Retail operations coordinator

Closing date for applications: Friday 6th June at 5pm

Reports to: Head of Retail Operations

Department: Operations

Location: London, Hybrid (2 days per week in the office)

Salary: £28,000 pa

Are you curious, calm under pressure, and excited by the idea of making life-enhancing ideas more accessible? We’re hiring a retail operations executive to join our passionate team and keep the wheels of our global retail activity turning smoothly.

We are a passionate group of people on a mission to bring about healing, growth, calm and self-understanding. We derive our ideas from psychology, psychotherapy, philosophy, art and culture. As our name – The School of Life – suggests, we are here to teach people how life can be lived and what can make it truly worthwhile, effective and fulfilling. We do this via our articles, books, app, films, therapeutic services and corporate offering.

Our values:

• We embrace a growth mindset
• We combine passion for our purpose with commercial excellence
• We are curious and open-minded in pursuit of the answers
• We all roll up our sleeves
• We are authentic

In this role you will work to support the global retail operations of TSOL, ensuring smooth and efficient order processing and fulfilment for customers, the effective merchandising of online platforms and working to ensure we have the operational excellence to back up the work of our sales teams.

Key Responsibilities:

End-to-end sales operations

• Ensure we have the necessary process in place for efficient order processing
• Shipping and documentation support for sales team where necessary
• Support to ensure special customer requirements (e.g. repacking / labelling / split shipment) are captured and actioned
• Circulating regular updates on stock availability to internal stakeholders
• Support with reporting on high/overstock risk areas to Sales to enable active mitigation through targeted sales activity

Merchandising

• Support Head of Retail Operations with merchandising TSOL webshop when required
• Support with TSOL physical shop / pop-ups as required

Freight management

Sales order management

• Ensure shipping of B2B orders is efficient, and work to find continual process and cost improvements
• Keep Sales team informed of shipment status proactively, to avoid customers chasing Sales if shipments are delayed

Purchase order management

• Liaise between suppliers and freight forwarders to ensure smooth and timely deliveries
• Booking in inbound freight with warehouse
• Updating internal systems to reflect delivery quantities

Warehouse management

Support the Head of Retail Operations with day-to-day warehouse management, including:

• Ensuring visibility of inbound deliveries
• Booking in deliveries with warehouses
• Tracking 3PL performance against KPIs
• Prioritisation of orders / communication with Sales to ensure no surprises
• Ensuring invoicing accuracy and support Finance team with any queries

Retail Customer Service

• Supporting external Customer Service team across B2B / B2C enquiries
• Responsible for B2B customer service, ensuring customers are supported and issues with orders (deliveries, invoicing, returns) are dealt with in a timely manner
• Support on B2C customer service, managing backend: resends, refunds and liaising between the warehouse and Customer - Service agency to ensure smooth process and timely turnarounds

Support with projects as required

Knowledge, skills and experience

• Strong attention to detail
• Organised and efficient, with ability to work on multiple tasks at the same time
• Proactive attitude and good initiative
• Curious, with an appetite to learn new skills, and a natural problem solver
• Strong communication skills
• At least one year of work experience, ideally in an Operational role within retail, publishing, eCommerce, logistics or customer service
• Working knowledge of Excel (and full MS Office)
• Experience working with project management / inventory management / warehousing systems a plus, but not essential

What you’ll get from us…

• To work with a diverse team of brilliant minds!
• A culture focused on growth & personal development
• £500 per year learning budget
• Hybrid working model with 2 days work in our office on Chancery Lane & use of other office spaces in the group
• Use of office gym, classes & sauna
• 25 days holiday + bank holidays
• Up to 5 days per year unpaid holiday
• 1 extra holiday day per year of service (after 2 years service, capped at 3 additional days)
• Copies of all our newly released books
• Participation in The School of Life personal development sessions
• Enhanced Maternity pay
• Socials & Lunches

The School of Life is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, gender identity or sexual orientation.

Application process:

Deadline for applications 5pm, Friday 6th June. Please send a cover letter with your CV, including a short overview of why you would like to work for The School of Life.

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please make sure that you state in your application that you found this role via Creative Access.