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Job Description Responsible for managing the systems and processes that ensure goods-in/goods-out tasks are aligned to agreed guidelines and completed within SLAs. Main point of contact for customer service enquiries, using customer feedback to inform process improvements. Support the eCommerce Manager with the development backlog and delivery of key projects, while supporting the overall ecommerce strategy. Main Duties/Responsibilities Intake and Order Management Oversee and manage delivery schedules and goods-in/goods-out processes with the fulfillment partner. Coordinate with the eCommerce Trading Coordinator to facilitate delivery bookings and manage intake aligned with trade and marketing plans. Monitor service aspects such as order dispatch, logistics, cancellations, SLA adherence, errors, refunds, store credits, and stock notifications. Handle daily queries from the fulfillment partner regarding order processing, stock levels, and related activities. Collaborate on the production of shipping materials and process improvements. Review non-stock stockholding to ensure sufficient resources at the fulfillment center. Be the internal point of contact for ecommerce order fulfillment questions. Stock Planning and Terminal Stock Management Monitor stock levels and propose stock for promotions or reorder. Assist with weekly/monthly forecasts to ensure staffing and resource adequacy. Support long-term forecasting and KPI monitoring. Ensure the online shop has the appropriate product stock mix to meet sales targets. Platform Management Support daily website operations and communication with the development agency. Conduct end-to-end testing of new website features and report issues. Perform competitor analysis to identify platform improvements. Assist in creating user stories and prioritizing backlog items based on customer feedback. Customer Experience Management Lead online customer service operations and improve the Zendesk platform. Resolve customer queries in collaboration with the Trading Coordinator. Process refunds and store credits, and report frequently returned products. Gather customer feedback to inform product and service improvements. Manage the end-to-end process for resolving customer order and in-store purchase queries. Reporting and Insights Support end-of-month finance reporting. Analyze stock and sales data to inform trading decisions. Monitor SKU and size-level stockholding for buying strategies. Track cart and checkout abandonment rates and suggest improvements. Prepare bi-weekly reports on customer service metrics and trading insights. Role at The Championships The successful candidate will have retail duties during The Championships, including leading a team of customer service colleagues, liaising with the Retail and Finance teams, and supporting the ecommerce manager with ad hoc duties. Extended hours may be required during this period. About You 3–5 years’ experience in ecommerce operations or retail merchandising, with hands-on platform experience (Adobe Commerce/Magento, Shopify). Proficient in Excel, Microsoft Office, Zendesk, Order and Warehouse Management Systems, JIRA or Asana, and analytics tools like GA4, Tag Manager, Power BI. Strong project management, leadership, and communication skills, with a basic HTML knowledge preferred. Commercially aware, results-oriented, and able to work independently with attention to detail. Forward-thinking, problem-solving, with a genuine interest in sport, especially tennis. About Us The AELTC organizes Wimbledon, a prestigious tennis tournament, and operates a rapidly growing online shop as part of its retail expansion. The online shop aims to be a leading premium sports-event retail platform, supporting the club’s growth and customer experience goals.#J-18808-Ljbffr