Operations Associate - Retail

Job Summary

Cazoo launched its online proposition in December 2019, allowing customers to order a car from the comfort of their own home and get it delivered to their door in as little as 72 hours. We introduced Cazoo Customer Centres as the next step in our exciting journey. This allows customers the flexibility to choose whether to pick up their car or have the convenience of delivery to their door.

Reporting to the Head of Retail Operations, you’ll be passionate about delivering internal programmes, processes, tools and communications to ensure our Cazoo Customer Centres are set up for success. You are an all-rounder with the ability to analyse data, and produce compelling, digestible information, all while coordinating the day-to-day central function of a multi-site retail operation.

You are forward-thinking, with an eye for detail and a resourceful problem solver. Although office based, you will visit stores regularly, driving consistent standards and sharing best practice along the way. A great communicator, you will be largely responsible for setting the scene for various initiatives that will ultimately drive an outstanding customer experience, retain great people and enhance our internal processes.

What you’ll be doing

• Facilitating the visibility and automation of site performance metrics for the Retail business - daily, weekly, monthly, yearly.
• Monitoring daily metrics across the estate e.g. vehicle quality checks, call volumes, ancillary upsells.
• Distributing branded materials to teams and managing the third party relationship with the merchandise supplier.
• Producing central tools - including specific guides relating to onboarding of new starters, Manager onboarding etc.
• Cascading important communications to the ground teams and being the voice of central processes that aid leaner operating efficiencies.
• Delivering process improvements based on data led outcomes - such as modelling people hours to fit demand.
• Supporting the rollout of internal systems - e.g new handover apps, workforce management system.
• Rolling out new initiatives which support engagement and retention - such as Retail Management programme, FAQs, staff engagement surveys.
• Facilitating new store openings for the estate, enabling the recruitment, launch and implementation of new sites into the estate.
• Working closely with the Regional Customer Centre Managers to see where you can share and reapply learnings.
• Coordinating with Logistics, Service and Customer Service teams to ensure business and team goals are aligned.
• Playbooking the rollout of new processes, ensuring they are widely available and are resources which stand the test of time.

Skills and Experience Required

• Excellent communicator across all mediums - phone, email, presentations, with outstanding attention to detail.
• Proficient with spreadsheets beyond a basic understanding - looking for intermediate to advanced level.
• Demonstrable experience of developing & documenting processes.
• Experience of working within multi-location operations within a fast growing technology business
• Comfortable in collaborating with other functional teams to drive business performance from a tech, brand, customer experience and operational viewpoint.
• Strong passion for the customer, with plenty of examples where you’ve taken a customer-first approach.
• A willingness to travel across the UK and get close to the inner workings of the ground operation.

Our values are the heart of our company. We are:

Customer obsessed -We put the customer first in everything we do. Every interaction matters. We want to be famous for delivering the best experience and wowing our customers.

Data driven -Data is part of our DNA and drives all decision making. We are informed and results driven. We seek insights and understanding that will help us improve and grow.

Fast drivers -We have an entrepreneurial passion for working at speed. We like to accelerate and don’t hang around. We make decisions and drive fast towards our goals.

Team players -We are better as a team than as individuals. Everyone counts. We’re inclusive, supportive and respectful and are here to have fun and win together on this journey.

The benefits

Support from our brilliant onboarding and training programmes including customer service and quality assurance.

We offer a competitive salary with a range of benefits including 25 days holiday, healthcare, pension, bike-to-work, Season Ticket Loan, birthday day off, free breakfast and snacks, fresh fruit, training and development opportunities. All colleagues at Cazoo are eligible for participation in the company’s share issue scheme.