Retail Store Operations

JOB DESCRIPTION

The DTC Operations Coordinator role sits within the Direct to Consumer (DTC) team, which encompasses both Retail and eCommerce channels. The primary responsibility of the DTC Operations Coordinator is to provide a high level of administrative support to the ANZ DTC Stores and Support functions. This role will demonstrate excellent customer service skills when coworking with the many departmental customers, both internal and external. This role will serve as the primary point of contact for retail-related requirements as well as taking direction from the DTC Operations Manager to assist in executing the shared vision for DTC.

The key responsibilities are:

PEOPLE

• Inspire, engage and recognise outstanding contributions from the business that align to LS&Co values within DTC and the broader business.
• Contribute to the culture of Levi Strauss & Co. Australia and New Zealand through actively engaging with broader functions to create cross-functional relationships.

COMMUNICATION

• Troubleshoot and escalate store concerns. This requirement at times may fall outside set working hours.
• Act as the first point of call for all store queries and resolve. Redirect queries to appropriate functions if a resolution is not available to you and follow up ensuring outcome is communicated. Initial response within 24 hours of the query and optimal resolution within 48 hours.
• Microsoft Teams: Update, manage and optimise communication on the Levi's ANZ Team and ensure appropriate support function is tagged and resolutions are posted in a timely manner. Ensure resources are up to date and easily accessible for stores.
• Microsoft SharePoint: Integrated with MS Teams, manage SharePoint to host a variety of store order and feedback forms, as well as maintaining Yoobic and all DTC communication platforms. Act on store requests made through SupportHub in MS Teams.
• Update and publish Policy and Procedure based on needs analysis, new/updated technology & software deployments, advice from relevant stakeholders and statutory bodies.
• Collate and publish minutes for DTC meetings, including regular check-in on action items identified.
• Exceed expectations when receiving fan feedback if escalated from Customer Care. Assess, recommend best resolution and communicate best practices going forward to relevant parties.

ADMINISTRATION

• Manage and execute pricing and promotion requirements in ORACEL X-store as required.
• TANDA (time, attendance and wages platform): Work with HR and Payroll functions to maintain the Tanda platform to ensure stores can use it optimally, with appropriate wage management visibility and P&P adherence.
• Consumable orders: PO creation using SAP.
• Manage LS&Co DTC systems including but not limited to the MS Teams, Yoobic, TANDA, Retail Next, X-Store, Oracle.
• Maintain register and track keys, security access, Levi's credit cards and other Levi's® property.
• Maintain appropriate contact lists; update store list and Where Do I Go For Help? document.
• Maintain DTC calendar ad ensure key dates are communicated with stakeholders.
• Serve as point of contact if store discovers discrepancy at EOD. Advise on next steps and accountability requirements in line with P&P.
• Manage RTV (return to vendor) process using SupportHub.
• Pack store mailbags to distribute stationery items held in office, based on store orders via SupportHub.
• Manage supply and stock of Levi's branded carrier bags, Levi's stationery, POS rolls, sale stickers, banking books and more.
• Reply to Google reviews from our fans. Recognise & reward the good, troubleshoot and resolve any unfavourable reviews.

SUPPLIER RELATIONSHIPS

• Tender for required suppliers of consumables and services required by stores, negotiate service level agreement, pricing etc, procure requirements in a timely manner.
• Develop and maintain appropriate approval process for maintenance requirements.
• SAP vendor management: handling vendor queries, setting up new vendors, changing existing vendor details via Service Now portal.

EXPENSE MANAGEMENT

• Track spend to budget for all manageable expenses for the DTC business and communicate to relevant stakeholders.
• Validate expenses and raise purchase orders. Query anomalies and seek resolution when charges do not meet expectation.

STOCKTAKE

• Coordinate and manage stocktake calendar ensuring yearly cycle counts are annualised as closely as possible and meet business needs of stakeholders including but not limited to Planning, Finance and Distribution Centre.
• Hold store accountable to preparedness as per Stocktake Preparation Checklist.
• Troubleshoot stocktake functionality with designated stocktake team & IT support.
• Collate and analyse post stocktake results and distribute. Foster a culture of constant improvement and accountability.

EVENT & PROJECT CO-ORDINATION

• Manage and coordinate Retail Next, and Levi's IT hardware needs for new stores/refurbishments. Participate in the Critical Path meeting and support the store needs, at times managing team member preparation for pack-down or restock in addition to booking storage containers for stock storage.
• Manage travel and entertainment bookings in line with corporate policy.
• Source appropriate venues, equipment and catering for DTC events within budget.

What we're looking for

• Strong knowledge of retail management
• Supreme time management and project co-ordination
• Proficiency with MS 365 Suite of packages
• Excellent communication skills – both written and verbal
• Strong organisational skills with the ability to manage competing priorities
• A collaborative style with the confidence to advise and coach leaders at all levels

LOCATION

FULL TIME/PART TIME

Current LS&Co Employees, apply via your Workday account.