Regenersis - Turning Around Technology

 Job Title:          Web Services Programme Manager

Reporting to:            Divisional Finance Director

Due to rapid growth within our web-based recycling activities, we have a new role for a Web Services Programme Manager, based at our Thurrock site.

The Web Services Programme Manager will play a key role in further strengthening our capability as the partner of choice for B2B trade-in and handset recycling.

The successful applicant will assist the business development team to drive additional volume and value to the various websites that we operate.  Improved customer satisfaction, rapid uptake of each scheme, and the return of high value devices through the schemes will be key performance indicators of success.  Some qualifications and experience of web development and project management would be preferred; as well excellent IT skills including exel, powerpoint, web editing and database management.

Managing a small team of customer service and admin staff, you will also have good management and teamwork skills to ensure that all our schemes consistently deliver outstanding customer satisfaction.  Key activities include the management of the customer experience, application development, administration, pricing, payment, and product updates.

The role will involve the following:

Customer Support

• Manage customer escalations
• Report on customer responses to campaigns
• Operational management of corporate trade-in schemes
• Proactively soliciting feedback from customers to improve web-based propositions
• Provide support to all channels and be recognized as Regenersis central contact for all web processes and trading platform.
• Utilise inputs from above to continually improve the schemes
• Support our Business Development team in the implementation of new schemes, managing all Thurrock-based changes/communications for new deployments
• Manage customer access, passwords, authorisation and reporting for these schemes.

Process Ownership

• Reconcile Network payments, credits, vouchers, etc.
• Control and evidence reconciliation processes for handset receipts versus advised book-ins. Manage customer processes to  highlight  fraud  alerts and identify problem stores/ individuals
• Optimise and manage the payment processes for all web-based payments
• Continually improve efficiency and outcomes of associated processes
• Act as the key escalation point for any web-based issues and resolution
• Responsible for new product introduction– ensuring that all sites have correct prices, products, etc.

Pricing

• Work alongside the sales teams to ensure that web prices are regularly benchmarked and that competitive pricing is offered to our clients
• Understand the pricing process within the sales operation to ensure that pricing data is accurate, and commercially sound
• Facilitate the full end-to-end pricing process on a monthly basis to ensure that web sites are effectively updated to meet customer’s timescales
• Provide support to the Sales team to validate data pertaining to the master price list and maintain version control
• Point of escalation for issues relating to web based pricing

Administration

• Work closely with marketing to ensure the ‘look and feel’ of the sites is in compliance with brand guidelines (customer and Regenersis)
• Develop and provide in depth regular reports of web metrics and KPI’s (e.g. availability, products with photos %, success rate of pricing uploads, hits and conversion, etc.)
• Management of content on the site to ensure that it is accurate and up-to-date.

Additional Duties occasionally required:

• Represent Regenersis at customer meetings and in-store, visits etc.
• Be part of the Business Development team demonstrating leadership in our capabilities.

Main Responsibilities, including any Delegated Authority (DoA):

• Responsible for all web-related processes and outcomes across all Trade-in Schemes
• DoA around instructing our IT partners on certain operational aspects
• DoA on loading data, pricing and info to the sites
• DoA on resolving customer issues to certain levels e.g. agreeing to pay key customers with valid complaints
• Manage the following roles:
  • Data Analyst
  • Cheque processing and Admin team

Person Specification:

• At least 1 year’s relevant experience in all aspects
• High degree of verbal, numerate and writing skills – may be tested at interview
• Flexible, creative, hardworking
• Excellent IT skills including Excel, PowerPoint, web editing, databases
• Experience of working successfully in a busy office