eCommerce Service Delivery Manager

Hancocks is one of the UK's Leading confectionery suppliers, our ranges include a large range of branded chocolates, American novelty sweets and wholesale pick and mix. Hancocks is part of the The IB Group incorporating Hancocks, Bonds of London, Bobbys Foods and World of Sweets. We're passionate about meeting our customers' needs and working as a team to grow our business. So, if you're looking for an opportunity to make an impact in an ambitious company that's built its way up from humble beginnings, you could be the person we're looking for. We currently have an exciting opportunity for someone to join out eCommerce team as eCommerce Service Delivery Manager. You will be joining a rapidly growing part of our business working with a team who put the customer at the heart of what they do. We have multiple eCommerce propositions with differing service levels and offerings. The role will be responsible for driving ecommerce operations, working hand in hand with various stakeholders across our customer service teams and supply chain teams to ensure operational excellence. Our Supply Chain fulfilment site is based in Worksop, our central customer service team in Nottinghamshire and our head office in Loughborough so we are looking for someone who is midlands based and is willing to spend time across all three sites as and when needed with Loughborough being their base along with the rest of the eCommerce team. Key Responsibilities: Owning the relationship with our customer service and logistics teams. Working with the internal teams to provide support on day-to-day operational issues like delivery delays, lost and missing orders, failed payments. Be the subject matter expert on our eCommerce platform, systems, and tools, working to support cross-functional teams, and advise on process. Identifying, collecting, and recognising operational inefficiencies with our internal teams and working on collaborative plans to resolve Engaging in the resolution of any major incidents to ensure senior business stakeholders are properly informed ensuring root cause analysis is completed in a timely manner. Identifying issues and risks relating to products which are not driven by product data. Supporting the eCommerce Key Account Manager to ensure a seamless customer experience for our VIP customers. Housekeeping of core systems data ensuring the correct actions are recorded against relevant order and customer records. Owning and further developing eCommerce operational metrics and KPI's and being able report and act on review of the insight. Constantly seeking out new opportunities to further enhance our service offering Ensuring consistent conformance to operating procedures but the with flexibility to evolve process with clear documentation on change. Working with the supply chain teams to maximise efficiency and stock availability. Supporting Digital trading and UX teams with other business activities to support the needs of the business where required. We need someone who loves juggling multiple priorities or projects, whilst building excellent relationships across various teams all whilst striving to improve our service. You will continually be able to balance commercial vs customer service decisions well and be comfortable working under pressure. It goes without saying you should have excellent communication, IT and systems experience eg. Excel and other eCommerce systems. This is a pivotal role within our organisation, reporting into our eCommerce Director. If this challenge sounds more like an opportunity to you and after reading this feel excited, then this could be the role for you This job was originally posted as

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