferable
Experience with ecommerce platforms such as Shopify and Magento are advantageous
Highly proficient in Microsoft office
Experience
3 to 5 years' ecommerce
5 plus years management experience.
Intelligence/Aptitude
Strong Leadership skills.
Excellent organisational abilities.
Outstanding communication and interpersonal skills.
In depth knowledge of ecommerce and omnichannel retail
Solution orientated.
Disposition/Personality/Motivation
Able to perform under pressure.
Resourceful
Positive and enthusiastic
Strong work ethic
Requirements
Driver's license
Needs to be able to travel including nationally
