E-commerce Operations Manager in South Africa

  • South Africa
  • 2021-07-29
  • Report

The Operations Manager will be responsible for Payment, Fulfillment, and Customer Service. Primary responsibilities will include payment-related tasks like risk management, payment portfolio development, and payment monitoring, as well as maintenance of smooth fulfillment processes and the development of new logistics services.

Objectives
- Manage payment and logistics processes and develop expertise regarding the connection between different payment types & delivery concepts, their impact on user experience as well as possibly affected risks.
- Work with the 3rd Party Payment and Logistics Providers to ensure superior operations and satisfying customer experience.
- Proactively monitor the performance of payment methods and run analytics to discover irregularities or needs for different markets.
- Proactively review existing work structures, processes, and service providers to ensure an efficient, resilient and scalable system landscape.
- Run regular risk management reports and develop measures to prohibit fraudulent orders and cash loss.
- Liaise with Warehouse and eCom Warehouse to ensure efficient logistics processes, support expansion to new markets and new delivery methods.
- Develop powerful reporting to monitor outbound and inbound Warehouse Operations performance and find potential room for improvement.
- Provide forecasts for demand planning of orders, replenishment, and return behavior in order to guarantee effective resource planning of the Service Providers.
- Ensure a smooth order flow through all operations systems and interfaces - from order placement to fulfillment in the eCom warehouse - to keep the delivery promise to the customer.
- Manage Testing of new features and changes of the webshops, on multiple devices and web browsers - providing outlined test scenarios and detailed feedback.
- Lead the implementation of new eCom systems and processes from the definition of business requirements to the successful rollout.
- Handle 2nd level customer complaints/concerns professionally with good communication skills. Liaise with all necessary internal and external parties to find satisfactory solutions in a timely and efficient manner.

Qualification & Functional Competencies
Education
- Bachelor’s degree in Supply Chain Management / Logistics or similar.

Experience
- 2-3 years of eCommerce experience.
- Proven experience in managing cross-functional projects.
- Proficiency in Microsoft Office products, Microsoft Excel is essential.
- Ability to effectively prioritize various tasks in a fast-paced environment
- Experience in coordinating internal and external service providers
- Profound analytical skills and ability to work with details
- Willingness to take own initiatives and work independently on assigned tasks with little guidance as well as accept direction on given assignments
- Strong written and verbal communication skills

Organizational Relationships
Internal
- Global and regional eCommerce teams
- Global and regional Retail teams
- Global and regional eCommerce teams
- Finance & Accounting team
- Logistics and operations team
- Merchandising team

External
- Third-Party Logistics
- Payment Provider
- Customer Service Provider
- Web Development Service provider

Salary: Negotiable   

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