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Senior
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jobs
eCommerce operations professional with strong customer-centric experience
Ryan Halls
,
Southend, United Kingdom
Experience
Other titles
Skills
I'm offering
Experienced in eCommerce PDP and PLP content creation including written and visual. Product listing, enrichment, Photoshop, Excel. Full knowledge and experience in eCommerce operations to include logistics, pick pack, customer service, returns. Experience in CX development in relation to customer journeys on site.
Adept at working with internal & external stakeholders, and able to work to tight deadlines and changing requirements.
Adept at working with internal & external stakeholders, and able to work to tight deadlines and changing requirements.
Markets
United Kingdom
Industries
Language
English
Fluently
Available
My experience
2021 - ?
job
CX Manager
B2C Distribution Group.
- Develop and improve on site customer journey to include product and category pages, checkout, delivery and returns pages.
- Build and maintain a Customer Proposition overview vs main competitors by market to endure best in class CX offering.
- Step up product presentation through improved product photography, size guides, and product descriptions.
- Build and maintain a Customer Proposition overview vs main competitors by market to endure best in class CX offering.
- Step up product presentation through improved product photography, size guides, and product descriptions.
CX, Manager
2020 - ?
job
Brand Managemer
Optimum Time.
- Manage day to day operations
- Raise orders received from retailers
- Monitor stock, plan production runs
- Manage distributor and retailer accounts
- Raise orders received from retailers
- Monitor stock, plan production runs
- Manage distributor and retailer accounts
Operations, Customer relations, Account management, Logistics
2020 - 2021
job
Customer Operations Manager
B2C Distribution Group.
• Promoted to merge, restructure, and manage Customer Service, Warranty and E-Commerce teams.
• Developed best practice though documenting team processes and procedures and identified areas of improvement within each specialism.
• Implemented tracking tools to identify and report on KPIs regarding operational activities, support resource planning and highlight key issues within Customer Service operations.
• Reduced Customer Service SLA from 48hrs to 24hrs by increasing available cover via improved resource management.
• Identified areas of development and up skill opportunities for team members using appraisals, training plans and performance monitoring.
• Developed best practice though documenting team processes and procedures and identified areas of improvement within each specialism.
• Implemented tracking tools to identify and report on KPIs regarding operational activities, support resource planning and highlight key issues within Customer Service operations.
• Reduced Customer Service SLA from 48hrs to 24hrs by increasing available cover via improved resource management.
• Identified areas of development and up skill opportunities for team members using appraisals, training plans and performance monitoring.
Operations, Training, E-commerce, Operations manager, Customer service, Management, Service, Resource management, Support, Monitoring, Development, Processes, UP, Manager
2016 - 2020
job
E-Commerce Lead - Product
Wetsuitoutlet.
• Appointed to lead a team responsible for on site product content consisting of 6000+ product lines across three websites.
• Planned team workflow in line with seasonal launch deadlines in conjunction with Merchandising and Buying departments.
• Developed relationships with brands to ensure appropriate assets were received in line with company deadlines.
• Reduced product error rate by working with warehouse team to highlight and feedback product issues to brands.
• Improved product description and brand pages through keyword research, title structure, imagery, and sizing guide improvements.
Wetsuitoutlet
Europe's largest supplier watersports clothing & equipment.
• Planned team workflow in line with seasonal launch deadlines in conjunction with Merchandising and Buying departments.
• Developed relationships with brands to ensure appropriate assets were received in line with company deadlines.
• Reduced product error rate by working with warehouse team to highlight and feedback product issues to brands.
• Improved product description and brand pages through keyword research, title structure, imagery, and sizing guide improvements.
Wetsuitoutlet
Europe's largest supplier watersports clothing & equipment.
Research, Websites, E-commerce, Content, Workflow, KEYWORD RESEARCH, Guide, Manager
2010 - 2016
job
Customer Service Team Leader
unknown.
• Promoted to lead Customer Service team responsible for advice and sales of technical watersports equipment and clothing.
• Monitored and maintained Marketplace metrics and implemented processes to avoid a drop in account standing.
• Grew the team by Introducing dedicated language speakers to serve largest European markets.
• Increased team productivity using performance related targets and individual SLAs.
• Introduced team shift pattern to maximise Customer Service availability times.
• Developed and implemented return courier options for UK and International customers.
• Monitored and maintained Marketplace metrics and implemented processes to avoid a drop in account standing.
• Grew the team by Introducing dedicated language speakers to serve largest European markets.
• Increased team productivity using performance related targets and individual SLAs.
• Introduced team shift pattern to maximise Customer Service availability times.
• Developed and implemented return courier options for UK and International customers.
Customer service, Sales, Service, International, Processes
2008 - 2010
job
Customer Service & Sales Advisor
Aviva Insurance.
• Appointed to provide advice on product range via telephone and ticket system.
• Regularly received positive feedback from customers on service provided.
• Consistently met and exceeded personal targets set by team manager.
• Supported other departments during peak periods.
Aviva Insurance
A composite insurer covering multiple insurance areas.
• Regularly received positive feedback from customers on service provided.
• Consistently met and exceeded personal targets set by team manager.
• Supported other departments during peak periods.
Aviva Insurance
A composite insurer covering multiple insurance areas.
Customer service, Sales, Service, Insurance, Manager
2002 - 2005
job
Customer Service Advisor
unknown.
• Appointed to deliver expert, quality driven service to existing account customers.
• Acted on customer prompts to capture data and making changes to accounts in line with agreed procedures across the service centre.
• Consistently achieved targets set by team leader.
• Demonstrated ownership of all queries from initial contact.
• Proactively educated customers on the features and benefits of their existing business and identified opportunities to cross sell appropriate products.
• Acted on customer prompts to capture data and making changes to accounts in line with agreed procedures across the service centre.
• Consistently achieved targets set by team leader.
• Demonstrated ownership of all queries from initial contact.
• Proactively educated customers on the features and benefits of their existing business and identified opportunities to cross sell appropriate products.
Customer service, Service
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