Head of eCommerce Ops & Customer Service


Job Description


Job title: Head of eCommerce Ops & Customer Service
Responsible to: Director of e-Commerce
Department: UMUK e-Commerce
Location of work: Kings Cross / Milton Keynes

Music is Universal

It's the passionate and dedicated team at Universal Music who help make us the world's leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD and other forms of neurocognitive variation.

We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email [email protected]

The A Side: A Day in The Life

UMUK value e-Commerce as a key foundational channel to connect artists and fans. We are seeking an experienced Head of eCommerce Operations & Customer Service to oversee our end-to-end eCommerce supply chain and spearheading our customer service strategy. This is a newly created role that will be pivotal in helping to shape and deliver our future facing eCommerce growth strategy and help us achieve our goal of delivering a first-class customer experience to our fans.

Working as part of our eCommerce team and with our labels you will oversee our warehouse ops team, manage our inbound and outbound delivery processes, ensuring our partners adhere to SLAs and KPIs and overseeing buying for our owned & operated stores. You will also lead our Customer Service strategy and team and ultimately be responsible for overseeing the successful execution of high-quality service through all customer interactions across our 250 + of E-commerce stores to ensure best-in-class customer experience is executed for our artists fans.

The B Side: Skills & Experience

Role and Responsibilities

The Head of eCommerce Ops & Customer Service is responsible for:

Being a role model for operational excellence in the eComm business. You will delight our fans through continually raising the bar on product availability, customer services and delivery and returns experience.

Operations & Supply Chain
  • Lead the Operations team to develop best-in-class fulfilment operations across our eCommerce stores
  • Ensure our fulfilment partners strive to improve their service in line with agreed KPIs and SLAs and optimize the end-to-end stock supply by engaging with the customers to improve on these operational metrics
  • Develop new & existing plans for the warehouse, logistics and stock management processes
  • Identify, define, and execute requirements gathering for continuous development of our OMS technology to improve our fulfilment operations
  • Drive improvement in inventory availability and out of stocks management while increasing inventory management efficiency
  • Identify and build best practice and process improvements across our eComm business
  • Work with the eCommerce Director on appropriate cost management, controlling all 3PL (service, postage / shipping) costs
  • Drive cross-functional strategic initiatives to continuously improve customer experience. You will be expected to work backwards from fans needs to drive innovation in the delivery experience (e.g. release day delivery) and supply chain (e.g. scaling print on demand)

Customer Service

  • Be the voice of the fan in our business. Deliver and instil a customer first mindset into the Customer Service and wider UMUK teams
  • Develop the customer service strategy to deliver a great customer experience
  • Set and develop our roadmap and customer experience vision to create excellent customer experiences through email, phone, chat, and social media and deliver an omni channel approach to customer support
  • Oversee and implement our eCommerce customer service strategy, ensuring we deal with customer queries in line with UMUKs core KPIs and SLAs delivering a high level high level of customer satisfaction
  • Continuously build brand loyalty and retain customers by reducing aim to reduce difficult experiences for consumers
  • Work with UMUKs tech teams to input on our customer service technology road map that will help improve the customer experience and reduce contacts by proactively communicating the wants and needs of the customers
  • Develop successful open order tracking, management and issue resolution identifying systemic and organisational problems and creating solutions to all customer support tickets
  • Rework and develop eComm policies and terms and conditions and that deliver a positive customer experience. Develop and implement a tone of voice for our eComm brands
  • Deliver reporting to the business on CS performance including KPI's, SLAs and real time issue escalation and trends
  • Lead in creating customer service and ops processes documentation
  • Work closely with the MD & Director of eCommerce and to develop a future facing 3 year customer experience improvement plan

Qualifications and experience

  • Degree level qualification in Business and Supply Chain or related discipline with 5 years + experience within the eCommerce space
  • 5 years + experience of managing warehouse business operations and demand planning ideally in music / entertainment
  • 5 years + experience managing and leading a customer service team for an eComm brand
  • In depth understanding of technology, ecommerce and supply chain
  • Strong understanding of Product Information Management Systems (PIM), Order management systems (OMS) and Middleware
  • eCommerce stack back office experience, ideally Shopify +
  • Good understanding of Customer Service CRM tools, specifically Zendesk
  • Channel Management experience from an Ops / logistics perspective
  • Strong understanding of core eComm ops KPIs, ingestion SLAs, on time delivery metrics, net and net promoter scores
  • Demonstratable experience in project managing the implementation of a customer centric ecomm solution, that thinks of the fan and customer experience first

Essential Additional Skills

  • Strong leadership and change management skills
  • Exceptional interpersonal skills and client facing/consulting skills
  • Exceptional time management and facilitation skills
  • Strong critical thinking and problem-solving skills, using data to back up decision making
  • Proactive and extremely collaborative with other team members to deliver results
  • Flexible and adaptive; ability to quickly and calmly react to changing artist & label needs and deadlines
  • Ability to multi-task, problem solve, and execute tasks with accuracy in a high-pressure, fast-paced agile environment
  • Demonstrated experience in:
    • Leading structured and efficient requirements definition sessions
    • Expert writing skills of requirements and technical documentation
    • Business process diagramming
    • Executing deliverables efficiently and on-time
    • Self-management to meet project goals and deliverables
    • Presentation skills
  • People management skills
  • Working well in team environment - but can work alone when required

Bonus Tracks: Your Benefits

  • Group Personal Pension Scheme (between 3% and 9%)
  • Private Medical Insurance
  • 25 paid days of annual leave
  • Interest Free Season Ticket Loan available
  • Holiday Purchase scheme
  • Dental and Travel Insurance options
  • Cycle to Work Scheme
  • Salary Sacrifice Cars
  • Subsidised Gym Membership
  • Employee Discounts (Reward Gateway)

Just So You Know...

The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statement.


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