Head of E-Commerce Operations (15 month FTC)

Deckers; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Head of E-Commerce Operations to lead their multi-brand eCommerce business in EMEA. This pivotal role involves managing all operational processes, enhancing customer experiences, and driving growth strategies across various markets. The successful candidate will inspire a dynamic team, oversee critical financial processes, and partner with logistics to ensure fulfillment excellence. If you are passionate about eCommerce and ready to make a significant impact in a collaborative environment, this opportunity is perfect for you.

Benefits

Competitive Pay and Bonuses

Generous Discounts

Volunteering Opportunities

Growth and Development Programs

Hybrid Working Environment

Qualifications

• Proven experience in eCommerce operations and fulfillment roles.
• Strong project management skills with a focus on quality and deadlines.

Responsibilities

• Manage eCommerce operations and drive continuous improvements.
• Oversee fraud management and payment processing activities.
• Lead the eCommerce team to ensure high performance.

Skills

eCommerce Operations

Fraud Analysis

Data Analysis

Project Management

Team Leadership

Job description

Head of E-Commerce Operations (15 month 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.

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.

The Role:

As the eCommerce Operations Manager, you will be at the forefront of our multi-market, multi-brand eCommerce business in EMEA. You will manage all eCommerce operational processes and related projects to deliver world-class experiences for our customers. By gaining expert knowledge of Deckers' eCommerce operational architecture, you will drive continuous improvements, establish requirements for larger projects, monitor and enhance existing processes, oversee fraud and payment activities, and report on key performance indicators.

Your Impact:

• Contribute to the eCommerce growth strategy across all brands and EMEA markets.
• Lead and manage the eCommerce team, ensuring smooth operations and high performance.
• Monitor, report, and enhance transactional and post-purchase workflow activities on all Deckers European websites.
• Oversee the eCommerce transactional workflow, including fraud management, payments processing, and chargeback activity.
• Partner with Logistics teams to ensure high fulfilment rates, low cancellation rates, and consumer service promises are met on returns/deliveries.
• Instigate and oversee projects that improve eCommerce operational processes within Europe.
• Manage relationships with third-party vendors and services, including Payment Service Providers and Fraud Vendors.
• Drive the checkout user journey and make recommendations for improvements on customer experience, messaging, delivery methods, and payment types.
• Oversee eCommerce financial processes, ensuring continuous resolution of open balances, spotting trends, and bug errors in charges, monthly reconciliation, and disputes.
• Champion the ‘Deckers Way’ values to ensure they are at the core of our business.

Who You Are:

• Inspirational leader
• Demonstrates high levels of emotional intelligence
• Motivated by challenge and thrives on taking calculated risks
• Dynamic, energetic and forward thinking
• Has a real personal and professional impact

We would Love to Hear from People with:

• Experience in an eCommerce fulfillment role overseeing a team
• Passionate about consumers and eCommerce with proven experience in eCommerce operations.
• Experienced in fraud analysis, basket analysis, and payments within an eCommerce system.
• Skilled in data analysis, trend detection, and implementing corrective plans.
• Strong project management skills with a proven ability to deliver high-quality, on-time, and on-budget projects.
• Experienced in managing and negotiating with external vendors.

What We Will Give You:

• Competitive Pay and Bonuses - We’ve created a variety of competitive compensation programs to foster career development, reward success and to show our employees just how much they’re valued.
• 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.