Icebreaker: Senior Ecommerce Operations Coordinator

Full job description - Join the icebreaker family. Icebreaker is a brand focused on natural alternatives and sustainability, proudly ensuring 95 % of fibers are natural or plant‑based. We are looking for a Sr. Coordinator to help manage and continuously improve North American e‑commerce operations, ensuring consumer satisfaction and operational excellence.

• Own regional e‑commerce trade reporting – preparing and sharing daily, weekly and monthly reports.
• Track and analyze operational KPIs such as customer satisfaction, NPS, case resolution time and shipping lead time.
• Support day‑to‑day management of the website, ensuring it is operational and continually optimized (payment, delivery, order flow, etc.).
• Monitor order accuracy and return rate, collaborating with cross‑channel teams to uphold consumer satisfaction.
• Use sales and consumer behaviour data to partner with the Sr. Demand and Inventory Planner on low and soon‑to‑be out‑of‑stock items and negotiate inventory transfers.
• Own regional consumer data privacy policies and procedures with support from VF Central teams.
• Serve as the primary contact between the e‑commerce team and other functional teams (customer service, distribution centre, supply chain, legal, technology, etc.) to enhance website performance and meet business objectives.
• Work closely with US and Canadian e‑commerce customer service teams to identify pain points and recommend actions to reduce customer service interactions.
• Collaborate with operations to ensure in‑stock rates and protect inventory levels.
• Partner with technology to act as the regional champion for features and initiatives; provide business cases, requirements and lead end‑to‑end regional projects.
• Coordinate user acceptance testing and post‑launch monitoring for new features, campaigns, promos and seasonal launches.
• Coordinate with regional teams to implement changes on the website to improve customer service and distribution centre processes.
• Analyze return reports and post‑transactional surveys to identify trends in product quality, descriptions, user flow, payment processes, etc., and recommend corrective actions to reduce return rate.
• Diagnose operational pain points and work with stakeholders to implement solutions driven by KPI success.

Success involves expert knowledge of daily website functions and the impact of external teams on consumer satisfaction. Key KPIs include increasing NPS and consumer satisfaction, ensuring order accuracy, decreasing return rate, and maintaining inventory rates throughout the seasonal cycle.

• Minimum of 3 years of e‑commerce experience in a trading environment.
• Prior experience with e‑commerce platforms (SFCC desirable but not required).
• Effective communication skills and ability to work collaboratively.
• Continuous improvement mindset and strong time‑management skills.
• Self‑motivated, proactive, and a self‑starter.
• Proficiency in Microsoft Office, especially Excel.
• Understanding of GA360/GA4.
• Formal education and postgraduate degrees are a plus but not required; experience is the primary criteria.

• Setting and committing to long‑term business objectives based on industry intelligence, market drivers and brand values.
• Using market insights and data to optimally adjust business strategies.
• Approaching challenges as opportunities and driving sustainable growth.
• Managing an e‑commerce business end‑to‑end.

At VF, we value a diverse, inclusive workforce and provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to a wide range of protected characteristics. VF will accommodate qualified individuals with disabilities to the extent required by applicable law. VF will also consider qualified applicants with arrest and conviction records in compliance with the San Francisco Fair Chance Ordinance.

• Hiring range: $56,160.00 - $70,200.00 USD annually.
• Additional compensation potential: annual incentive plan, sales incentive or commission.
• Comprehensive benefits covering mental, physical and financial well‑being.