Mobile Customer and Operations Manager- Maternity Cover

Why Superdrug?

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

We're a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people - they make the difference. We're all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Key Responsibilities

Define and lead the Mobile operational strategy for Superdrug Mobile
Define and deliver the operational plans to deliver target revenues
Define and deliver an excellent customer experience across all operational touch points
Ensure that Superdrug Mobile delivers the maximum commercial benefit from the available budgets
Manage the vendor relationships to ensure that all operational KPIs and service levels are delivered
Manage the internal relationships with IT and retail operations and seek opportunities to constantly innovate and improve the services we offer customers
Accountable for all operational processes and training in all touch points (stores, online, customer care)
Understand and manage all of the regulatory requirements of the mobile operation and work with mobile network and internal legal advisors to keep abreast of the latest developments and requirements
Cultivate innovative customer centric ideas and behaviours within the Superdrug Mobile teams
Ensure the highest standards across all areas of the Mobile offer and work with internal and external stakeholders to continually improve the service

Operations
Responsible for defining and delivering the operational experience across all touch points that support the mobile operation
Own the operational relationships with stores and store operations teams
Ensure that all teams receive timely and relevant training on the mobile proposition
Responsible for Mobile stock management, forecasting and logistics
Responsible for ensuring in store compliance to merchandising instructions, sales scripts, delivery of store KPIs and in store technology solutions
Responsible for the end to end operations of Superdrug Mobile to ensure a positive customer experience and a commercially viable business

Customer
Manage the customer support team and all customer KPIs such as NPS, SLAs, CSAT
Responsible for delivering the optimal customer care experience and working with internal and external teams to ensure a seamless service
Manage the relationships with internal and external technology suppliers and ensure that any incidents are resolved efficiently and within minimum impact on customers
Review and develop the customer offering regularly to keep the customer experience strong and competitive in the market
Understand the Superdrug Mobile customer and make proposition, operational and service recommendations for the overall business roadmap.

Must have
Excel experience - strong ability to create reports.
Office 365 experience
Power Bi knowledge
Retail and/or telecommunications experience (ideally within operations)

Here's what's in it for you

• 33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
• 2 staff discount codes for yourself and a family member or friend
• 30% discount on Superdrug Own Brand Products both in store and online
• Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station
• Company pension matching and bonus
• We offer Wagestream - a money management app that gives you access to a percentage of your pay as you earn it
• Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
• We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
• Unrivalled Learning and Development programmes

Come and be part of something special.

Hours: 37.5 | 9.00am - 5.30pm - Hybrid working available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.

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