27 March 2011 21:06pm
Hi there helpful people,
We are a small online retail brand who have run out of patience with our antiquated e-commerce platform. The front end website has progressed enormously in recent years but the platform behind it no longer keeping up and needs to be replaced by something fit for purpose.
My main question is; who would typically be responsible for sourcing and implementing such a system? We are a small company so have no internal IT department. We have a Head of E-commerce, who is responsible for everything front-end online currently - online acquisition including all campaigns, online conversion including web development, user experience, analytics etc.
We also have a Head of Service Delivery, who is currently looking after the external supplier who supply our back-end e-commerce system, i.e. the customer and order database and payment system. This person also looks after logistics and warehousing/despatch. This person also looks after our internal IT, and the external company who we contract to do our IT support and networks.
These two individuals seem the most likely candidates to source and implement this system. However, this is a SYSTEM and the Head of E-commerce role is not a systems role. Also however, all of the requirements for the system come from the Head of E-commerce, who defines how we service our customers online.
We are really stuck on where this project lies, and where the ongoing development and maintenance of the system lies. Is this e-commerce? Is this IT? Is this service delivery? Is this something else?
Would be really grateful for any thoughts and experience you can offer.
Technical Project Manager (MBA, MBCS, CITP, CEng) at Naxtech.com
28 March 2011 08:38am
In my view this is something for 'all of the above': IT, ecommerce and service delivery. I understand that you have no IT department but I think someone technical would add to the discussion between the existing 2 people. And I think those 3 people between them would be able to find the right path to follow.
In short, the main stakeholders of this "project" should be involved from the very beginning to formulate the migration strategy going forward.
Does this help at all?
Web technology professional at Bitcala.com
28 March 2011 09:45am
Just to add to Denis' point above - I think that the best way forward would be a project leader (or 'champion') who is responsible for meeting the needs of the stakeholders and commissioning.
Additionally, some organisations solve the semantic issues by making a department called "Web Operations" which can include both front-end e-retail teams and the necessary IT support function too.
Hope this helps a little.
CEO at Econsultancy
04 April 2011 10:05am
I'd have a look at our "Managing Digital Channels Best Practice Guide" (at http://econsultancy.com/reports/managing-digital-channels-best-practice-guide) for a lot more depth on team structures, governance etc.
However, I'd normally say that the 'Head of E-commerce', or equivalent, would be in charge of this and that person who have skills across marketing, IT, service delivery etc. It sounds to me like your Head of E-commerce is actually more like a Head of Digital Marketing?
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