Job Description
Head of Operations Planning
Accrington, Lancashire
Salary - Competitive + Benefits
About Studio Retail Limited
We're one of the largest online value retailers in the UK, providing a personal shopping service to over 1.9 million customers each year through our award-winning App. And studio.co.uk and ace.co.uk websites.
Our product range is huge, with over 60,000 different products covering clothing & footwear, electrical, household, textile, bedding, furniture, nursery products, gifts and greeting cards.
We employ over 1500 colleagues in a wide variety of roles, many of whom have seen their careers grow with us. Our colleagues say they work here because of our people and customers, and we offer everyone the opportunity to develop and progress.
Our customers are at the heart of everything that we do. We're currently undertaking a digital transformation program that will deliver the best service to our customers and our colleagues, to make us the leading online value retailer in the UK.
About the Opportunity
Studio Retail has embarked on a digital transformation journey, that has already reaped incredible commercial success. We are looking for an ambitious Head of Operations Planning, to lead and manage the development and delivery of robust and effective end-to-end Customer Services planning and MI management for Studio Retail and its outsource centres, driving high resource utilisation and strong operational performance for achievement of commercial goals and business objectives.
What will you be accountable for?
Our Customer Services team are at the heart of the business, they are leading the development of a high-performance culture and making Studio Retail Limited a great place to work. This is a great opportunity for someone who wants to join a business whose going through significant transformation.
Leading the weekly operational planning processes to ensure the closest possible match between actual and planned resource, delivering high employee engagement and maximising Studios commercial outcomes
Ensuring real time process, across CS, deliver the best operational support and commercial outcomes from the resource available
Leading the build and delivery of robust and timely operational MI and insight, providing hierarchical performance reporting for operational leaders across CS to drive high performance
Leading the modelling for CS budget and re-budgets, building consensus for an outcome that is challenging and achievable, providing full audit trail to Finance
Leading implementation and transformation of improvements to existing processes and systems, managing key change projects and continuous improvement activities
Leading, managing and developing the performance and potential of the team
Who are we looking for?
Experience of managing relationships at multiple levels both internally and externally
Experience of delivering a shared service to multiple internal operational clients
Experience of leading, managing and maximising the performance of analyst professionals
Experience of working in a customer-centric and fast paced environment
Excellent communication, inter-personal, negotiating and influencing skills
Technical and Analysis Skills
Excellent problem solving and analytical skills, with high attention to detail
Strong commercial understanding of planning and performance outcomes
Technical knowledge and experience in Contact Centre platforms and Workforce Management Systems
Excellent working knowledge of retail sector and contact centre environments
Excellent working knowledge and proven track record in leading forecasting and planning across multiple channels, on-shore and offshore contact centres
Understanding of reporting platforms such as Qlik and Power BI, delivering insight to operational teams
Ability to select optimum forecasting models and scheduling methods
Experience of successfully delivering resource planning and insight at a senior level
Is delivery and solution focussed
Highly numerate with knowledge of modelling techniques such as regression
Why Studio Retail Limited?
We have many experienced colleagues who'll tell you they love working at Studio because of the people and the opportunities to develop. It's a fast-paced environment and the offices have a friendly and informal feel to them, no suits required to do a great job here!
Through the pandemic we have adopted home working, where possible but expect to return to a hybrid model as soon as is practical and safe. It is key, therefore, that you can get to and from our offices in Accrington and are happy to commute, should requirements ever necessitate.
We offer a great benefits package including flexible working hours and free parking and would love to hear from you if you think we could be the right company for you.