Overview
The UNDP Shop E-commerce Operations Manager is responsible for managing and optimizing the operations, logistics, and procurement for the UNDP Shop, aiming to improve performance, increase efficiency, and drive sales.
Key Responsibilities
- Ensure financial viability of all UNDP Shop operations and related initiatives.
- Set up and manage monthly tracking of P&L, sales analytics, and key sale KPIs.
- Manage waste reduction and sustainable procurement practices.
- Develop and manage Standard Operating Procedures (SOPs).
- Lead on all bulk, corporate (B2B), and customized orders.
- Support the UNDP Shop Associate in fulfilling regular customer (B2C) orders, returns, and related operations.
- Oversee and support inventory management, leading on best practices.
- Manage the improvement of the UNDP Shop products catalogue, including concepting, development, and sourcing of new products.
- Manage B2B customer management, ensuring optimal experience and driving customer satisfaction.
- Oversee and advise B2C customer management.
- Drive innovation in customer management and optimize customer support.
- Upgrade CRM infrastructure for profiling and marketing purposes.
- Manage B2B clients, nurturing relationships and finding ways to increase orders and sales.
- Lead on insights-based B2B outreach.
- Lead qualitative and quantitative reporting monthly, quarterly, bi-annually, and yearly.
- Monitor and report on financial data, Return on Investment (ROI), and conversions.
- Support compiling and systematizing project knowledge, products, and tools.
Required Experience
- 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.
Qualifications
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.
