Evergreen Role - Operations Manager (e-Commerce Industry)

Job Type

An Evergreen Role is an advertisement for positions that are hired for throughout the year. It is a way for Brightermonday Kenya to build a database of qualified, interested individuals for a particular job function so that when there is a need to fill that type of role, the hiring process will be faster. By applying to an Evergreen Role, you are expressing your interest in a particular job function.

In addition to submitting your resume to an Evergreen Role, we encourage you to create a job profile and a job alert to be notified when positions in your areas of interest become available.

About the Role

The Operations Manager will oversee the company's eCommerce operations, ensuring a seamless and positive customer purchasing experience. That involves streamlining processes, optimizing order fulfillment, and enhancing the customer journey in the ever-evolving world of online retail.

Responsibilities

Develop and execute strategies to improve customer service throughout the eCommerce journey.

Monitor sales performance and track key metrics, analyzing data to identify areas for improvement and implement necessary changes.

Implement efficient processes and procedures to ensure timely and accurate order fulfillment.

Utilize customer data analysis to identify patterns, preferences, and pain points and make data-driven decisions.

Manage customer inquiries, complaints, and feedback promptly and effectively.

Monitor and evaluate the performance of promotional campaigns, making adjustments as needed to maximize their effectiveness.

Stay updated with industry trends, technologies, and best practices in eCommerce operations, implementing relevant strategies to increase revenue and profitability.

Collaborate with other departments, including marketing, supply chain, and customer support to ensure seamless integration across all functions.

Track and analyze inventory levels, ensuring optimal stock availability and minimizing stock-outs or excess inventory.

Manage customer accounts and provide support, addressing issues or concerns to maintain high customer satisfaction.

Develop and implement strategies to reduce costs, improve operational efficiency, and streamline processes.

Requirements

Key Qualifications

Bachelor's degree in Business, Marketing, or a related field.

Minimum of 5 years of experience in eCommerce operations management.

Strong knowledge of eCommerce platforms, technologies, and industry best practices.

Excellent organizational and communication skills.

Proven experience in developing and implementing plans to improve the customer experience.

Ability to work collaboratively and effectively with cross-functional teams.

Proficiency in customer data analysis and business intelligence tools.

Analytical and problem-solving mindset, with the ability to make data-driven decisions.

Adaptable and flexible, navigating and thriving in a dynamic eCommerce landscape.

Results-oriented, with a focus on achieving and exceeding targets.

Excellent interpersonal and communication skills to effectively collaborate with stakeholders at all levels.

Self-motivated and organized, with strong attention to detail and the ability to prioritize tasks effectively.