Head of Supplier Service

at  AO World

A FEW THINGS ABOUT YOU

It goes without saying you will have experience across procurement processes, contract management, supplier evaluation and risk assessment, but what else needs to stand out:

• Relationships and connections are key, you’ll be working closely with internal teams and suppliers, so effective communication and challenge is important
• Strong analytical skills are essential for interpreting data and driving meaningful actions to improve supplier performance and customer satisfaction.
• You’ll be ahead of the game on innovation, having insight on customer and supplier trends
• We’re looking for someone who enjoys rolling up their sleeves, meeting with suppliers, and working collaboratively to tackle practical challenges.
• You’ll collaborate with our legal team to draft supplier SLAs and agreements, so strong written communication is a must

A BIT ABOUT US

When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).
We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.

ABOUT THE ROLE

Our Supplier Services team, are all about building strong relationships with our suppliers, to fully support AO’s commitment to exceptional customer service, in line with contractual obligations. You’ll be working in partnership with our Trading team, being a crucial link between our business and our suppliers, focusing on continuous improvement, process enhancement and cost management.We know we work better when we’re together, so all our AOers come into the office Monday - Friday. We collaborate more easily, have continual conversations, we’re more creative and give better support and all this makes us more motivated and even better at what we do

HERE’S WHAT YOU CAN EXPECT TO BE DOING

• You’ll define and oversee the way we work with our suppliers, ensuring they align with and meet AO’s high standards for customer service whilst managing cost and risk
• Ensure service level agreements are in place and work with the Trading team to on board new suppliers and establish new SLAs. Your goal is to create and document standard terms for various categories, focusing on issues like faults and damages
• Define key performance indicators (KPIs) and ensure suppliers meet these standards and contractual obligations
• Regularly review and host performance meetings with suppliers, with the aim to continuously improve service standards and manage contractual performance.
• Identify risks and themes, for example packaging analysis, working with suppliers to find solutions
• Use data and insight to enhance our customers experience, working closely with all teams across AO to gather insight and work with suppliers to align and improve processes
• Working closely with our logistics leadership team, identifying opportunities to improve service standards
• Working across the AO group on projects focused on reverse logistics, supplier collaboration and continuous improvement
• Closely working with our recycling team, as a liaison for selling recycled materials back to suppliers.
• Supporting our Elek Direct business
• Supporting reverse supply chain efficiencies.