eCommerce Service Delivery Analyst

Ted Baker
London (Greater)
25 Feb 2021
25 Mar 2021
Experience Level
IT, Other, Retail
Contract Type
Full Time

Ted’s Mission Statement

Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an efficient and courteous manner and by maintaining Ted’s high standards and integrity, we pride ourselves in always being in a position to satisfy the needs of our customer. In order to protect the ethos and persona for which we have gained an enviable reputation, we always ask ourselves the question: ‘Would Ted do it that way?'

Where does this role fit within Ted's Team?

As an eCommerce Service Delivery Analyst (SDA) you will be responsible for managing the resolution of eCommerce issues from logging through to completion. This will involve working with multiple 3rd parties across different locations, as well as internal IT teams and business stakeholders.  Reporting to the eCommerce Service Delivery Lead, the SDA must be able to manage a high workload and proactively keep all stakeholders up to date on progress of open issues.

Main responsibilities

•       Be the front-line contact for eCommerce-related issues within Ted

•       Raise and prioritise issues in a timely, efficient manner using agreed              processes

•       Take responsibility for issues and drive through to root cause and                  resolution

•       Work with systems integrator support team to resolve issues

•       Support eCommerce project team to deliver support code fixes

•       Support eCommerce Service Delivery Lead – North America with                   territory specific issues

•       Work with internal IT team to resolve issues between the ERP and                 website

•       Carry out operational processes required to support the BAU trading of          the site alongside peak event preparation, execution

•       Escalate major issues with 3rd parties for resolution and updates in                line with SLAs

•       Communicate effectively to internal stakeholders with progress updates

•       Report weekly on open issues and have a clear plan to manage issues          through to resolution

•       Report weekly on open issues to eCommerce Service Delivery Lead              and have a clear plan to manage issues through to resolution

•       Build close relationships with support teams at systems integrator,                  other 3rd parties and internal IT team

•       Make recommendations and implement improvements to support                  processes and ways of working

•       Make recommendations for improvements to site performance and                monitoring/alerting

Personal traits…

•       Previous experience working within a retailer’s eCommerce function

•       Extremely results driven, can-do attitude, and will always go the extra            mile to deliver expected result

•       Strong problem solving, time management and organizational skills

•       Strong interpersonal and communication skills

•       Customer focused mindset

•       Able to prioritise workload effectively

•       Ability to build and maintain relationships with internal teams and 3rd              party suppliers

•       Drive, enthusiasm and passion for eCommerce

•       An understanding of an integration between website and ERP system

Tools of the trade…

•       Ecommerce platform experience (Preferably Hybris)

•       Experience of using Jira or similar tooling to manage issues

•       Experience using Microsoft Dynamics AX  (Desirable)

•       Experience working with key eCommerce principles (e.g.                                 price/stock/product feeds, search & nav, payments, content                             management)

Ted’s Core Competencies…

•       Satisfy the needs of our customer, always

•       Pursue growth and opportunities through initiative and proactivity

•       Build open and honest relationships with clear communication

•       Create a positive team environment, encourage collaboration

•       Be proud, passionate, motivated, committed

•       Take ownership, be accountable

•       Encourage organisation, high standards and efficiencies

Ted Baker is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer.

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