E-commerce Operations Coordinator

Hermès; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Hermès is seeking an E-Commerce Operations Coordinator on a 12-month fixed-term contract. The successful candidate will contribute to data analysis, manage logistics incidents, and handle payment operations while ensuring a client-centric approach. Ideal candidates will have experience in e-commerce operations or data analysis, excellent Excel skills, and the ability to work under pressure.

Qualifications

• Expert Excel user, able to analyse and manipulate data.
• Prior experience in E-commerce operations or as a Data Analyst.
• Strong interpersonal skills and ability to work under pressure.

Responsibilities

• Manage data analysis and reconciliation for client purchase history.
• Handle delivery and return incidents with transport partners.
• Process manual debit and refund operations.

Skills

Data analysis

Client centric mindset

Problem solving

Team player

Numerical proficiency

Organised and agile

Attention to detail

Education

Experience in E-commerce operations

Experience as a Data Analyst

Tools

Excel

PowerPoint

Magento

Adyen

Cegid

SAP

Job description

We are recruiting for an E-Commerce Operations Coordinator to join Hermès GB, on a 12 month fixed term contract.

Key Responsibilities

Data analysis and reconciliation

• With an omnichannel approach, collect, organise and study data about the client's purchase history to provide business insight.
• Using our IT tools, identify and report any purchasing behaviour that does not respect the values and policies of the company.
• Compare, verify, and harmonise data sets from multiple sources or systems to ensure consistency, accuracy, and completeness.
  
  

Management of transport, logistics and information system incidents

• Follow up and manage delivery and return incidents with our transport partners and Logistics team, resolve complaints and delivery disputes.
• Handle manual requests for shipments, pick-ups, etc.
• Identify and report anomalies in e-commerce information systems.
  
  

Payment and fraud

• Carry out manual debit and refund operations.
• Track outstanding payments and blocking payment statuses.
• Manage and resolve chargeback disputes, process claims.
  
  

Omnichannel projects

• Generate omnichannel services report and track the related service performance.
• Coordinate with the retail stores teams to provide the best shopping experience to customers.
  
  

Key Competencies

The ideal candidate will be an expert Excel user, able to analyse and manipulate data and formulas whilst coaching the team to do the same. They will be a great team player, approachable, kind and pragmatic. As this role encompasses operations and client communication, we are looking for someone who is has a client centric mindset whilst being able to deliver at pace to key deadlines, with meticulous attention to detail.

• Prior experience within E-commerce operations or as a Data Analyst with experience analysing business data, or in a comparable role such as a Finance Analyst.
• Organised and agile
• Be curious, proactive and creative in their approach to problem solving
• Analytical mindset: strong numerical proficiency
• Ability to analyse and interpret operational metrics
• Ability to work independently and keen sense of priorities
• Advanced skill in Excel and PowerPoint
• Good command of Outlook, knowledge of Magento, Adyen, Cegid and SAP being a plus
• Strong team player, with great interpersonal skills and a humble spirit
• Professional with ability to work efficiently and accurately under pressure
  
  

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"