Senior E-commerce Operations Executive

Harrods; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A luxury department store in the United Kingdom is seeking a Senior eCommerce Operations Executive to ensure operational excellence across digital channels. The role involves delivering a seamless online customer experience, managing issues, and using insights to enhance the customer journey. The ideal candidate must possess strong leadership skills, analytical capabilities, and a customer-focused mindset. The position offers abundant opportunities for career growth within a friendly environment.

Qualifications

• Ability to build trusted relationships across all levels of the business and with external partners.
• Strong customer focus with a proven track record of upholding outstanding customer experience.
• Adaptable and flexible, thriving in changing priorities.

Responsibilities

• Ensure operational excellence across digital channels.
• Drive adoption of new processes across various departments.
• Manage issue resolution impacting operational SLAs and customer experience.

Skills

Leadership and management skills

Analytical skills

Customer focus

Proficiency in Microsoft Office

Knowledge of Power BI

Job description

About the Role

As a Senior eCommerce Operations Executive at Harrods, you will play a pivotal role in ensuring operational excellence across our digital channels. This position focuses on delivering a seamless online customer experience by meeting and exceeding operational SLAs, driving continuous improvement, and collaborating with internal teams and third-party partners. You will be instrumental in managing issues, leveraging insights to enhance the end-to-end customer journey, and supporting initiatives that enable growth in online sales.

• Build strong relationships with Harrods’ third‑party partners, aligning priorities and resolving issues to improve performance against operational SLAs.
• Provide clear reporting to key business areas (Supply Chain, Customer Service, Finance, Digital, Retail) on SLA performance and improvement levers.
• Manage issue resolution for any factors impacting operational SLAs and customer experience.
• Use data insights and analysis to identify potential issues, propose solutions, and deliver improvements across the customer journey.
• Drive adoption of new processes across customer service, fulfilment, returns, packaging, carrier experience, and customer communications.
• Bring a creative approach to problem‑solving and a continuous improvement mindset, always seeking ways to enhance processes and deliver exceptional results.

Qualifications

• Excellent leadership and management skills, coupled with the ability to build trusted relationships across all levels of the business and with external partners.
• Adaptable and flexible, thriving in changing priorities while leveraging strong analytical skills and a data‑driven approach to inform decisions.
• Proficiency in Microsoft Office and a good working knowledge of Power BI.
• Strong customer focus, with a clear understanding of what constitutes an outstanding customer experience and a proven track record of upholding it in every decision.

Harrods is one of the world’s leading luxury department stores

Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

Our Promise to You

Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

If you want to know more about life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.