UNDP Shop E-commerce Operations Manager(Office-Based) [Open to Tiers 0, 1 and 2]

UNDP•New York, NY

4d•Onsite

About The Position

The UNDP Shop E-commerce Operations Manager is in charge of operations, logistics, and procurement for the UNDP Shop. This role involves managing day-to-day supply chain tasks, curating relationships with vendors and corporate (B2B) clients, identifying opportunities and pain points, and providing state-of-the-art operations solutions to improve performance, increase efficiency in product and stock management, drive sales, and handle bulk orders. The selected candidate will report to the Brand & Marketing Specialist of the B&M Team and will manage, improve, and optimize all UNDP Shop operations and corporate initiatives, including procurement, logistics & shipping, and the B2B strategy, outreach, and key account management. The role will oversee daily order fulfillment operations and be involved in marketing aspects related to the e-commerce platform by proposing initiatives to drive efficiency and increase sales. This includes benchmarking competitors, identifying new products, improving stock management, national/international shipping, and CRM. The manager will also oversee daily order fulfillment and champion quality standards for order and return management, improving speed and accuracy, and ensuring timely issue resolution.

Requirements

Advanced university degree (master’s-level degree or equivalent) in Business, Logistics, Supply Chain Management, Marketing, Administration, Business Management, Communications, Liberal Arts, Political Science or other relevant field, is required. Or a first-level university degree (bachelor’s degree) in the areas mentioned above in combination with an additional two years of qualifying experience will be given due consideration in lieu of the advanced university degree.
Minimum of two (2) years (with master’s degree) or four (4) years (with bachelor’s degree) in business operations, e-commerce, supply chain management, business management, customer service, retail management and/or other relevant field.
Proven previous experience managing budget and operations for e-commerce platforms.
Proven previous experience delivering customer service/key account management.
Proven previous experience handling orders, stock and inventory.
Fluency in written and spoken English is required.

Nice To Haves

Experience within the United Nations System or similar organization.
International experience in business operations, e-commerce, supply chain management, customer service and/or another relevant field.
Previous experience managing Shopify-based e-commerce platforms.
Proven ability in using insights to design e-commerce strategies that help drive conversions and generate ROI.
Familiarity with the Sustainable Development Goals (SDGs).
Experience with Gorgias and Familiarity with Mailchimp.
Experience working in retail, marketing.
Working knowledge of another languages will be considered an asset.

Responsibilities

Ensure financial viability of all UNDP Shop’s operations and related initiatives.
Set up and manage the monthly tracking of P&L, to ensure proper funds management for the Shop.
Set up and manage sales analytics tracking on a quarterly, bi-annual and annual basis, ensuring proper tracking and measuring of key sale KPIs, adjusting sale strategies based on insights and ultimately driving ROI for the Shop.
Manage waste reduction and sustainable procurement practices, including sourcing products that cause minimal or no environmental impact.
Manage SOPs and support the development of new SOPs, continuously working towards improving performance, operations, and revenue for the Shop.
Lead on all bulk, corporate (B2B) and customized orders.
Support the UNDP Shop Associate, ensuring smooth and state-of-the-art fulfilment of all regular customer (B2C) orders, returns and related operations.
Oversee and support the management of the UNDP Shop inventory, leading on best practices to maintain stock.
Assess existing product management infrastructure and lead to the introduction of any needed innovations in SOPs, tools and services to continuously improve inventory management.
Manage the improvement of the UNDP Shop products catalogue, managing the concepting, development and sourcing of new products, finding ways to engage in an efficient and collaborative manner with the rest of the team as well as with vendors, from ideation stages to final procurement.
Manage B2B customer management, ensuring optimal experience and driving customer satisfaction and return.
Oversee and advise B2C customer management, ensuring expectations are met and exceeded during the entire order lifecycle and post-shopping experience.
Stay abreast of customer care trends, tools and best practices, driving innovation in customer management, optimizing customer support.
Work to upgrade the CRM infrastructure for profiling and marketing purposes, manage and monitor databases to identify opportunities for growth and upsell.
Manage B2B clients, nurturing the relationship and finding new and creative ways to increase orders and sales.
Lead on insights based B2B outreach, leveraging data and customer intelligence to strategically engage with perspective clients, open the door for new opportunities and collaborations, ultimately generating revenue and growth for the Shop.
Lead qualitative and quantitative reporting monthly, quarterly, bi-annually and yearly, adjusting strategies and approaches based on insights and emerging trends.
Closely monitor and report on financial data, Return on Investment (ROI), conversions as tied to marketing initiatives and new opportunities.
Make sound contributions to knowledge networks and communities of practice.
Support compiling and systematizing project knowledge, products and tools as well as their wide distribution to partners.
Perform other duties within their functional profile as deemed necessary for the efficient functioning of the Office and the Organisation.