Operations Team Lead at Alan & Grant

Location: Port Harcourt - Rivers
Industry: Hospitality

Job Summary

• The E-commerce Operations Team leader will report to the E-commerce Operations Manager, and will support key administrative and services related activities, and interface across multiple departments.
• He/she will assist the manager in the planning, directing, and coordination of e-commerce support services, and will play a key role towards the growth of the department.

Roles & Responsibilities

• Work with the Operations manager on issues relating to accounts, budgets, and expenditure
• Help manager plan, schedule, and promote office events, including meetings, conferences, interviews, orientations, and training sessions
• Support new staff training efforts on operating the e-commerce platforms
• Ensure prompt and optimal performance by delivery companies, work with the marketing team to optimize websites and other advert platforms
• Help the Operations Manager identify and explore new customer groups also help the Operations Manager ensure products listed in all outlets maintain consistency of offering
• Collate finance related data and disseminate to team to enable the completion of related tasks
• Maintain a safe and secure work environment and develop personnel growth opportunities
• Supervise team and ensure they respond to customer queries in line with standards set and agreed response times,  Help manager drive continuous improvement to customer service experience
• Manage direct report performance, coach, develop policies, and enforce consequence management, policies, and procedures
• Maintain a safe and secure work environment and develop personnel growth opportunities
• Supervise operations of third-party vendors
• Support team efforts to drive business impact wherever possible
• Support the deployment of stock management tools and processes
• Track and report fraudulent activities to line management
• Support execution of operations and financial processes
• Liaise with outlet CMOs and collate all LC data
• Help manager improve ratio of customer service vs order confirmation emails
• Supervise team and ensure they respond to customer queries in line with standards set and agreed response times
• Help manager drive continuous improvement to customer service experience
• Compile statistics relating to customer service performance, analyse data, identify key improvement areas, and generate required reports
• Support special projects and track progress. Supervise special projects, organize and coordinate data sharing, plan, and schedule meetings, and monitor results
• Improve program and service quality, devise new applications; update procedure and evaluate.

Requirements

• Candidates with a Bachelor's degree in Business Administration or related fields with a minimum of Second Class Upper
• Advanced degrees such as a Master’s degree is highly desired and provides additional advantage
• 4+ years of work experience, with experience in a similar position, tracking budget expenses, supervising e-commerce operations, engaging multiple stakeholders, supervising processes, coaching and mentoring, and promoting process improvement
• Prior experience, and proven track record of training and motivating e-commerce teams
• Excellent oral and written communication, time management, leadership and employee development skills working in a matrix reporting environment
• Exceptional database management skills, with a strong background in all Microsoft Office programs: Word, Excel, PowerPoint and Outlook for business communications
• Vendor management experience, and project and program management experience