Senior Operations Manager - Customer & Commercial

Senior Operations Manager - Customer & Commercial
Currys London Campus at Waterloo (LHO002)
Permanent
Full Time
Grade 5

At Currys we're united by one passion: to help everyone enjoy amazing technology. As the UK's best-known retailer of tech, we're proud of the service our customers receive - and it's all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

As a member of the New Business Senior Team, you'll deliver a seamless end to end customer experience for all products, customer solutions & services across the squad. You will manage your team in their design of the operating model for all New Business areas, so we make it easy to shop for our customers. Working collaboratively across all channels and functions within the business and 3rd party partners/vendors you will lead and implement the agile design of processes, and flexible ways of working. You will ensure service levels and measurement is monitored to ensure our services at every customer touchpoint with a continuous improvement culture in place to ensure we are always getting better.

You will encourage a culture of growth, innovation, and continuous improvement through a diverse & inclusive team. Developing the skills and progressions of your team to empower them to find career paths and development opportunities to be their best. To also ensure you create colleagues who are a fully capable and committed team and understand their role and how it delivers the company vision 'we help everyone enjoy amazing technology'.

Key Responsibilities:

-Manage an operations team to work with cross functional experts to align processes and create ways of working to deliver a seamless end to end customer experience. This includes our Service Operations and Contact Centre teams
-Responsibility for ensuring we have in place supplier contracts arrangements and service levels for returns and customer escalations post purchase working with Services Operations & Contact Centre
-Interface with Channel Operations teams to ensure all New Business squad processes, stock loss solutions etc. are functioning, fit for purpose and maximizing profitability
-Owns the measurement of the customer experience including commercial, CSAT and compliance
-Manage 3rd party vendor relationships and operationalize new products & services contracts
-Support the Senior Buyers/Managers to effect changes within the Operating model as they introduce new products & services and onboard new vendors
-Ownership and resolution of all pain points across the end to end operating model ensuing they are seamless and fit for purpose
-Collaborate and manage with Transformation office to implement technical changes that improve the above processes

You will need:

-Previous retail operational performance management experience
-High level of experience in mapping, implementing & improving end to end processes
-Previous experience of improving customer experience end to end
-Technical knowhow to understand system functionality and improve linked processes
-Operational experience for dropship or eCommerce
-Strong judgment and decision-making skills to enable the right initiatives for the squad
-Excellent numerical and analytical skills to review data and provide recommendations/actions plans to improve the customer experience, sales and EBIT
-Programme Lead & Management experience
-Strong relationship skills to manage all 3rd Party partners at differing levels of seniority
-Experience in reviewing, agreeing & managing 3rd party client and vendor service level contracts
-Excellent level of influencing and successful experience of managing through a matrix
-Successful experience of cross-functional working across categories and functions
-High commercial awareness and appreciation of customer needs
-Strong experience of leading team through change, often conflicting KPIs and changes in prioritization
-Ability to simplify complexity and refine processes to reduce friction, time & cost
-A high level of enthusiasm, initiative, pragmatism and resilience is needed - the ability to flex workload and operate sometimes within a level of ambiguity

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

-25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
-Private Medical Insurance
-Life Assurance
-Fantastic colleague discounts on Tech with Currys and iD Mobile
-Access to Champion Health (Wellbeing App)
-Hybrid working (with an expectation to meet in person 2-4 times per month)

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we're in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application Apply careerscurrys and we'll do our best to help.

Previous retail operational performance management experience
-High level of experience in mapping, implementing & improving end to end processes
-Previous experience of improving customer experience end to end
-Technical knowhow to understand system functionality and improve linked processes
-Operational experience for dropship or eCommerce
-Strong judgment and decision-making skills to enable the right initiatives for the squad
-Excellent numerical and analytical skills to review data and provide recommendations/actions plans to improve the customer experience, sales and EBIT
-Programme Lead & Management experience
-Strong relationship skills to manage all 3rd Party partners at differing levels of seniority
-Experience in reviewing, agreeing & managing 3rd party client and vendor service level contracts
-Excellent level of influencing and successful experience of managing through a matrix
-Successful experience of cross-functional working across categories and functions
-High commercial awareness and appreciation of customer needs
-Strong experience of leading team through change, often conflicting KPIs and changes in prioritization
-Ability to simplify complexity and refine processes to reduce friction, time & cost
-A high level of enthusiasm, initiative, pragmatism and resilience is needed - the ability to flex workload and operate sometimes within a level of ambiguity

At Currys we're united by one passion: to help everyone enjoy amazing technology. As the UK's best-known retailer of tech, we're proud of the service our customers receive - and it's all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

As a member of the New Business Senior Team, you'll deliver a seamless end to end customer experience for all products, customer solutions & services across the squad. You will manage your team in their design of the operating model for all New Business areas, so we make it easy to shop for our customers. Working collaboratively across all channels and functions within the business and 3rd party partners/vendors you will lead and implement the agile design of processes, and flexible ways of working. You will ensure service levels and measurement is monitored to ensure our services at every customer touchpoint with a continuous improvement culture in place to ensure we are always getting better.

You will encourage a culture of growth, innovation, and continuous improvement through a diverse & inclusive team. Developing the skills and progressions of your team to empower them to find career paths and development opportunities to be their best. To also ensure you create colleagues who are a fully capable and committed team and understand their role and how it delivers the company vision 'we help everyone enjoy amazing technology'.

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

-25 days of annual leave (plus bank holiday entitlement) and a competitive pension scheme
-Private Medical Insurance
-Life Assurance
-Fantastic colleague discounts on Tech with Currys and iD Mobile
-Access to Champion Health (Wellbeing App)
-Hybrid working (with an expectation to meet in person 2-4 times per month)

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we're in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application Apply careerscurrys and we'll do our best to help.