Head of eCommerce: Operations and Optimisation
The Foschini Group
Cape Town North
6d ago

Position Description :

HEAD OF eCOMMERCE : OPERATIONS AND OPTIMISATION

We are looking to add great new talent to our eCommerce team. Reporting to the Head of Business : Group Marketing and eCommerce, this exciting portfolio will be responsible for driving profitable revenue via our retail brands’ eCommerce platforms.

The successful incumbent would provide the team with clear guidance for the on-going operational optimisation and enhancements relating to the retail brands’ eCommerce sites as well as driving the implementation of best practices.

With a vision to be the leading fashion lifestyle retailer in Africa whilst growing it’s international footprint (with brands in Europe and Australia) The Foschini Group (TFG) consists of 28 stylish retail brands, 10 service divisions, over 4,000 stores, 27, 000 employees, 12.

4 million customers and more than R28 billion in annual turnover!

Key performance areas :

  • Responsible for driving the agreed eCommerce revenue and profit targets for each retail site
  • Develop business requirements and prioritise enhancements from a customer-benefits perspective through all operational areas, including IT, fulfilment, customer service, SEO and creative studios
  • Collaborate, inform and engage with each TFG retail brand to ensure the success of eCommerce through-out the life cycle including providing expertise, guidance and support to the various brands
  • Manage best practice forums with the relevant stakeholders incl. the Omni community, Online Trading Managers and Omni merchants
  • Responsible for the management and enhancements of both the Creative Design and Photographic Studios
  • Champion eCommerce customer experience (CX) research, analysis and best practice
  • Drive customer obsession through the eCommerce business, scope, implementation and management of the customer feedback channels and reviews data including activating recommendations based on insights
  • Drive customer analytics, reporting / research opportunities and leverage data insights throughout the business
  • Manage the team providing SEO, UX, paid and reporting expertise and ensure key stakeholder relationships are managed and maintained
  • Maintain the partnership with the Omni systems team, as well as manage all business priorities within the expected agreed timelines whilst working within the Agile framework
  • Responsible for managing and resolving escalations relating to the eCommerce business operational issues, including customer care and fulfilment as well as any technical priority issues
  • Attend relevant eCommerce project and status meetings including reviews / sprints to ensure delivery on time and within the requirements of the business.
  • Ideally you will have :

  • A relevant Degree
  • A minimum of 12 years relevant Senior Leadership experience
  • Proven experience in a similar eCommerce role
  • A good track record relating to the management of complex projects and vendor relations
  • A good understanding of budgeting and financial forecasting principles
  • The ideal candidate should be :

  • Excellent team leader, ability to develop positive and lasting relationships with internal and external stakeholders
  • Passionate about delivering results and demonstrating customer centric thinking
  • A self-starter with a high level of productivity and sense of ownership
  • A high level of detail and excellent follow through to achieve project and SLA delivery for the department
  • Ability to influence and communicate across the organisation at all levels
  • The ability to establish and maintain a high level of credibility and trust with all stakeholders
  • Strong ability to understand concepts and manage complexity
  • Strong analytical and problem solving skills
  • Strong understanding of SEO
  • Ability to learn quickly and apply knowledge to new situations
  • Works well under pressure and makes informed decisions
  • Great knowledge of the relevant industry and emerging trends
  • PREFERENCE WILL BE GIVEN, BUT NOT LIMITED TO, CANDIDATES FROM DESIGNATED GROUPS IN TERMS OF THE EMPLOYMENT EQUITY ACT.

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