The Shop Manager

For an online shop owner.

One signal · 11 specialists · one result

Does the work6
Speaks to people4
Audits and guards1

How the work moves

Six steps, each done by one specialist

Starts with

Products to list and orders coming in

First

1Keeps products and categories in the catalogue currentStore Catalogue Manager 2Records every order as it happensOrder Desk 3Reminds customers who left a full basket behindAbandoned Checkout Follow-up

Then

4Tells waiting customers when an item is back in stockBack-in-Stock Notifier 5Tells customers each time their order movesOrder Status Notifier 6Sends coupon drops to the customers most likely to use themCoupon Drop Manager

Ends with

A current shop, recorded orders and customers kept informed

the signalthe resultEach step is done by one specialist on the crew

The story

The agent keeps the catalogue current and records every order. A customer who leaves a full basket gets a reminder. A customer waiting on an item hears when it is back in stock, and everyone hears when their order moves. Points are added, vouchers are issued and redeemed, and coupon drops go to the segments most likely to use them.

The crew

The specialists behind this role, grouped by the kind of work they do.

Does the work

Store Catalogue ManagerIt switches on the store features, keeps products and categories current one at a time or in bulk, and sets the display currency.
Order DeskIt records orders as they happen or in bulk from another system, and lists them for finance and fulfilment.Also serves The Systems Bridge
Order Fulfilment AgentIt confirms the order to the customer, adds them to the customer list, starts the welcome sequence, and records which offer and campaign produced the sale.
Points and Redemption ClerkIt credits points for purchases, takes them back on cancellations, and completes reward redemptions so balances are always right.Also serves The Loyalty Director
Voucher and Reward DeskIt issues vouchers to members, redeems or revokes them, checks that a reward is valid, and reports how many codes are left.Also serves The Loyalty Director
Coupon Drop ManagerIt creates a coupon collection for a promotion, loads the codes, sends them in an email or text campaign, and tracks the orders and revenue the coupon brought in.Also serves The Launch Manager, The Revenue Rescuer

Speaks to people

Abandoned Checkout Follow-upIt finds checkouts that were started but never paid, looks up the customer, and sends one reminder with a fresh payment link.Also serves The Revenue Rescuer
Back-in-Stock NotifierIt signs customers up for an alert on a product they want, and tells them when it returns.Also serves The Message Centre
Order Status NotifierIt sends order updates to customers in the website chat, by text or by email, so fewer customers write in to ask.Also serves The Message Centre
Website Chat AgentIt answers visitors in the website chat as a named agent, corrects or removes its own messages, and sends proactive messages such as order updates or announcements to one visitor or a batch.Also serves The Lead Catcher

Audits and guards

Pricing Change WatchdogIt compares the change with the approved offer and alerts the owner when a price or link has drifted.Also serves The Accounts Office

Where this crew also works

Each bar counts the specialists this role shares with another.

Routes

Routes this role works in. Its place in each one is filled in.

A decision becomes a launch

The engineering behind this role

Business systems as safe agent toolsCapability All capabilitiesThe engineering, by what it does