E-Commerce Operations Coordinator

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23,200 people worldwide. Driven by its entrepreneurial spirit and high standards, Hermès fosters individual freedom and autonomy through responsible management. The company preserves exceptional know-how through strong territorial roots that respect people and resources. Sixteen artisanal métiers support the house\’s creativity, with collections presented in nearly 300 stores globally.

Hermès GB Limited is a subsidiary of Hermès International, operating with over 250 employees from its London headquarters and ten stores across cities like London, Dublin, Glasgow, and Manchester.

Hermès offers a unique working environment characterized by close relationships, humility, and a collective drive for success. The company values excellence, goodwill, personal achievement, commitment, and passion, fostering an atmosphere of continuous learning, curiosity, and innovation.

Our core values are People, Passion, Personality, and our exceptional Product.

We are excited to invite applications for the role of E-Commerce Operations Coordinator at Hermès GB, on a 12-month fixed-term contract.

Key Responsibilities

1. Data analysis and reconciliation

• Collect, organize, and analyze data on client purchase history to generate business insights, adopting an omnichannel approach.
• Use IT tools to identify and report any purchasing behaviors that conflict with company values and policies.
• Compare, verify, and harmonize data from multiple sources to ensure accuracy and completeness.

• Follow up on delivery and return issues with transport partners and logistics teams, resolving complaints and disputes.
• Handle manual requests for shipments and pickups.
• Identify and report anomalies in e-commerce information systems.

• Perform manual debit and refund operations.
• Monitor outstanding payments and payment blocks.
• Manage chargeback disputes and process claims.

• Generate reports on omnichannel services and monitor performance.
• Coordinate with retail store teams to enhance the customer shopping experience.

Key Competencies

The ideal candidate will be an expert in Excel, capable of analyzing and manipulating data and formulas, and able to coach others. They should be approachable, pragmatic, and a strong team player with a client-centric mindset. The role requires delivering work efficiently under deadlines with meticulous attention to detail.

• Experience in E-commerce operations, Data Analysis, or related fields such as Finance Analysis.
• Organized, agile, curious, proactive, and creative problem-solver.
• Strong numerical and analytical skills.
• Ability to interpret operational metrics and prioritize tasks independently.
• Advanced skills in Excel and PowerPoint; familiarity with Outlook, Magento, Adyen, Cegid, and SAP is a plus.
• Excellent interpersonal skills, humility, and professionalism, with the ability to work accurately under pressure.

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