IMR Executive demonstrated a reliable and intuitive service. Their exceptional contacts within the Mobile Content industry allowed us to cherry pick the best person for the job, without compromising our brief.
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Head of Web Sites and Web Process - UK |
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Brief Job Purpose Statement:
The Head of Web Sites and Web process is a key role in establishing our client as the Web partner of choice for B2B trade-in and handset recycling. The role is aimed at proactively managing customer contact, processes and web applications (in conjunction with their IT partners CTM), in order that all processes, including administration, payment, customer access, pricing and product update run smoothly and with minimal noise. By understanding and anticipating the customers (B & C) needs the job holder will drive additional volume and value to the sites and hence improve handset receipts, quality and value.
List of Main Duties:
Customer Support- Manage customer escalations, calls, email and interaction
- Report on customer response to campaigns, advertising etc...
- Operational management of Corporate trade-in schemes, communication and queries
- Proactively solicit feedback from Retail other customers, manage customer Forums and discussion groups
- Provide support to all channels using the propositions and become known throughout the Network customers as the interface to the company for web propositions
- Utilise inputs from above to continually improve the schemes
- Support Business Development in implementing new schemes and managing all locally based changes / comms for new deployments
- Manage customer access, passwords, authorisation and reporting for these schemes
- Reconcile Network payments, credits, vouchers etc... with trade-off for individual customer payments
- Control and evidence reconciliation processes for handset receipts versus advised book-ins. Manage Network processes to alert of Fraud and identify problem stores / individuals
- Optimise and manage the cheque processes for all web based payments
- Seek to continually improve efficiency and outcomes of associated processes
- Key escalation point for web availability issues and resolution
- Responsible for New Product Introduction – loading product across all sites with prices, photos etc... within a few weeks of product launch on the High Street
- Control and manage the Pricing process, daily, monthly and weekly, ensuring benchmarked and commercially sound outcomes on the web
- Accountable for the full end-to-end Pricing process
- Data owner for the Master Price list and price list version control
- Owner of the ‘price guarantee’ whereby customers are promised a price over month end for example. Managing the trade-offs between promise and risk to our client.
- Responsible for the ‘look and feel of the sites and compliance to customer web and brand rules
- Product picture management
- Regular reporting of web metrics and KPI’s e.g. availability, products with photos %, success rate of pricing uploads, hits and conversion etc...
- Owner of T&C’s, ‘About’ fields and other information in CMS fields
- Represent the company at customer meetings and in-store, visits etc...
- To be part of the Business Development team demonstrating the capabilities of our Trade-in sites
- Responsible for all web related processes and outcomes across all Trade-in Schemes
- DOA around instructing CTM on certain operational aspects
- DOA on loading data, pricing and info to the sites
- DOA on resolving customer issues to certain levels e.g. agreeing to pay key customers with valid complaints
Manages the following roles:
- Data Analyst
- Cheque processing and Admin team
Location: East of London
