Retail Online Operations Manager, Harrods

Retail Online Operations Manager, Harrods We Are OneAt Kurt Geiger we celebrate individuality, believing our differences make us more powerful as a collective.Diversity, equality and inclusion are at the core of who we are and we strive to reflect this in every corner of our company culture, starting with the promotion of equal opportunities.We are committed to creating an inclusive workplace where everyone is granted the opportunity to thrive as their authentic self.To support the efficiency of the ecommerce department through managing effective back of house operations for the Ladies, Mens and Kids departments.Reporting to the Divisional Operations manager, you will also be involved in the supervision of junior managers across all departments.Direct reports - Ecommerce/ admin assistantsOperationsResponsible for overseeing the online pick process - from training to daily completion.Direct/Main contact for all communication between KG and Host store.Support to your direct reports, working closely with your team to ensure daily operational tasks are met.Management of all Styling/Editorial/Marketing photo-shoot loans and returns.Audit of stock on loan once a month, twice a month before stock take.Daily communication with KG digital team and Host store regarding any Discrepancies/Issues/General queries.Daily review of thresholds.Collate EOD reports and summarize weekly totals/performance and communicate at director level.Assist and lead Bi-weekly meetings with host store to discuss performance.Ensure accuracy across all platforms of stock movement within stock on loan branchesTake ownership and support with stock loss prevention and Stock take preparation.Responsible for ensuring all returns are accepted and recorded properly - liaising with Customer service and Click and collect teams.Handling all loaned product that are returned in a non-saleable condition, charging the relevant department for the damage.Raising invoices for damaged product, main communication bridge between Finance and Host store.Weekly DutiesPayroll - Ensuring all staff hours are inputted through EZLM on a weekly basis and all payroll time cards are up to date.Manage productivity report and ensure this is sent out to relevant managers for all departments (Mens / Ladies / Kids)Manage / collate core hours report for all departments and communicate the relevant managersCompletion of Staff reviewsNote taking / Disciplinary proceduresAd - HocCCE and Peak temp organisation and planning for your departmentNote taking / Disciplinary proceduresOversee the international dispatch process.PeopleLead and coach your team or direct reports, managing both good and poor performance using training and development tools in order to support succession plans. Working towards achieving outstanding abandonment targets of under 2% cancelations.Communicate KPI's to direct reports and manage on an on-going basis, through performance reviews and regular evaluation and feedback.Demonstrate effective leadership and strong Host Store relationships.Model the company competencies, values and beliefs in order to demonstrate the Kurt Geiger culture to customers, management and employees.Developing and rolling out proceduresSupport/ Direction in handling RTW proceduresManage T+A for your department and escalating any problems to HR/ payroll departmentRota completion, managing staff annual leave efficientlyCompletion of quarterly staff reviewsBehavioursDemonstrate a commercial mind set and outlook to stay responsive to all operational needs.Always available to both customers and team - managing their expectations.Suggest ideas of ways to improve certain procedures.Actively drive own development by seeking new learning opportunitiesDemonstrate a passion for product.Collaborate and Support Change.Role model DNAEngage with team and consistently role model Communicate in a compelling, confident and detailed way with customers, team, peers and managersSecurity / GDPR ComplianceEnsure all procedures are strictly followed and any issues addressed immediately working closely with Host store and Head Office when necessaryResponsible for all customer details held in store ensuring GDPR requirements are metKPI'sAbandonment target of 2% across all depts.Online refunds - logged and processed with weekly reconciliation.Stock on loan totals - agreed limits / turnaround timeStock Take accuracy (719 / 099) - 0.3% targetLabour turnoverCompetitive basic hourly rateAmazing employee discountsFabulous shoes!If you're successful, you will work for a business which recognises that amazing people are the key to driving our business forward and fulfil our vision of being the world's leading multi-channel retailer of luxury branded shoes and accessories. We are a fast-paced business where no two days are the same, so you will need to be adaptable; but we will reward your hard-work, commitment and loyalty with a fantastic benefits package and very real opportunities for progressionWe Are OneFor Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | Against Racism
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