Head of Trading

Role Purpose:

Leading an operational support function to deliver a high quality and efficient support & analyst service to the Multichannel team responsible for running insight and analysis to drive commercial decision making and also managing a robust and scalable operating model, improving systems, controls and processes where necessary to support a GBP300m+ online business

Key Responsibilities:

Insight & Optimisation

• Lead the Multichannel Insight and Optimisation team to drive commercial decision making across the Multichannel directorate but specifically focused on improving trading.
• Working closely with Trading teams to ensure data is driving their commercial decision making process through use of analytics, surveys, ratings & reviews and other forms of customer feedback.
• Working closely with UX & Online Production teams to ensure we are optimising the customer journey through A/B & MVT testing, managing onsite search and our recommendations engines.
• Responsible for an Insight and Optimisation Strategy with a transparent roadmap of prioritised deliverables.
• Run a detailed MVT programme to recommend functional changes with prioritised business cases.

Operations

• Lead the Multi-Channel operational support team to provide a high quality, efficient support service to the Multichannel team, delivering within agreed SLA's and to agreed budgets
• Manage the day-to-day operational support relationship with our IS partner.
• Work closely with the IT Service Delivery, Support, Infrastructure and Development teams to ensure a seamless and high quality service is supplied both internally to the Multi-Channel team and externally to our digital customers
• Maintain and develop an operating model that scales to business needs efficiently and effectively operates within commercial parameters, ensures continuous high level of service and experience for our customers
• Ensure all Multi Channel systems and processes are thoroughly documented, and drive the continuous improvement of these processes to optimise service levels and minimise cost
• Manage and optimise a set of SLAs, with key suppliers and mould these into a single, unified service delivered to the Multi-Channel team

General

• Effectively manage and negotiate with 3rd parties for the provision of services that either replace or supplement internal resources
• Work closely with the Multi-Channel team to understand current issues and ongoing requirements
• Direct and influence senior management on key operational areas to drive efficiencies within the Multichannel operating & functional model
• Manage and develop the team, providing direction and support for personal development.
• Provide operational knowledge, practical support & analysis reports for Multichannel projects

Management Responsibilities:

• Recruits, trains and retains a high calibre team
• Inspires and motivates their team to deliver consistent customer service and KPI achievement, coaching them to maximise potential and improve skills
• Sets and reviews key objectives, monitoring the performance and progress of individuals, and initiating appropriate steps to drive or celebrate improvements
• Manages relationships through effective planning, organisation and communication
• Keeps fully informed of developments in their business to maximise results, and instils commercial acumen among their team

Skills and Experience Required:

• Extensive operations support experience, gained within a high profile successful corporate environment.
• Extensive experience of data reporting & analytics solutions.
• Senior, strategic experience of management, and leadership and driving change/ optimisation in a complex enterprise (GBP500m+ turnover), preferably in a high-growth unit/ environment
• Experience of managing large cross-functional projects
• Extensive experience of enterprise-scale ecommerce operations
• Excellent written and verbal communication and presentation skills
• Good appreciation of financial management and budget control
• Good understanding of the operational issues and how to optimise/reduce costs
• Ability to think strategically but also to operate & implement tactically
• Pragmatic about method, but highly delivery-oriented
• Deal effectively with change and changing priorities
• Experience of managing and optimising key areas of operational infrastructure or logistics

Key Behaviours Required:

• Is proactive in planning to achieve targets and objectives which deliver profitable outcomes
• Continuously and proactively improves the quality of service we deliver to all our customers, external, internal and business partners
• Willingly takes the initiative and consistently does more than is required.
• Respects individual's views and positively contributes to a learning environment in which individuals are supported and encouraged to excel
• Continually asks what more could it be and inspires others to do likewise
• Behaving consistently and with integrity at all times, realising everyone's potential to get the best possible result and live the values
• Provides vision and clear direction to inspire individuals and engages the team to deliver excellence

If you think you have the right skills and experience to be considered for this position, then please click apply below!