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Retail Project Manager

Job Reference: 00799097
Date Posted: 03 January 2019
Employer: Ladbrokes Coral
Location: Stratford
Salary: Market Rate
Sector: Call Centre / Customer Service
Job Type: Permanent
Closing Date: 03 March 2019

Job Description

Role Purpose

The Retail Project Manager role is a cornerstone of Central Operations, with the team respected across the business for consistent delivery of a wide range of projects, including new product development, process and procedure improvement, regulatory compliance and everything in between. Critically this respect is driven from how activity is delivered, as the team are collaborative and inclusive in their ways of working.

The Retail Project Manager (Omni Channel) will work on a variety of projects, ensuring they are delivered on time, on budget and on brief, with a bias towards Omni Channel projects & deliverables. In addition, the successful candidate will also have a number of Omni Channel operational deliverables which need to be delivered on an ongoing basis.

Critically for both change and BAU activity, they will also be responsible for ensuring the effective implementation through working closely with the Retail Communications Team to deliver clear, concise and timely internal communications for all activity.

Key Responsibilities

Project Management

  • Identify and receive appropriate retail project mandates in line with agreed business strategy and needs
  • Develop comprehensive business cases for change, identifying risk, benefit, cost and timescale analysis – gaining required support & securing funding where appropriate
  • Ensure every project is planned and phased with the annual Retail Plan, aligned with any pre-existing activity
  • Establish appropriate benchmarks against which projects can be assessed
  • Ensure projects are effectively communicated through their development and into execution & implementation
  • Manages all projects to deliver agreed outputs, ensuring they remain aligned to business strategy, are within the original scope and on target
  • Manages both internal teams and external partners to deliver project obligations to time and to budget by developing relationships with all key stakeholders
  • Procure the most cost-effective and competitive solutions
  • Ensure appropriate handover of project outcomes to BAU environment and completion of project post evaluation using agreed KPI’s
Omni Channel Operational Deliverables
  • Work collaboratively with Omni-Channel New Product Development team(s) to ensure key development releases are on the Retail Plan and supported by a robust communications plan to maximise opportunities
  • Product owner for colleague and customer Omni-Channel journeys, ensuring our colleagues and customer journeys are at the heart of any new product development
  • Ensure colleague engagement and understanding of Omni Channel objectives remains a focus throughout the year through regular communications touchpoints and maintaining a content rich Omni Channel intranet space
  • Work with Product and Marketing teams to ensure Omni Channel proposition features as a key part of Marketing messages to customers
  • Analyses performance trends within Omni-Channel metrics and designs initiatives / projects which will address any opportunities or under-performance
  • Work with BI & Payroll to ensure the reward payments are paid to our retail colleagues in a timely manner and manage any queries linked to costs and payments
  • Is point of contact and expert knowledge for Retail Operations for all Omni Channel matters (in-shop functionality, mobile apps and in-shop to digital customer journey)
Qualifications and Educational Requirements

There are no specific qualifications or educational requirements for this role, as success in the role will depend more on an ability to influence, to effectively communicate and to ultimately deliver the plan.

The above said, clearly qualifications in Project Management (PRINCE/AGILE/etc) are beneficial and demonstrate at least a theoretical understanding of project management. A background working within across multiple channels (in-shop, digital) would also desirable. However these are not requisite.

Great attention to detail is a must in this role, as are excellent communication, planning and negotiation skills, alongside experience of budget control and the ability to bond well with others as a team player.

Specialist Skills and Experience Required
  • Skilled in project management and associated disciplines
  • The ability to have a strong impact and influence key decisions
  • Experience working within an Omni-Channel environment; understands how this model is beneficial to the business and our customers
  • Excellent communication skills verbal, facing and written
  • The ability to influence, motivate and lead, ensuring deadlines are met
  • Ability to plan and lead multiple projects
  • Able to build strong effective business partnerships
  • Communicates persuasively in a range of challenging situations
  • Understand the impact of any given project on the overall betting shop experience
  • A rounded knowledge of betting, racing and sports 
  • Ability to compare & contrast competitor propositions and form recommendations
  • Create contingencies in the face of projects not running to plan
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