Digital Operations Coordinator EMEA

Michael Kors is always interested in hearing from talented globally-minded individuals with a passion for fashion.

If you enjoy working in a creative fast-paced environment then we would love to hear from you!

Job Title:
Digital Operations Coordinator EMEA

Location:
London

Reporting to:
Assistant Manager Digital Operations EMEA

We have an exciting opportunity at Michael Kors for a Digital Operations Coordinator EMEA based in our London office:

Department overview:

Established in 2016 the Digital department has undergone rapid expansion as it strives to deliver an aggressive roadmap alongside equally aggressive revenue aspiration. The team currently manages eight localized transactional websites servicing 56 countries (and growing) including UK Germany France Spain Italy Australia Singapore India South Africa and more.

Digital plays a critical role in our growth strategy with ambitious plans to enhance customer experience drive operational excellence and accelerate online performance. Were looking for an Ecommerce Operations Coordinator to join our growing team and help ensure a seamless customer journey across all digital touchpoints.

Who You Are:

You are an organised and detail-oriented individual a natural problem solver with a passion for ecommerce and customer experience. You thrive in a fast-paced environment enjoy solving problems and are confident in managing multiple priorities bringing meticulous attention to detail to everything you do. You have strong numerical and analytical skills and enjoy digging into data to get to the root cause of an issue.

Proactive and collaborative you build strong relationships across teams and take ownership of your work always looking for opportunities to improve processes and deliver the best possible customer experience.

What Youll Do:

As Ecommerce Operations Coordinator youll play a key role in the day-to-day running and optimisation of our ecommerce business. Working closely with teams across Digital Customer Care Logistics Retail Technology Payments and Loss Prevention youll help ensure our websites and operational processes are running efficiently and delivering an exceptional customer experience.

Youll be responsible for monitoring site performance coordinating operational activity supporting trading events and promotions identifying opportunities for improvement and helping drive operational excellence across our global ecommerce platforms. You will have a key focus on revenue retention and loss prevention working with all teams to ensure a safe shopping experience and to protect the business from fraudulent activity through payment platform Ai tools and product/ shipping channels

This is an exciting opportunity for someone who enjoys problem-solving thrives in a fast-paced environment and is passionate about delivering best-in-class ecommerce experiences.

• Support the day-to-day operation and optimisation of our global ecommerce platforms ensuring a seamless customer experience across all markets.
• Monitor website performance and customer journeys proactively identifying investigating and escalating issues where required.
• Act as a key point of contact between Digital Customer Care Logistics Retail Technology and external partners.
• Coordinate the operational delivery of key trading events campaigns promotions and seasonal sales.
• Support website updates releases and enhancements through accurate briefing QA testing and validation.
• Produce regular reporting and analysis identifying trends opportunities and areas for improvement using AI tools where relevant.
• Collaborate with internal teams and third-party providers to resolve operational fulfilment and payment-related issues.
• Create and maintain operational documentation processes and best practice guides.
• Support loss prevention efforts including handling disputes and chargebacks to protect the business from fraudulent activity.

Youll Need to Have:

• 13 years experience in Ecommerce Operations Digital Operations or a similar ecommerce role ideally within fashion lifestyle or retail.
• Experience working with multi-market localised ecommerce websites.
• Strong understanding of ecommerce operational processes including fulfilment customer service payments and returns.
• Experience working cross-functionally with technology logistics customer care and commercial teams.
• Experience working on social selling marketplace or concession partners
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• Experience using AI tools to support data analysis and reporting.
• Excellent communication organisation and stakeholder management skills.
• Experience using ticketing and project management tools such as Jira Asana or similar.
• Experience supporting QA/UAT testing and issue resolution.
• Experience with loss prevention processes such as dispute and chargeback handling is highly desirable.

Wed Love to See:

• Enthusiastic and proactive approach with demonstrated ability to work in a fast-paced self-starter environment.
• Team player with a…