• Experience in a fast paced sales environment driving performance to reach targets with a focus on conversion



• Significant experience in servicing customer queries in both an online & offline environment



• Experience of E-commerce merchandising best practice, with an understanding of user behaviour 



• Experience of stock management and financial procedures



• High standard of written and spoken English



• Excellent written and spoken skills in one European language is highly desirable



• Proven experience in an E-commerce role with exposure to operational element



• Experience of managing a team



• Ability to effectively coach colleagues and communicate with senior management



• Strong negotiation and communication skills



• Proven experience of a sales environment with the ability to proactively sell to an online/telephone audience



• Experience of incentivizing and motivating a sales focused team



• Understanding of E-commerce fulfilment process and how to achieve cost effective business solutions while maintaining high levels of customer satisfaction



• Customer service experience and the ability to deal with difficult customers



• Interest in technology and evolution of the web



• Multi-device experience desirable



• CMS experience desirable

The key objective and target of the roles are as follow:

Finance, Stock, Fulfilment & Warehouses

• Ensure that all financial processes associated with each financial month, quarter and year end are executed accurately and in a timely manner at Exec level



• Ensure all necessary processes are in place to ensure no stock is lost in the office, stock counts are accurate and any variances are fully investigated.



• Ensure that all VB customer data is protected in accordance with the Data Protection Act and any relevant current local legislation



• Ensure adequate stock management tools and processes are in place to enable efficient working across all online shops



• Monitor fraud, chargebacks, refused payments, etc., ensure robust anti-fraud processes are in place, reporting fraud to authorities such as Action Fraud

Customer Service

• Ensure that team responds to customer queries in line with standards set and agreed response times



• Streamline processes through developing the suite of e-mail templates and FAQ content to reduce the time spent on queries and complaints



• Co-ordinate the production and continual improvement of ‘instruction manuals’ for each shop to ensure full customer service coverage for all shops in the event of staff absence and holidays



• Explore local expectations of customer service and service provided by competitors and tailor responses accordingly minimizing losses and maximizing revenue



• Compile statistics relating to customer service performance and produce a variety of reports to analyse data and identify key areas where improvement is required



• Improve the ratio of Customer Service v Order Confirmation e-mails



• Reduce overall Customer Service levels so that Exec team can spend more time on proactive areas within job description



• Ensure that refunds are granted only where corporate T&Cs are met



• Oversee payment issues and chargeback queries, ensuring that losses are recovered as required



• Collate useful qualitative feedback from customers and share with other managers to assist in product development and adoption of improved practices



• Research and oversee introduction and trial of automated e-mail management system, collating data and performing analysis to determine whether there is sufficient return on investment and saving in time to justify adopting the service or a similar alternative



• Explore and implement sales training to enable more proactive sales of products when taking calls or on email to customers.



• Be responsible for emergency planning in relation to shop website downtime, transport strikes, attraction closure, Bank Holidays, and other external factors which impact on customers’ ability to redeem products and therefore increase Customer Service volumes

Manage online executives and daily operations

• Lead the Executive team, supporting them in achieving their own objectives to grow their shops and solving day to day problems whilst adhering to corporate competencies



• Establish clear team responsibilities, ensuring all direct reports have relevant objectives, PDPs and yearly appraisals, while working synergistically with other teams to operate as one larger Retail team



• Ensure there is sufficient language and resourcing cover for the shops and other Retail activities at all times and engage temporary staff as necessary within budget available ·



• Collate finance related data (stock levels, stock take, P&P budgets (etc)) and disseminate to team to enable the completion of related tasks



• Recruitment of staff as and when required, including internships



• To train new staff as required to ensure they are equipped to operate the shops



• Develop a robust Quality Control system for finance related tasks to ensure there is consistency and best practice applied across all shops, maximising efficiency and potential for growth