Digital Operations Lead - London, United Kingdom - Sainsbury's

Sainsbury's

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

At Sainsbury's we believe that the customer should be at the heart of everything we do which is why we have put Digital at the centre of our vision of being there for our customers whenever, wherever and however they want and of serving more of our customers more of the time.

Within Digital we are one organisation, driving brilliant experiences across all our brands operating in agile teams and working seamlessly together to make the most of the exceptional knowledge, insight, and talent that we have across the Division.

As the Site Operations Lead you will:

Work across all Sainsbury's brands within the Digital space, including Argos, Habitat, Tu Clothing & Groceries websites, and apps channels.
Assist Site Ops Brand Leads with the development and standardisation of communications
Lead the development of customer insights and monitoring insights across brands
Lead the training support programme across both Site Ops and Quality Assurance teams
Own and govern process improvement & documentation within Site Ops & QA teams
Project lead on key priority initiatives that require crossbrand collaboration or consistency Support Business Continuity Planning

What you need to do:

Lead and develop the Voice of customer feedback programme to ensure insights are being collected and shared consistently for all digital channels and brands
Lead the continuous improvement of operational site monitoring capabilities across all Sainsbury's Digital Channels
Support the development and implementation of the session replay programme
Work with brand leads to maintain a central view of change across all Digital Channels and ensure broader business risks and priorities are represented
Lead the expansion and improvement of the Quality Assurance team
Define, agree & manage project milestones on key crossbrand priorities, or seasonal initiatives, that require collaboration to support the business agenda
Drive, review, and improvement in ways of working within the Site Operations team to drive efficiency
Coordinate with SMEs to deliver training to the broader SiteOps team
Develop & maintain a communications programme to ensure all comms sent out by the team are appropriate, informative, and relevant
Own and govern process documentation ensuring it is kept up to date and accurate
Maintain the Business Continuity Plan and documentation for Sainsbury's Ecommerce Operations
Provide assistance to individual brands when additional operational support is required
Provide outofhours emergency operational support on a rota basis with leadership team Deputise for Site Ops Manager as and when the need arises

What you need to know and show:

You have experience in an operational or managerial role delivering multiple tasks or workstreams to achieve targets within a fast-moving environment
You are calm under pressure and have strong organisational and delegation skills

Analysing Problems

You have strong analytical skills and experience with web analytics
Inspiring & engaging others
You are comfortable liaising with and influencing a wide variety of stakeholders, including at a senior level.
Inspiring & engaging others
You have good time management skills and the ability to motivate others in demanding, timecritical situations that require action

Explaining Clearly

You have the ability to communicate complex processes in a simple way to wide audiences including senior management teams and individuals

Spotting opportunities

You have an understanding of customer best practise and seek out opportunities to improve the customer experience online through removal of struggle areas and optimisation of existing processes

Desirable

Experience in IT functions or eCommerce operations

Desirable

Experience of managing a high performing team Desirable
You aspire to succeed and develop your career further into a broader or more senior role

What decisions I can make including budget:

As a key stakeholder and representative of the online business, you will be expected to make risk[1]based assessments, with support from relevant teams, on changes or incidents impacting the operation and agree the proper course of action accordingly.

Directly or indirectly manages:

Indirectly manage a team of Site Operations Coordinators & Quality Assurance Analysts working from the Digital Operations Centre in Mumbai
Indirectly manage a broad variety of teams required to ensure proper operation of online channels. (This may include both digital and nondigital teams depending on requirements)