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Job description



The overall purpose of the role is to manage dropship operations that help us deliver best in class customer experience and ensure operational compliance with vendors

Dixons Carphone has an ambition to grow the dropship business within Dixons Carphone by 2023/24. We are currently 15 months into this journey of growth. To make this business model successful there is a need to build range to cover both core and new categories for Dixons Carphone . The ambition is to land 40000 additional SKUs online by FY 23/24, this role will be critical for building and launching this range

As part of this role, you'll be responsible for:
• Designing and implementing a customer operating model in collaboration with the contact centre in Sheffield to manage post purchase journey for the customers. Spearhead the transition for customer operations to Sheffield and ensure compliance against agreed SLAs.
• Owning and managing post purchase customer operations for Dropship.
• Reviewing the returns journey for small box products and implement changes as required.
• Designing and implementing a vendor Operating model to manage vendor operations (Inventory updates, range and order management, invoicing and payments).
• Collaborating and designing Operational reporting with Virtual Stock (3rd party order aggregator) to improve management of SLAs with Vendors.
• Supporting the Head of Category on vendor Onboarding (Contractual negotiation, Infosec requirements, 3rd party Integration and training etc). Reviewing the vendor onboarding process and implement changes where feasible.
• Ownership and resolution of all Vendor payment disputes with support from the dropship commercial team and Head of category. You will collaborate closely with Accounts payable team to continuously improve the process for vendor payments.

You will need:
• Previous experience of managing operations in a retail environment is crucial, along with the knowledge and ability to map and implement new processes.
• Experience of improving customer experience in a retail environment, contact centre operations experience is desirable.
• Certification in process mapping and design or previous experience of process design and implementation.
• Technical knowhow would be beneficial as you will have to understand system functionality and improve linked processes.
• Operational experience for dropship or ecommerce is desirable.

We're one team and we celebrate all of the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits, including:
• Company Pension Scheme
• Free on-site Gym
• Discretionary/Performance based bonus
• Colleague Discounts (shopping, cinema, food discounts etc)

Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role. Training plans are a given, and you'll have access to additional e-learning resources to really see your career develop in the way you want. We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.

Learn more about Dixons Carphone

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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