Online Merchant | Sports

Job Description

• An exciting opportunity has become available within Sports for a dynamic and commercially driven Online Merchant. The successful candidate will play a key role in driving the brand's online trading performance, customer experience, and product execution across digital platforms. This role requires a highly organised individual with strong analytical, planning, and collaboration skills, as well as the ability to thrive in a fast-paced retail environment while contributing to the continued growth of the Sports brands within TFG.

Responsibilities

• Effectively manages and drives projects either identified by yourself or briefed by the business from start to finish within allocated deadlines
• Liaises with relevant internal parties to ensure product content requirements and deadlines are met
• Maintains the Omni product catalogue ensuring that all relevant product information is accurate and up to date grouping, naming, descriptions, attributes, images & websites taxonomy
• Actively monitors stock levels on the websites and in the fulfilment centres, and works with the relevant teams to ensure that stock allocations are optimised including IBTs, old & damaged stock
• Liaises with the Omni photo studio and relevant merchandise teams to manage the Omni image process effectively so that all required images are received and processed timeously
• Displays attention to detail and performs regular quality assessments of the websites to ensure it meets its objectives, without errors & omissions
• Coordinates with OTM to research & recommendations on more innovative ways of operating
• Proposes practical solutions to challenges faced within projects
• Effectively co-ordinates and executes the roll-out of all relevant campaigns and promotions including product catalogue updates such as widgets & taxonomy changes as well as collections
• Assists in identifying content & campaign opportunities to move additional stock, offer promotions or assortments are improved and enhanced for the online customer
• Maintains high levels of internal service
• Takes responsibility within the department to professionally manage all external customer service queries until the query is resolved and closed to the customer's satisfaction
• Ensures customer service tickets are actively managed and resolved timeously
• Continuously seeks ways of improving levels of service
• Ensures the brand image / identity is maintained during all interactions with internal & external customers
• Offers alternate solutions to challenges faced when assisting customer services teams
• Performs a key role in contributing to the online revenue targets of the brand in such a way that these meets/exceed targets as set each year
• Co-ordinates with stores to ensure seamless fulfilment of online orders, exchanges and refunds

Qualifications

• Business degree or related diploma
• 2-3 years working experience in similar role with at least 1 year in eCommerce retail
• High degree of numeracy and analytical skills, detailed, systematic and strategic approach to work
• Computer literacy and some experience of website CMS, POS and planning systems

Skills

• Comfortable with the use of and ability to learn new digital technologies
• Ability to understand web analytics, tracking and reporting
• Strong potential for business acumen and merchant thinking
• Good organizational and interpersonal skills
• Excellent communication and negotiation skills
• Desire to develop a career in omni-channel retail or ecommerce

Behaviours

• Business Insight - applies market and business insights in order to drive organisational objectives
• Communicates Effectively - conveys information and communicates ideas in a clear, concise and impactful manner
• Customer Focus - understands, anticipates, and meets the needs and expectations of customers
• Decision Quality - consistently makes timely, well-rounded and informed decisions
• Manages Complexity - interprets and simplifies complex and contradictory information when resolving organisational problems
• Balances Stakeholders - effectively considers the diverse needs of various stakeholders
• Plans and Aligns - develops plans and prioritises initiatives that align to the organisational goals and objectives
• Tech Savvy - leverages new technology to enhance productivity, improve problem solving, and support business growth