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E-Commerce Operations Executive

  • Department: Customer Service
  • Location: Hammersmith
  • Job type: Full Time
  • Contract Type: Permanent
  • Job reference: JRS54

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The E-Commerce Operations Executive will be responsible for driving continuous improvement in the customer / user experience across all operational areas.  You will work with product owners, project managers and suppliers to ensure we have the systems, processes and information required to achieve this.

Principal Accountabilities

  • Take full ownership for key activities and projects; scoping out the associated work, stakeholders and required resources, whilst managing the timeline against key milestones
  • Drive project work and conversations to ensure all key activities and projects are delivered on time, whilst communicating roadblocks until they have been resolved
  • Take ownership for communicating progress/updates/challenges for key activities and projects to key stakeholders within the team
  • Manage stakeholders (Project Managers/Business Owners) relationships effectively to ensure they are clear on the status of any Customer Operations actions/challenges/progress for any business wide projects
  • Train, coach and develop new Operation Assistants to understand and take ownership for the relevant processes and systems
  • Prepare meaningful, concise, and clear proposals and/or updates to drive business change/improvements
  • Facilitate workshops and review data to identify opportunities for continual improvement
  • Detail requirements by journey mapping and scoping the optimum customer and employee experience
  • Organise and lead the thorough testing of any new systems, processes or training material to ensure the solution is fit for purpose, and defects or issues can be resolved before roll out
  • Organise, prepare and review training content and material with the customer / user viewpoint in mind
  • Lead change management such as the implementation of new systems or ways of working, and monitor until this change becomes business as usual
  • Proactively identify performance gaps and highlight potential solutions to improve the quality of service given to our customers
  • Support the Operations Assistants to generate engaging and action focused reports to share with the team and our stakeholders
  • Own the continual improvement of processes; ensuring they are up to date, efficient, fit for purpose, clearly documented, and communicated to the relevant teams
  • Develop and maintain excellent working relationships with key contacts across the business such as IT, Buying, Fulfilment, Content, Trade, and UX as well as external contacts such as Farfetch, Zendesk and Brand / Fulfilment Partners.

Other

Travel to multiple Harrods office locations (Knightsbridge, Hammersmith, Thatcham) will be required.

Key Performance Indicators (KPI’s)

  • Support the Customer Service Team and other operational stakeholders to deliver KPIs where applicable:
    • CS Call performance
    • CS Ticket response and resolution time in line with quality targets
    • Speed of sending
    • Return processing
    • Cancellations

Harrods Values

At Harrods, we ask everyone to believe in the Art of the Possible, to challenge the conventional view of what is possible and turn delivery into an art form. Our brand needs us to be Master of Luxury, Experts of Exceptional and Creators of Magic, As brands are made by people, our people have a really important role to play.

We have five employee values that show us the way; We take pride, We Strive to Exceed, We are One, We are Human and We Build Trust. These values are the behaviours and ways of working that we attach the most importance to at Harrods. We use our values to illustrate how we want to be with each other, with customers, with suppliers and other stakeholders.

Personal Profile

  • Experience of supporting customers in a luxury environment
  • Possesses an understanding of what makes an excellent online customer experience
  • Ability to thrive in a collaborative, results-oriented environment
  • Strong organisational and time-management skills (including the ability to multi-task), which deliver work that meets quality standards within deadline
  • A team player who can develop and maintain trusted relationships with all levels in and outside of the business
  • Excellent communication skills, both written and verbal, with the ability to communicate “up” confidently and appropriately
  • Strong attention to detail with emphasis on accuracy
  • Highly analytical with excellent problem solving and numeracy skills, ability to use data to pull together a story
  • Flexible and ready to adapt to changing priorities
  • Excellent PC skills: - fully adept with all Microsoft packages and Visio [Excel – minimum intermediate level]. Aptitude to learn other applications
  • Excellent presentation skills with the ability to confidently tell a story, lead workshops; provide training; share information and engage the audience in a group or individual setting
  • Experience of coaching colleagues and providing feedback to drive improvements in performance

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