Omni-Channel Operations Manager

Manpower (Employment agency - certificate number 412) is the world leader in HR with 70 years of tradition. Currently, on behalf of our Client, we are looking for candidates to fill in the vacant position of:

Omni-Channel Operations Manager
Miejsce pracy: Warszawa | Numer ref.: OCO/076/EUR

Company offers:

  • Company car, phone, computer
  • Performance-based annual bonus
  • Discounts for our products
  • Experience working in a fast-growing, innovative international company with strong
    support from the headquarter
  • Great managerial level position within a team of motivated professionals
  • Opportunity to take full responsibility for business development in Poland together with Managers from the headquarter

Requirements:

  • Native Polish speaker with fluent English language skills
  • Work experience - a minimum of 3 years of retail leadership experience
  • Financial and business acumen: evaluate financial and business indicators and translate data into actionable information to drive results
  • Customer service focus: place great emphasis on creating the highest customer satisfaction by ensuring the highest value of service is always provided and by delivering on commitments to the customer
  • Process management: take a systematic approach in contributing to making the company’s workflow more effective, efficient, and capable of adapting to an ever-changing environment
  • Drive results: motivate individuals to achieve and exceed goals by establishing accountabilities, clarifying performance expectations, agreeing to high standards and measures, monitor and review performance, and provide timely and relevant feedback
  • Team building: enable and encourage group members to work together to complete tasks and accomplish goals that individual members could not accomplish alone

Responsibilities:

  • Ensure the team is trained and knowledgeable to drive sales, operations, and a positive customer experience
  • Show great sales example on the shop floor on the daily basis
  • Take an active role in the team’s development by assessing performance and providing timely coaching and feedback - lead by example
  • Assume all responsibility and accountability for retail and e-commerce operations by effectively managing and delegating the tasks to team members
  • Ensure e-commerce traffic is managed in a timely manner (phone calls, requests, customer orders)
  • Analyze daily, weekly, and monthly omni-channel sales, profit, customer satisfaction score and suggest improvements
  • Achieve the store’s financial performance goals in the areas of productivity, profitability, and sales
  • Maintain a strong leadership presence in the store to foster an environment and culture that builds relationships with the local community
  • Ensure the sales team is implementing the brand tone of voice and is delivering a consistent and trusted brand experience at every single touchpoint on the customer journey
  • Ensure more complex escalated customer service issues are resolved

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