Digital Operations Lead

About Matalan

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

About the role

An exciting new role has been created for an Online Operations Lead to join the Matalan Ecommerce team. This role provides a real opportunity to innovate and improve one of the fastest growing areas of the Matalan business. This role is uniquely positioned to span both the strategic and operational elements of the Ecommerce department, taking accountability from conception to delivery and beyond. This role will support the online director, trading and platform teams across a range of initiatives with enhancements and a focus on costs.

Key Responsibilities

1. Collaborate with cross-functional teams such as Marketing, IT, Transformation, Logistics and Customer Services to ensure seamless online operations aligned to company goals.
2. Supporting with the generation and enhancements of internal reporting related to online sales performance, key financial metrics and stock positions.
3. Chair Executive updates providing clarity on the here and now, leading initiatives for areas of improvement across all areas of online operations.
4. Take accountability for revenue generation across a range of ecommerce initiatives such as proposition enhancements through our Matalan Me loyalty programme for increased customer acquisition and retention.
5. Scale and lead an online operations team focussed on the Matalan customer to ensure we are always adding customer value. You will provide guidance, mentorship and professional development to the team.
6. Work closely with Commercial Finance to generate a view of existing costs and generating forecasting models to understand the impact of changes.
7. Be known as a key conduit between the store teams and ecommerce to drive a truly omnichannel experience for Matalan customers including expansion of the Click & Collect, Returns, Store Fulfilment Services and the end-to-end omni-impact of any new online enhancements.
8. Identify and address potential risks related to online operations such as legal compliance, data privacy and fraud. Recommend and implement changes to effectively manage these risks.
9. Working alongside Online Trading teams to support the development of the budgeting and forecasting process including all operational impacts and day to day support.

About You

1. Be comfortable gathering and interpreting data to make informed decisions.
2. Be passionate about both finding efficiencies and broader customer experience to ensure both are balanced whilst driving maximum business value.
3. Have an analytical mindset, with an ability to interpret and drive conclusions from the information presented.
4. Hold a strong commercial awareness and will understand the financial impacts of changes.
5. Have strong knowledge of Ecommerce broadly and specifically the operations which used to effectively operate the department.
6. Be comfortable communicating and influencing across a range of stakeholders at all levels.
7. Have exceptional team management skills with the ability to motivate and inspire.
8. Hold an interest in Ecommerce and online marketing strategies, keeping a view on the wider sector and being aware of wider industry changes.
9. Have a strong customer focus and be passionate about delighting Matalan customers.

Benefits

In addition to competitive salaries, we also offer the below core benefits:

1. 20% staff discount, which increases with length of service.
2. Thrive Recognition Scheme.
3. Wellbeing support provided by the Retail Trust.
4. Life Assurance.
5. Retail Rewards platform offering discounts for other retailers.
6. Pension Scheme.
7. Access to a wide range of career development.
8. Additional benefits may apply depending on your role and area of the business.