E-Commerce Operations Team Leader (15 Months FTC)

DECKERS; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A global lifestyle brand in London is seeking an E-Commerce Operations Team Leader. The role involves overseeing e-commerce transactions, leading a team, and ensuring compliance with service level agreements. Candidates should have experience in customer service leadership and a strong understanding of e-commerce operations. The position offers a hybrid working model and various employee benefits including extensive holiday and professional development opportunities.

Benefits

27 Days Holidays + Bank Holidays

Flexible Working Environment

Employee discounts and perks

Growth and Development opportunities

Qualifications

• Prior experience leading a team in customer service.
• Understanding of E-Commerce operations and transactions.
• Proficient in Microsoft applications.

Responsibilities

• Manage the E-Commerce operations team.
• Ensure orders flow smoothly and user satisfaction.
• Report on fraud trends and authorization rates.
• Liaise with warehouses for seamless operations.

Skills

Team leadership

Stakeholder management

E-commerce market understanding

Collaboration skills

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Overview

E-Commerce Operations Team Leader (15 months FTC)

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported, as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

The Role

As an E-Commerce Operations Team Lead, you will oversee a team responsible for the day-to-day operational side of E-Commerce transactions. You will assist with processing manual refunds and creating site credits, while ensuring all are handled within Service Level Agreement (SLA) timeframes. You will oversee the processing of order cancellations requested by the warehouses and manage the creation of dispute documents in order to defend chargebacks.

The ideal candidate will lead with compassion and demonstrate behaviours aligned with Deckers values. You are also passionate about consumer and E-Commerce trends.

Your Impact

• Manage the team, including team planning and forecasting
• Ensure orders flow through the system and SLAs are met
• Manage and report on fraud trends, chargebacks and payment authorisation rates
• Create and report on coupon codes
• Liaise with the warehouses and third party systems to ensure smooth operations

Come As You Are

We celebrate diversity of your background, your experiences, and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can come as they are. We believe that when we bring our different perspectives to work, we are truly better together.

Who You Are

• You enjoy leading a team
• You're comfortable with challenging stakeholders
• You understand the E-commerce and Consumer markets
• You are collaborative and can work with different levels in the business

We Would Love to Hear from People With

• Prior experience leading a team, ideally within a customer service environment
• An understanding of E-Commerce operations and transactions
• Proficient in Microsoft applications, with advanced skills in Excel and PowerPoint

What We Will Give You

• 27 Days Holidays + Bank Holidays & some time away from work - on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
• Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community-based programs, we offer a variety of cool extras.
• Growth and Development - Deckers Brands was built on the idea of pursuing passion. That's why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme
• Hybrid & Flexible Working Environment

Equal Employment Opportunity

Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.