Product Manager

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Key Responsibilities:

Fulfilment:

1. Lead the E-Shop Fulfilment department from the store, driving and motivating the team to reach key deliverables of the role.
2. Deliver high levels of productivity through effective engagement and respond to Peak trading periods with dedication and professionalism.
3. Impact stock integrity positively by ensuring the correct processes are followed consistently and minimise stock inaccuracies through meticulous attention to detail.
4. Responsible for shared stock integrity.
5. Work cross departmentally with key functions (Concierge, Warehouse, Stock Control, E-Shop Customer Service) to ensure an efficient shared stock flow.
6. Ensuring all fulfilment KPI's and SLA's are met to the required standard.
7. Act as the lead on shared stock processes, reviewing current ways of working and identifying opportunities to streamline/improve.
8. Be the expert, go to for shared stock focused systems including FF Storm, Shopify, Retail Pro & DHL Commerce.
9. Responsible for daily and monthly departmental reporting.
10. Pick and pack customer orders daily, ensuring Quality Control checks are carried out prior to fulfilment.
11. Ensure brand packing guidelines are followed by the team.
12. Collate and manage packaging usage, ensuring supply is fully stocked and order replenishment.
13. WH Forecasting.
14. Monitor and work to improve dispatch (WH+ Shared) KPIs (dispatch time, % non-ships % inc. shipments, returns processing time).

Customer Service:

1. Manage an Ecommerce Customer Service Advisors to provide a seamless and personalised customer experience across all DSM London customer care channels including email, Gorgias, phone, Trust Pilot, live chat and social media channels.
2. Understand and implement a clear tone of voice and customer service strategy.
3. Analyze customer enquiries and propose operational improvements and new templates.
4. Set KPI's and objectives for the team and deadlines to ensure customer service is running smoothly.
5. Explore innovative ways to improve and grow the Customer Service team globally and augment the customer journey.
6. Manage escalated customer tickets, providing appropriate and personalised responses to resolve any issues.
7. CS team: Rota, recruitment, systems training.
8. Admin of the Gorgias platform.

Profile:

1. Process driven, proactive and reactive problem solver.
2. Customer service centric and a team player.
3. Able to multitask effectively and meticulous attention to detail.
4. Experienced with working to targets and KPI thresholds.
5. A strong communicator both verbally and written.
6. Flexible and can adapt to a changing environment.