Online Operations Manager, Harrods

Kurt Geiger; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading footwear and accessories brand is seeking an experienced retail manager to oversee operations in their London location. The ideal candidate will have a strong background in retail management, excellent leadership skills, and a passion for outstanding customer service. Responsibilities include managing staff, training, and ensuring efficient store operations while fostering a positive team environment.

Benefits

Competitive basic hourly rate

Amazing employee discounts

Fabulous shoes!

Qualifications

• Experience in supervising teams in a retail environment.
• Strong leadership capabilities and customer service skills.
• Ability to manage multiple tasks and priorities effectively.

Responsibilities

• Oversee daily operations and manage staff.
• Coordinate the online pick process and stock management.
• Lead training and development initiatives for direct reports.

Skills

Team leadership

Communication

Organizational skills

Problem-solving

Education

Relevant experience in retail management

Job description

Overview

Kurt Geiger | About Us

We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city; its diversity and creativity. For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style.

We Are One: For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | For Unity Against Racism

Direct reports – Ecommerce/ admin assistants

Operations

• Responsible for overseeing the online pick process – from training to daily completion.
• Direct/Main contact for all communication between KG and Host store.
• Support to your direct reports, working closely with your team to ensure daily operational tasks are met.
• Management of all Styling/Editorial/Marketing photo-shoot loans and returns.
• Audit of stock on loan once a month, twice a month before stock take.
• Daily communication with KG digital team and Host store regarding any Discrepancies/Issues/General queries.
• Daily review of thresholds.
• Collate EOD reports and summarize weekly totals/performance and communicate at director level.
• Assist and lead Bi-weekly meetings with host store to discuss performance.
• Ensure accuracy across all platforms of stock movement within stock on loan branches
• Take ownership and support with stock loss prevention and Stock take preparation.
• Responsible for ensuring all returns are accepted and recorded properly – liaising with Customer service and Click and collect teams.
• Handling all loaned product that are returned in a non-saleable condition, charging the relevant department for the damage.
• Raising invoices for damaged product, main communication bridge between Finance and

Weekly Duties

• Payroll - Ensuring all staff hours are inputted through EZLM on a weekly basis and all payroll time cards are up to date.
• Manage productivity report and ensure this is sent out to relevant managers for all departments (Mens / Ladies / Kids)
• Manage / collate core hours report for all departments and communicate the relevant managers
• Completion of Staff reviews
• Note taking / Disciplinary procedures

Ad - Hoc

• CompletionofStaff reviews
• Note taking / Disciplinary procedures
• Employees as individuals of the Company have a statutory duty to co-operate together to promote the Company Health & Safety Policy. Employees as individuals of the Company have a statutory duty to treat colleagues, customers, suppliers and anyone they interact with during the course of their duties, fairly and equally

People

• Lead and coach your team or direct reports, managing both good and poor performance using training and development tools in order to support succession plans. Working towards achieving outstanding abandonment targets of under 2% cancelations.
• Communicate KPI’s to direct reports and manage on an on-going basis, through performance reviews and regular evaluation and feedback.
• Demonstrate effective leadership and strong Host Store relationships.
• Model the company competencies, values and beliefs in order to demonstrate the Kurt Geiger culture to customers, management and employees.
• Developing and rolling out procedures
• Support/ Direction in handling RTW procedures
• Manage T+A for your department and escalating any problems to HR/ payroll department
• Rota completion, managing staff annual leave efficiently
• Completion of quarterly staff reviews

Behaviours

• Demonstrate a commercial mind set and outlook to stay responsive to all operational needs.
• Always available to both customers and team - managing their expectations.
• Suggest ideas of ways to improve certain procedures.
• Actively drive own development by seeking new learning opportunities
• Demonstrate a passion for product.
• Collaborate and Support Change.
• Role model DNA
• Engage with team and consistently role model Communicate in a compelling, confident and detailed way with customers, team, peers and managers

Security / GDPR Compliance

• Ensure all procedures are strictly followed and any issues addressed immediately working closely with Host store and Head Office when necessary
• Responsible for all customer details held in store ensuring GDPR requirements are met

Ad-Hoc

• CCE and Peak temp organisation and planning for your department
• Note taking / Disciplinary procedures
• Oversee the international dispatch process.

KPI’s

• Abandonment target of 2% across all depts.
• Online refunds – logged and processed with weekly reconciliation.
• Stock on loan totals – agreed limits / turnaround time
• Stock Take accuracy (719 / 099) – 0.3% target
• Labour turnover

• Competitive basic hourly rate
• Amazing employee discounts
• Fabulous shoes!

Our Stores

The first Kurt Geiger store opened on London Bond street in 1963. Today, our brand has global appeal and is distributed in hundreds of cities around the world. We operate over 70 stand-alone stores nationwide, including our new flagship store on London Oxford street, and in over 400 stores globally. Beyond stand-alone stores and retail pop ups, our retail partners include some of the world’s most famous department stores.

We Are One: For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | For Unity Against Racism