Digital & Marketing

E-commerce operations manager

E-commerce Operations Manager - Luxury retailer - Paris

One of the most exciting luxury retailer based in Sydney is looking for an E-commerce Operations Manager to define the global ecommerce Operations strategy in close collaboration with the Head of Online and CEO


This luxury brand has made a huge impact globally thanks to their high quality products and today they are looking for someone to resolve performance issues pertaining to ecommerce business. With expansion in mind for the coming year they are investing heavily in their staff.

About the E-commerce Operations Manager

Reporting to the Head of Online this role will work closely with internal business units & external partners to scope, execute and measure large scale digital initiatives.

-Manage and improve the end-to-end structural and operational business processes that drive the customer service function

-Develop the standard for customer service working with Retail and the Customer Service Manager as well as continuously mentor team members

-Proactively drive the continuous development and improvement of our eCommerce fulfilment operation

-Identify and execute on other key structural and technology innovations which will support scaling the website to achieve its financial targets

-Write clear RFT documents for potential external partnerships, conduct tenders and fully manage the integration with the existing business and systems

-Manage and document the business requirements for internal, cross functional education

-Prepare project budgets and timelines and track accordingly

-Develop strong communication briefs for internal teams to ensure seamless integration and success of projects

-Manage external stakeholder relationships and hold people accountable

-Deliver projects impacting multiple business units ensuring an effective and efficient ROI

-Closely collaborate with external development agency to create backend and frontend solutions

-Work hand in hand with the Retail team to ensure that customers have a seamless experience regardless of the purchase or communication channel

-Continuously improve the Online packaging and ensure a cost-efficient supply of goods around the globe

-Monitor Operations KPIs and build extensive reporting to spot issues as soon as they occur and to be able to have tangible and quantifiable data to back up strategic decisions

-Manage the Online Fulfilment and Customer Service teams

-Create team capacity forecasting to efficiently and effectively roster team members and highlight peak periods to avoid service level degradations

-Ability to discuss and recommend emerging digital trends and ensure that the website is one step ahead of the pack


-To promote and uphold the non-negotiable standards of the OH&S policy and act at all times

-To ensure any incidents related to OH&S are reported in an appropriate timely manner


-Minimum of bachelor's degree in business administration or similar course

-Strong background in operations management in an eCommerce environment, specifically customer service and fulfilment

-Strong project management methodology/framework experience

-Highly organised with the ability to keep multiple balls in the air and to deconstruct complex activities into their component parts, track those parts, and manage the activities to completion

-A team player who has a sincere willingness to place the team above themselves

-The ability to work cross-functionally, build partnerships and share knowledge

-Must be an agent of change within the business promoting best practice delivery

-Ability to manage teams in Australia and in different time zones

-High analytical skills including advanced knowledge of Excel

-Knowledge of Zendesk and Magento preferred

Interview dates: ASAP

If this E-commerce Operations Manager role interests you, please click the 'Apply' button and submit your CV


Aurelie Singvongsa

If this E-commerce operations manager role interests you, please click the ‘Apply’ button and submit your cv with your portfolio and quote reference 56075/001.