Dtc Change Co-ordinator - Chertsey, United Kingdom - Aldena Associates Ltd

Aldena Associates Ltd

Verified Company

Chertsey, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This is a critical role within the DTC Operation team and has the exciting opportunity to build a best in class service to our customers through our stock management, logistics and customer service partner teams.

The DTC Operations team are responsible for the delivery of the DTC sales, which includes leading all the DTC platforms, Order flow across the various platforms, fulfilment, supply chain, stock movements, retail store operations, loss prevention and keepingour CX team fully informed of upcoming changes or significant proposition launches.

What will this role achieve?

The purpose of this role is to work with our DTC CX team and streamline our existing processes.

Our post sales journey needs continual review and this role will be part of the team to deliver the changes and good working practices which can scale up withthe operation as it rapidly grows.

Your Key Responsibilities:

The DTC customer optimisation & change team are responsible for ensuring the DTC CX team are informed of new features/functions, identifying bottlenecks in the customer experience journey, delivering change to streamline processes and working with businessanalysts to improve DTC platforms and systems which ultimately help drive better customer satisfaction and best practice.

Report in to the Customer Service Change Manager
Daily/Weekly/Monthly monitoring of the important metrics which measure the effectiveness of our DTC customer journey
Working closely with the Customer Service Change Manager to develop a continuous programme of customer experience improvements
Work closely with the various support teams to ensure any issues impacting the customer promise and experience are resolved promptly
Providing a consistently high level of service that supports daytoday estore operations
Working with the Commercial Teams to ensure promotional activity is set up correctly and communicated to the customer service teams
Gathering and analysing returns data
Submitting reports to the relevant department heads and management
Finding patterns and trends in the analysed data
Supporting the DTC Operations Team and other teams draw business goals and needs
Establishing new data gathering and analysis techniques within the DTC Operations
Formulating procedural manuals for the estore DTC Ops department
Assisting with Customer Service training modules
Putting together training briefs that can be shared with the Customer Services Team

What we need for this role

The role requires significant experience/evidence of being a change agent in the online operations space. They will need to continue to build strong communication channels across the various teams.

Experience in a DTC Operations team or DTC CX team.
Effective partner management.
Strong analytical and excel skills.
Good understanding of eCommerce order flow and supply chain procedures
Experience of delivering internal communications, working cross functionally to deliver results
Strong interpersonal skills are also essential to effectively interact with teams, across all areas and levels of the business.