Digital Operations Executive

This role is responsible for implementing operational excellence and best practice in Musgrave owned and franchise retail stores for consumer facing digital services; Centra Ecommerce, SuperValu and Centra Instore Digital Services.

Work location is flexible in the republic of Ireland.We have offices inCork and Dublin. Work Smart hybrid work arrangement applies for this role withfrequent travel to Cork.

The main duties of this role include the following:

• Inform retailers and respond to queries regarding suitability of Digital Services and products in the retailer’s store.
• Work with retailer, sales and product team to assess Digital service opportunity in the retailer’s store/area.
• Represent Musgrave, retailer, and customers interests during the opportunity assessment.
• Manage onboarding of retailers to Digital products and services.
• Configure and setup the Digital products and services required for the retailer to go-live.
• Manage scheduling of retailer setup and installation in conjunction with retailer, store development, sales and IT.
• Install the service at the retailer’s site and ensure service is functioning as expected.
• Deliver on site training in the retailers store and advise retailer of best practises needed to deliver the Digital Service.
• Service and retailer subject matter expert and point of contact during the onboarding phase and subsequent four to six-week hyper care period.
• Manage retailer issues within MRPI, their escalation if needed and ultimate resolution.
• Maintain a regular schedule of visits to retail stores with the aim of assessing and reporting on current standards, operating procedures and service point of sale.
• Manage the monthly billing of Digital Service charges.
• To respond to customer queries received via chat/email/phone/retailer and other channels where appropriate.
• Update service dashboard on a weekly basis and issue KPI’s to key stakeholders.
• Identify improvements to systems, processes and procedures with the aim of improving the customer experience, retailer experience, achieving lowest cost and maintaining/increasing profitability.

The successful candidate will possess most or all of the following:

• A 3 rd level Degree or relevant/equivalent qualification
• 1+ years experience in a cusomer or retailer facing role with focus on operations and retail excellence.
• A knowledge of retail operations systems, processes and procedures in a franchisee environment.
• Experience in franchise operations and franchisee engagement
• Experience in delivering digital operations excellence
• Strong communication skills with experience in issue management and resolution
• Proven track record of strong decision making
• Possess a strong customer focus and be innovative in identifying and implementing best practices and processes improvement
• Lean certification would be advantageous

Musgrave is an equal opportunities employer.
We encourage applications from diverse candidates. If we can make any accommodations to enable you to be the best version of yourself during the interview, please let us know.

The location for this role is flexible across Ireland. Musgrave operate a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the office and working remotely. Occasional business travel to other locations will also be required.