Mountain Warehouse

Ecommerce

• This role is supporting the customer journey through the site to improve the conversion and reduce bounce rate and basket abandonment through the use of the analytics tools to understand the pinch points of customer experience.
• Support the delivery of the online trading strategy and budget for online channels.
• Analyse and report on weekly/monthly performance, drawing insight and making trade recommendations that drive growth whilst being comfortable presenting findings in meetings and via email to senior stakeholders.
• Maintain the eCommerce trading calendar alongside Catalogue team, suggesting new promotions and trading opportunities.
• Analyse pricing strategies and promotional activities alongside competitors’ pricing to ensure competitiveness and profitability.
• Integrate with B&M departments working alongside our range review calendar and support Trading manager with in-depth analysis to influence eCommerce buy.
• Using our 3rd party merchandising platform to make recommendations for search terms and page rankings at key points in the season.
• Develop an extensive knowledge of Mountain Warehouse product through conducting daily website audits to ensure that sites are optimised and performing to their full potential.
• Develop relationships and insights with/from merchandising, Catalogue and marketing teams to drive commercial performance and be informed about product ranges.
• Run regular intake reviews to ensure we are in the best possible stock position at key times of the trading calendar.
• Work closely with Catalogue team to action commercial activities, maximising key trading periods and day-to-day site performance
• Work alongside the marketing and acquisition & retention teams to maximise performance of promotions, campaigns and seasonal best sellers.
• Providing ad hoc analysis using our data warehouse and other analytics tools for insights on any issues or performance, reporting to the trading team and following up solutions
• Be the first port of call for all things eCommerce working in partnership with wider web team to execute.

eCommerce Trading Executive

Operations

• Proactively identify opportunities for process improvement and efficiency with our store operating model.
• Develop our Work Labour Model to improve our staff cost budgeting and colleague deployment processes.
• Lead test-and-learn trials and pilot programs to validate new ideas, processes, and technologies. Conduct analysis and reporting on trial outcomes, providing clear recommendations and insights for decision-making.
• Gather and interpret feedback from stores and head office teams to continuously improve retail execution.
• Develop, maintain, and evolve a structured program of retail projects and transformational initiatives in alignment with business objectives.
• Manage end-to-end project delivery, from scoping and planning through to execution and post-implementation review.
• Coordinate and align activities across multiple departments to ensure timely delivery of cross-functional initiatives.
• Identify dependencies, risks, and potential issues within projects, escalating where necessary to ensure smooth delivery.
• Monitor project budgets and ensure initiatives are delivered on time and within financial parameters.
• Develop and maintain clear, professional documentation including Standard Operating Procedures (SOPs), training materials, rollout plans, and project reports.
• Communicate project goals, progress, and outcomes effectively to key stakeholders across the business.
• Oversee the implementation of new retail initiatives, ensuring store teams are well prepared, trained, and supported.
• Coordinate cross-functional teams to deliver seamless project execution.

Retail Operations Change Manager

Customer Support

• - Support advisors and team leaders with day‑to‑day operations, escalations, and Helpchat queries
• - Support the team in delivering a seamless customer journey across all channels, ensuring communication is clear, proactive, and solution‑focused.
• - Collaborate with internal teams (Customer Care, Warehouse, Supply Chain, Finance, Retail) to resolve complex issues and manage expectations
• - Maintain clear, proactive and timely communication with customers and internal stakeholders.
• - Take ownership of tasks and small projects, ensuring timely delivery and accurate documentation.
• - Maintain up‑to‑date knowledge of all processes, systems, and customer policies to ensure accurate guidance.
• - Help maintain accurate documentation, process updates, and internal knowledge guides
• - Recognise and escalate issues that impact customer experience, cost, or productivity, recommending data‑driven solutions.
• - Monitor performance metrics, provide feedback, and identify trends to improve processes, customer experience and advisor's skills and behaviours
• - Support the onboarding and upskilling of new and existing advisors by delivering training, refreshers, and process walkthroughs.
• - Provide constructive feedback and coaching to advisors to support continuous improvement and KPI achievement.
• - Assist Team Leaders in coaching sessions, quality reviews, and performance discussions when required.
• - Handle escalated customer cases professionally, maintaining positive experiences.
• - Ensure complex issues are resolved efficiently while maintaining a positive customer experience.
• - Contribute to a positive, collaborative team culture that promotes engagement, morale and high performance
• - Can demonstrate the flexibility to provide support as required by the business including ad hoc shift cover, advisor workload tasks, TL cover etc.

Customer Care Assistant – Team Leader

• Joining our Operations team, the Garment Repair Specialist will play a key hands-on role in building and running a high-quality repair workshop that supports our stores and customers.
• You will be responsible for day-to-day workshop operations and ensuring repairs are delivered efficiently, consistently and to the highest standard.
• This is an exciting opportunity for a structured, self-starter who enjoys working in a practical environment and takes pride in quality.
• You will have the autonomy to shape processes, improve workflows and develop the operation as we grow this capability across our business.

eCommerce Trading Executive

Retail Operations Change Manager

Customer Care Assistant – Team Leader

Garment Repair Operations Lead