Responsible for managing the systems and processes that ensure goods-in/goods-out tasks are aligned to agreed guidelines and completed within agreed SLAs. Main point of contact for customer service enquiries, utilising customer feedback to inform process improvements. Support the eCommerce Manger with the management of the development backlog and delivery of key project initiatives whilst supporting the eCommerce Manager deliver the ecommerce strategy.

Main Duties/Responsibilities

Intake and Order Management

• Responsible for overseeing and managing the delivery schedule and goods-in/goods-out processes with the fulfilment partner.
• Work with eCommerce Trading Coordinator to complete all internal processes needed to facilitate delivery bookings with the fulfilment partner. Collaboratively managing the intake inline with trade and marketing plans; informing the eCommerce Manager of slippages or changes to launch dates.
• Monitor all aspects of the service proposition – timely and accurate dispatch of all customer orders, logistics, DC cancellations, deliveries outside of SLA, trends in delivery options, orders with errors, processing refunds, issuing store credit, mispicks and out of stock notifications from DC
• Lead on day-to-day queries from the fulfilment partner in relation to processing and fulfilment of customer orders; stock-levels, goods-in, stock transfers, Championship readiness
• Work with the eCommerce Manager and the fulfilment partner in the production of shipping materials and implementation of process changes and new developments.
• Regularly review non-stock stockholding to ensure sufficient resource is available at fulfilment partner to process customer orders.
• Be the go-to person for internal questions related to ecommerce goods-in and order fulfilment processes

Stock Planning and Terminal Stock Management

• Continuous monitoring of stock levels. Proposing stock to include in promotional activity, options to place repeat orders on or return to site/donate to the eCommerce Manager.
• Assist with the completion of weekly/monthly DC forecasts to ensure the right staffing levels to meet the customer delivery expectations.
• Assist eCommerce Manager with long term forecasts and KPI monitoring.
• Support eCommerce Manager to ensure the online shop has the correct product stock mix to achieve planned sales.

Platform Management

• Support eCommerce Manger with day-to-day communication with the Development agency, ensuring smooth running of the website and swift resolution of website errors. 
• Complete end-to-end testing of new developments. Reporting any issues back to eCommerce Manager, Technology Partners and Development agency. 
• Complete competitor analysis to identify platform improvement opportunities to assist the eCommerce Manager in the build out of the annual roadmap. 
• Support eCommerce Manager in the completion of user stories for backlog items, highlighting relevant dependencies to other process areas. 
• Use feedback from customer service queries to inform prioritisation of bug fixes with estimations of revenue impact. 

Customer Experience Management

• Lead the online retail customer service operation. Working with other Zendesk users in the business to develop and improve the platform to meet objectives.
• Work with eCommerce Trading Coordinator to resolve customer service queries. 
• Monitor and process customer refunds, issuing store credit where relevant. Flagging products that are frequently returned to wider team.
• Together with the eCommerce Trading Coordinator gather feedback from customers, that support the wider team in making product and service improvements. 
• Own the end-to-end process of resolving customer order and instore purchase queries.

Reporting and Insights

• Support eCommerce Manager with end of month reporting for Finance.
• Regularly analysis stockholding and sell-thru data, using this insight to make recommendations to support trading objectives.
• Analyse stockholding at sku and size level to inform future buying decisions.
• Work with eCommerce Trading Coordinator to track cart and checkout abandon rates. Making suggestions for ways to improve.
• Work with eCommerce Trading Coordinator to prepare bi-weekly reporting packs. Inclusive of customer service support metrics, highlighting areas for improvement to be presented back to the eCommerce Manger and wider team. 

What part your role will play in The Championships

The successful candidate will be allocated operational retail duties in the build-up and during The Championships.  These will include;

• Lead a pool of fixed-term customer service colleagues during peak trading from June through to mid-August.
• Close daily communication with the wider Retail Team.
• Liaison with AELTC Finance Team on any payment queries. 
• Supporting the eCommerce Manager in the above and other ad hoc duties as appropriate.
• There will be a requirement to work irregular and/or extended hours during this period. 

About you

• 3–5 years’ experience in eCommerce operations or retail merchandising, including hands-on use of platforms like Adobe Commerce/Magento or Shopify.
• Proficient with Excel (intermediate to advanced), Microsoft Office, Zendesk, Order and Warehouse Management Systems, JIRA or Asana, and analytics tools such as GA4, Tag Manager, and Power BI.
• Proven ability to manage complex projects with multiple stakeholders, lead and motivate teams, and deliver initiatives effectively.
• Strong written and verbal communication skills, with experience presenting information clearly. Basic HTML knowledge preferred.
• Commercially aware, agile, and results-focused with a strong interest in eCommerce and omni-channel retailing. Able to work independently with attention to detail and prioritisation skills.
• Forward-thinking, enjoys problem-solving, and demonstrates a genuine interest in sport, including tennis.

About us

• The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Wimbledon Lawn Tennis Championships, widely regarded as the world’s premier tennis tournament and are home to one of the world’s most prestigious tennis clubs.
• The AELTC has delivered substantial top line growth in recent years and expects that growth to continue in conjunction with an ambitious investment programme in the years ahead, including the expansion of its retail and merchandising business. This supports the AELTC’s goal of delivering the world’s premier tennis tournament at one of the world’s most prestigious tennis clubs.
• Wimbledon’s online shop is a new and rapidly growing revenue stream that supports the Commercial Department’s long-term objective of delivering top line growth and offering a best-in-class experience for our guests, customers, and stakeholders.
• The online shop re-launched in house in the early part of 2020 and is currently in a rapid growth phase. The role will support the ambition of our online shop as it seeks to establish itself as the benchmark in premium online sports-event retail.