Retail Operations Associate (Fashion Retail Store)
Lekki, LA, Nigeria
4d ago

You will be a part of the e-commerce and store operations team. The objective of your role is to maximise commercial performance whilst providing the best customer experience at all stages of the customer journey both online and offline.

The other key objectives and the targets you have to meet

1. Customer Service

To deal promptly and professionally with customer's email and telephone enquiries

Guide and advise potential customers with the aim of converting to purchase

Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of store's brand in the customer’s mind and adhering to corporate terms & conditions.

To monitor for issues which might deter customers from buying

To request refunds accurately in the systems

To sort out any issues relating to refunds or returned items.

Complete monthly reporting of customer service statistics, showing e-mail and order volumes

Work collaboratively with management on usual or high impact cases

Produce templates that streamline processes and keep these updated

2. Fulfilment & Stock

To ensure that store front (online and offline) are adequately stocked and this is reflected in the system

Account manage assigned warehouse, overseeing invoicing processes and co-ordinating relevant training or stock management processes

To liaise as required with the online shop warehouses in order to resolve delivery issues and e-ticketing

To budget all fulfilment costs and ensure they are covered by pricing of delivery charges

To update stock batches as needed and process returns

Perform monthly stock takes with warehouse and reconcile any variances

Liaise with Head of Operations (Finance & Stock) as significant performance or fulfilment issues occur within assigned warehouse

4. Financial Processes

To ensure profit margins are maintained and targets achieved through keeping the shop optimised for sales

Interpret product sales and other reports to identify errors and provide insight into performance and ideas for resolutions / improvements.

Complete full month end financial processes for assigned store

Monitor Dailies’ sales figures weekly and escalate any anomalies promptly

Work with Finance department to accurately process any chargebacks or refunds

5. Products

To translate and update products descriptions via backend of the online site

To activate products on the store and make sure that they are displayed correctly

To provide support for delivering the Merchandising and Affiliate strategies

Perform daily product updates and translate at least one new product every week

Update the Special Offers’ page every month

Communicate to warehouses any special requirements in relation to offers as necessary

Liaise directly with suppliers to resolve any customer complaints or issues as necessary

Work with other members of team to resolve content or booking issues and communicate any customer feedback to team.

6. Store management (Online & Offline)

To maximise the commercial potential of your store

To update shop content and manage shop categories using the content management systems

Work on the development, integration and delivery of new business & promotional ventures

To become conversant with all aspects of the e-commerce platform and to suggest enhancements to the system

Generate tactical promotion ideas that are applicable to store

Ensure accurate and timely alterations to shop content for public holiday periods

Execute merchandising improvements as required and at least monthly

7. Team

Contribute to the work of the team as required, including user acceptance testing (UAT), data entry and checking, problem solving, producing reports and presentations, etc

  • Generic;
  • Ability to take the initiative

    Team player with a sense of team spirit

    Ability to build external and internal relationships and partnerships

    Exhibits professionalism

    Ability to plan and prioritise with patience

    Understanding of different cultures in the work environment

    Ability to manage multiple tasks and deliver to deadlines

    Takes responsibility for solving problems

    Emotionally intelligent

    Prepared to challenge and be challenged

    Accountable and responsible

    Communicates effectively and openly

    Listens and hears accurately

    Continually looks for efficiency gains, shares best practice and suggests process improvements

    Must Haves :

    Proven work experience as a Retail Sales Associate, Sales Representative or similar role

    Basic understanding of sales principles and customer service practices

    Proficiency in English

    Basic Math skills

    Working knowledge of customer and market dynamics and requirements

    Track record of over-achieving sales quota

    Hands-on experience with POS transactions / retail software, payment system

    Familiarity with inventory procedures

    Solid communication and interpersonal skills

    A friendly and energetic personality with customer service focus

    Ability to perform under pressure and address complaints in a timely manner

    Availability to work flexible shifts

    High school degree; BS degree in related field of fashion retail, hospitality or marketing would be a plus

    Note : Advisable for applicant / candidates to stay within proximity of job location.

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