As Digital Operations Specialist you will support the Global Head of Digital Operations in providing sound technical leadership in all aspects of digital technology and service delivery across our global ecommerce operation and vendor network.
Key Responsibilities:
• To support the day-to-day site monitoring of the Portmeirion Group digital channels, focussing on performance, channel availability and customer journey to realise the full sales potential of the channels.
• To understand the eCommerce team requirements and create user stories in Jira / Dev Ops and help to manage the stories through with our digital agencies.
• To monitor all key apps, data feeds and integrations to ensure effective and compliant operation of all Portmeirion Group websites.
• Provide issue/defect management and impact analysis to support delivery of process improvements and change.
• Continuously monitor digital channel activity identifying problems/defects and solutions for issues which impact site operations and digital channel customers. Escalating identified issues accordingly and working proactively with wider business and technical teams.
• Build and retain incident escalation and prioritisation processes with technical and business teams.
• Maintaining a consolidated list of prioritised defects for future fixes and development and ensuring that commercial requirements are understood and communicated.
• Daily or weekly stand ups with both internal and digital agencies.
• Support ecommerce team to create and deploy CMS enhancements and templates.
• Provide pre/post support for major change release activity, providing reporting and insight on the traffic to the Digital channels, including usage, trends and customer satisfaction/feedback.
• Provide out-of-hours emergency operational support on a rota basis with leadership team.
• Communicate to senior stakeholders during and after Major Incidents, or high risk and key event periods.
• Be aware of business change, ensuring that stakeholders are always aware of releases and development taking place across the domains.
• Look to continuously improve processes, ways of working and efficiencies.
• Keeping internal documentation updated per new features release.
• Manage assigned small scale projects within established scope, schedule, budget and transfer to BAU.
• Always considering our customer. Continuously looking at areas that will improve our user experience cross device and browser.
Skills and Experience:
• 5+ years in similar roles, working with a number of ecommerce platforms, ideally Salesforce Commerce Cloud and Adobe Commerce.
• Knowledge of administering a CMS and of HMTL, CSS, PHP& MySQL.
• Full software development lifecycle experience, including agile, release cycle management and hands on testing across multiple webstores.
• Use Jira and or Azure Dev Ops, ClickUp to raise bugs and prioritise with key stakeholder feedback to the relevant Development Managers.
• Experience in managing 3rd party systems integrators, agencies and technical vendors.
• Desirable to have experience of re-platforming and redesigning websites.
• An understanding of systems architecture – how various systems and data flows in support of an e-commerce platform.
• Understanding of eCommerce payment gateways and processes, order management and data flows into ERP and data security.
• You have experience in an operational or managerial role delivering multiple tasks or work streams to achieve targets within a fast-moving environment.
• You are technically minded and have the capacity to develop technical understanding and expertise across a wide variety of systems, processes and subjects.
• You have an understanding of how to translate problems and queries into language that is useful to both business and technical colleagues.
• You are calm under pressure and have strong organisational and delegation skills.
• You are comfortable liaising with and influencing a wide variety of stakeholders, including at a senior level.
• You have good time management skills and the ability to motivate others in demanding, time-critical situations that require action.
• You have the ability to communicate complex processes in a simple way to wide audiences including senior management teams and individuals.
• Developing and maintaining vendor and stakeholder relationships.
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