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Operations Manager - Sold With & Partnerships at Currys plc
London, United Kingdom
Job Descrption
Currys London Campus at Waterloo (LHO002)PermanentFull TimeGrade 4
At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.
As a member of the New Business Operations Team, you will review ‘as is’ current processes and ways of working across the business to develop new agile variants to support the design of the end-to-end customer experience for our Sold with & Partnerships proposition, making it easy for our customers to shop pre & post sale.
You will work collaboratively across all channels and functions within the business and 3rd party partners/vendors to implement, monitor and review service levels at every... customer touchpoint driving a continuous improvement culture to ensure we are always getting better. You will ensure the necessary contracts are in place to provide clarity on performance across key dashboard metrics and service levels are being met.
Key Responsibilities:
• Work with Operations team experts across all parts of the business to align processes and create ways of working to deliver a seamless end to end customer experience. This includes our Service Operations and Contact Centre teams
• Ensure we are monitoring supplier contracts arrangements and service levels for returns and customer escalations post purchase working with Services Operations
• Interface with Channel Operations teams to ensure Sold with & Partnerships processes, stock loss solutions etc. are functioning, fit for purpose and maximizing profitability
• Provide the weekly dashboard of measurement to examine and improve the customer experience including commercial, CSAT and compliance
• Manage 3rd party vendor relationships and operationalize new products & services contracts
• Work closely with the Senior Buyers/Managers to effect changes within the Operating model as they introduce new products & services and onboard new vendors
• Identify and present options to resolve painpoints across the end-to-end operating model ensuing they are continuously improving and fit for purpose
Required Skills & Experience:
• Previous retail operational performance management experience
• Good experience in mapping, implementing & improving end-to-end processes
• Technical knowhow to understand system functionality and improve linked processes
• Operational experience for dropship or eCommerce
• Excellent numerical and analytical skills to review data and provide recommendations/actions plans to improve the customer experience, sales and EBIT
• Good relationship skills to work with 3rd Party partners at differing levels of seniority
• Experience in reviewing & managing 3rd party client and vendor service level contracts
• Successful experience of cross-functional working across categories and functions
• Good commercial awareness and appreciation of customer needs
• Ability to simplify complexity and refine processes to reduce friction, time & cost
• Preferably educated to degree level or holds a professional qualification
• Good working knowledge of SharePoint, Teams, Excel, Word and PowerPoint as well as MS Office workflow tools
We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:
• 25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
• Private Medical Insurance
• Life Assurance
• Fantastic colleague discounts on Tech with Currys and iD Mobile
• Access to Champion Health (Wellbeing App)
• Hybrid working (with an expectation to meet in person 2-4 times per month)
Why join us:
Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.
Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.
Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help
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