Deputy Operations Manager

The Body Shop When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good - that's us. Over 40 years later, we're proud to be pioneering cruelty-free beauty every step of the way. We're the original ethical beauty brand. We've got a thing for empowering people and enriching our planet. We're all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We're never afraid to stand up and speak the truth. We like to do things a little differently around here. The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We're fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who's not afraid to mix things up. Your role in a nutshell Manage key operational aspects of The Body Shop At Home globally. Continually identify and implement business optimisation strategies and drive initiatives to deliver business continuity, support onmi channel customer experience and channel growth while mininising cost across markets. Define, implement and communicate all TBSAH business processes and procedures both internally externally with the TBSAH field sales force. Interface cross functionally into all supporting teams ensuring ensuring The Body Shop At Home business is fully supported, integrated with wider business plans and activities and processes and strategies. Provide day to day management of TBSAH Customer and Consultant Care Centre support services for existing markets and assist with inputs and co-ordination of departmental business reporting services and field reporting services. About the role BUSINESS OPERATIONS & OPERATIONAL INITIATIVES * Support market specific apects of research and recommend develop and implement new TBSAH channel initiatives supporting business growth and enhancing Customer and Consultant experience. * Work collaboratively as part if the TBSAH team to ensure all aspects of operations and services are aligned to support TBSAH agreed channel initiatives and strategies. * Work to support process and logistics efficiencies are built into future development plans for the business to enable strong and profitable business growth * Drive intiatives that enable TBSAH to become the best in class direct selling business in all existing markets, in terms of party experience, Consultant and Customer experience. * To look for opportunities across markets in streamlining processes and operations SUPPORT CROSS FUNCTIONAL PROCESS AND PROCEDURE IMPLEMENTATION & CHANGE MANAGEMENT * Work with upline manager to implement TBSAH process improvements working cross functionally with all TBS international operations teams (Stock Management, Warehouses, Transportation, IT, Legal and global markets) with the objective of maximum efficiency, cost savings, profit enhancement and enhancing business experience for Consultants and Customers. * Establish strong relations and engage cross functionally in all required TBS business departments to effectively drive and manage business change initiatives in support of channel efficiencies. * Develop, gain approval and deliver internal and external communications of all operational changes, processes and procedures to ensure implementation and roll out of all changes and new initiatives is managed effectively and within legal guidelines. * Work with Global Communications and Catalogue Manager to enhance the Consultant self help sections on the Consultant website to significantly reduce process and operational queries and issues for the sales field. More about the role CONSULTANT/CUSTOMER SUPPORT SERVICES CARE CENTRE: * Work with Sitel and CC Outsource Manager to constantly ensure we deliver excellence in all areas of customer service for Consultants and Customers * Support the Contact Centre, ensuring that agreed service levels are met and to manage the most efficient staff cover is always provided, within the overall budget * Manage all escalation processes and procedures across the wider business * Manage business critical issues as they occur, act as key point of decision for all disputes and Consultant or Customer issues * Look for efficiencies that can be made across markets both on processes and budgets REPORTING AND ANALYSIS SERVICES * Support the business reporting services ensuring channel, market and divisional requirements are raised and delivered * Help guide reports the business and /or field to ensure appropriate data analysis and recommendationsa