One Stop - Online Operations Co-Ordinator

One Stop; Clayhanger; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading retail company in the UK is seeking a proactive Online Operations Co-ordinator. This role involves supporting digital platforms and e-commerce operations, managing online inventory, and coordinating order fulfilment to ensure a seamless customer experience. Strong organizational skills and an understanding of retail systems are essential. Candidates with ops or project management experience are preferred. This position offers the opportunity to enhance online retail efficiency within a dynamic environment.

Qualifications

• Ops experience (preferable but not essential).
• Project Management (preferable but not essential).

Responsibilities

• Support the Online Ops & Dev Manager to translate the online business strategy.
• Report KPI performances, analyzing store and area performances.
• Provide second/third line support for company-owned and franchise stores.
• Maintain accurate process maps and training materials.
• Process online refunds/shrinkage and raise claims.
• Manage all of the Online teams invoicing and raise POs.

Skills

Good analysis and decision-making

Good understanding of Microsoft Office, particularly Excel

Excellent time management, planning and organisational skills

Job description

We are seeking a proactive and detail‑oriented Online Operations Co‑ordinator to support the smooth running of our digital platforms and e‑commerce operations. The successful candidate will play a key role in managing online inventory, coordinating order fulfilment, liaising with internal teams and external partners, and ensuring a seamless customer experience. This role requires strong organisational skills, a good understanding of online retail systems, and the ability to work in a fast‑paced environment.

What I do:

• Support the Online Ops & Dev Manager to translate the online business strategy into an actionable change plan with clear accountabilities and business cases. I do this by managing the project plans, next steps trackers for all aggregates and Deliverect, as well as wider ops projects.
• I support the Ops Managers with KPI performance reporting, analysing store and area performances, sharing opportunities with retail teams and Service Support Partners to action improvements in stores and ensure compliance to required routines.
• I provide second/third line support where needed to resolve issues both in company‑owned and franchise stores, upskilling help desk teams to offer continuous improvement in our online processes and support and owning day‑to‑day relationships with key supporting functions.
• I maintain accurate process maps and training materials for all online routines and monitor and regularly review all risk and compliance controls for online, helping to reduce/mitigate risks over time where possible.
• I process online refunds/shrinkage, raise claims with third parties and route causing poor performance to drive improvements with stores and providers by working closely with the Ops Managers.
• I distribute next steps from project meetings and track their progress/resolution.
• I manage all of the Online teams invoicing and raise POs promptly, liaising with finance to resolve any issues quickly.
• I perform daily/weekly order checks by running reports and investigate where necessary, liaising with the Ops Managers to find solutions.
• I contact and engage with stores when appropriate – celebrating success and discussing solutions if under‑performing.
• I ensure all Zen Desk queries are responded to promptly.
• New store set‑up for company.
• Closures, checks and tracking of performance of new & existing stores and zones (one‑stop control or competitors).
• I support the Ops Managers in managing our tech supplier Vista and manage the break‑fix process for store equipment.
• I support the wider Online team with administration tasks such as POP, PIA, CAFs and Supplier set‑up processes.
• I support with the onboarding process for new company stores onto our online platforms, and support with Franchise stores when required.

Skills I need:

• Good analysis and decision‑making.
• Good understanding of Microsoft Office, particularly Excel.
• Excellent time management, planning and organisational skills.

Qualifications:

• Ops experience (preferable but not essential).
• Project Management (preferable but not essential).