Key Responsibilities
Support the day-to-day operation of Click & Collect, ensuring service continuity and consistent operational standards.
Identify, investigate and support the resolution of operational issues affecting customers and store colleagues, taking ownership through to resolution.
Manage and optimise CNC slot availability and capacity, identifying opportunities to improve efficiency, availability and sales.
Support the mobile check-in proposition, monitoring performance and identifying opportunities to improve adoption and customer experience.
Monitor customer and operational performance, including Customer Satisfaction Index (CSI) measures, identifying trends and recommending improvements.
Use operational, customer and commercial data to understand performance, identify opportunities and support data-led decision making.
Support the development, trial and implementation of new CNC initiatives and service enhancements, from initial concept through to launch and post-implementation review.
Work collaboratively with cross-functional teams to successfully deliver operational changes, new features and improvements.
Build strong relationships with store and field teams, gathering operational feedback and using this insight to influence future improvements.
Champion the customer throughout operational decision-making, identifying opportunities to make collection simpler, quicker and more reliable.
Manage CNC signage and customer-facing operational materials, ensuring they remain accurate, up to date and aligned with brand standards.
Conduct competitor and market reviews to identify emerging trends, opportunities and best practice.
Develop clear communications, guidance and training materials to support store teams with operational changes and new initiatives.
Measure the impact of changes following implementation, ensuring improvements are delivering the expected customer, operational and commercial benefits.
Support opportunities to grow CNC capacity, customer adoption, service levels and sales.
Continuously look for opportunities to simplify processes, remove operational barriers and improve the overall Click & Collect proposition.
