Our client a rapidly growing global consumer brand that is building their D2C business is now hiring a Web Operations Manager to oversee the customer support and technical aspects of their e-commerce platform. The ideal candidate will be customer-focused, possess strong organisational and technical skills, and fulfil an essential role in ensuring the seamless operation of the website.
Responsibilities Include
• Customer Support Liaison:
• Acting as the first point of contact for escalated customer queries and issues from the support team.
• Gathering and directing feedback to relevant departments for improvements.
• Organising training sessions for the support team on products, promotions, and subscription models.
• Handling subscription-related issues, including modifications, cancellations, or payment queries.
• Reporting & Insights:
• Regularly monitoring, analysing, and reporting on-site KPIs. Monitoring the overall operational site performance and usability. E.g. outages, or scheduled job failures
• Providing insights of the revenue and customer impact to the wider D2C team as well as to developers. Implementing processes to help identify and/or reduce the risk moving forward
• Making recommendations for improvements.
• Providing insights to the Chief Marketing Officer and other stakeholders on site performance, customer impact and potential areas for improvement or opportunity.
• Technical Oversight & Site Maintenance (Salesforce Commerce Cloud):
• Collaborating with the Salesforce Commerce Cloud development team to ensure the website operates seamlessly.
• Addressing any technical issues promptly, including troubleshooting and resolving platform-specific challenges.
• Supervising the implementation of Salesforce Commerce Cloud updates and enhancements.
Requirements
Our clients looking for a proven track record in customer support and technical oversight roles within high growth e-commerce. Specific experience on Salesforce Commerce Cloud and other similar enterprise grade systems is required.
Hybrid working is available with this role. Arrangements to be discussed and are flexible
