London, England, UK
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jo Malone London - Omnichannel Operations Manager

Country : United Kingdom United Kingdom

Region : London

County : Greater London

Town : London

Category : Production - Quality

Contract type : Permanent

Availability : Full time

Job description

The Omni Channel Operations Manager owns Jo Malone London's Omni Channel Operational Excellence strategy, to drive best in class consumer experience, business process efficiency & omni channel innovation & best practices Reporting to the Omni Channel Sales & Education Director with a dotted line into the Digital & Online Director, this role is responsible for 2 direct reports. Communication Ensure delivery of effective communication strategy between retail stores, field team, head office & supply chain operations teams Encourage a healthy team spirit, whilst at the same time develop respect and trust from the senior management team. Build collaborative partnerships with peers. Build effective and robust relations with Corporate Functions and other Brands, to ensure collaborative working and sharing of best practice Work collaboratively with corporate COE's in delivering key business projects Provide operational support to deliver key projects & activities activity Work closely with the Digital Director on any new Operational initiatives Responsible for the delivery of timely and accurate responses from the Retail Operations helpdesk Create and continuously review a roadmap to ensure a relevant portfolio of Operational support documents are available to the field and retails teams ahead of key activity Manage the roll out of promotional activity within stores ensuring it is timely and accurate Collaborate with National Accounts team, ensure consistency of communication and processes Consumer Experience & Omni-Channel Create a clear strategy for omni channel development and integration across all channels Collaborate with all teams to create a deliver a customer centric, Omni channel strategy to anticipate customers' needs and delight them with products and services they may not have thought of. Lead execution of new omni channel tools, features & functionality as JML UK &IR point of contact Support the digital team with new omni-channel initiatives to deliver seamless consumer journeys Analyse, review and implement processes to continuously improve and contribute to business effectiveness Ensure customer facing operational systems are relevant and have a return on investment from both consumer and business need. Create and continuously review a training needs calendar to ensure all relevant staff have the capability to fully utilize all operational systems Maintain excellent knowledge advancements within consumer experience technology in the industry A key stakeholder shaping and supporting delivery of the digital development roadmap Market awareness of relevant omnichannel developments and best practice Projects Project manage store openings, closures and refurbishments to ensure Retail Operations are efficiently delivered within the new concepts and layouts Project Manage key brand activations such as Christmas across all functions. Work with Brand departments and corporate functions to roll out projects appropriate to the stores Analyse and report on the effectiveness of projects to key stakeholders Collaborate with Property departments to manage maintenance works within stores and ensure completion to a high standard within budget Drive updates and efficiencies in technology updates and enhancements Distribution Planning Attainment and onboarding of new omni channel distribution, platforms and initiatives Work closely with leadership team to support UK & IRE new distribution strategy Lead end to end new (digital & physical) distribution set up projects Identify new account openings and refurbishment opportunities and agree programme with retailer / internal depts Negotiate space, location, stock and staffing with retailer and / or corporate Objectively analyse customer flow, location and access in a particular store to identify the best site for the brand Be involved with design evolution working closely with Creative Director and Store Design team Ensure business protection plan is in existence for any doors that may be impacted by a new door Work with the relevant Field, Marketing and Visual teams to successfully launch new doors Delivering Operational Excellence A key driver in delivery and evolution of all virtual selling channels Warehouse operations - Quick wrap/ pre-pack etc & last mile partner portfolio management Develop and deliver operational recommendations to ensure all physical & online doors are equipped to deliver world class customer experience Set up & continuously evolve best in class processes in collaboration with all stakeholders to ensure operational efficiency Ensure that all set policies and procedures are in place and rigorously enforced Manage store bonus and commissions process Ensure Health and Safety and Security procedures are implemented and appropriate follow up is maintained Manage the relationship of the cleaning supplier to ensure best practice is being applied consistently, policies are followed and appropriate follow up is taken Build effective relationships with retail partners, shopping centers and landlords to ensure effective management Manage Collateral Forecasting & Budget Work with Master Data to keep the collateral self-service system up to date, adding all new collateral pieces and removing old pieces to allow boutiques to order available collateral Support our focus on inventory waste and input usage plans for tackling excess collateral Team & Leadership Lead & inspire a high performing team Mentor the next generation of Managers Build strong collaborative working relationships with peers Influence, inspire & support the wider UK&IRE team Q


Strong leadership and organisational Skills Analytical and Agile Proactive & out of the box thinking Strong Project Management Experience Retail Store Management background with recent corporate experience is essential for this opportunity Operations at a management level, driving the customer experience (roles such as Head or Retail Operations, Retail Operations Manager, National Operations Manager) Omni Channel operations experience essential Analytical / Insights experience Branch Merchandising or Space Planning experience
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