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For Companies At a Glance
- Tasks: Lead ecommerce operations and optimise customer experience across Europe.
- Company: Join Levi Strauss & Co., a brand that values individuality and impact.
- Benefits: Competitive salary, product discounts, hybrid work, and comprehensive rewards package.
- Why this job: Be part of a dynamic team driving growth and innovation in ecommerce.
- Qualifications: 8+ years in ecommerce operations with strong leadership and analytical skills.
- Other info: Embrace a collaborative culture focused on continuous improvement and diverse perspectives.
The predicted salary is between 81500 - 108700 £ per year.
Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We’re a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.
About the Job
Reporting to the VP Ecommerce Europe, you’ll own and drive the ecommerce operating engine across Europe, ensuring Levi’s.com delivers scalable growth through best-in-class operational execution, customer experience optimisation, and commercial performance. You will be accountable for transforming ecommerce operations into a high-velocity growth driver connecting product, platform, customer care, payments, and personalisation into a seamless, revenue-generating ecosystem. You’ll lead and inspire a blended team of internal and external partners, building the foundations, rhythms, and operating models that enable sustainable growth, increased lifetime value, and long-term brand loyalty.
Key Responsibilities
- Ecommerce Operations & Commercial Execution
- Own the end-to-end ecommerce operating model, ensuring flawless execution across PIM, CMS, product setup, localisation, navigation, search, promotions, and trading readiness.
- Drive speed, accuracy, and scalability in product launches, campaigns, and seasonal peaks, minimising friction and maximising conversion.
- Build and continuously evolve clear frameworks, playbooks, calendars, and workflows that align global, regional, and in-market teams around commercial priorities.
- Act as the operational link between trading, merchandising, tech, and brand, ensuring strategy translates into execution on-site.
- Identify and remove operational bottlenecks that limit growth, time-to-market, or customer experience.
- Team Leadership & Operating Model Ownership
- Lead, coach, and develop a core internal team of 3, setting clear accountability, priorities, and development plans.
- Own and orchestrate a large external delivery organisation of ~30 team external members across customer service.
- Build a high-performing blended team model, ensuring internal ownership, external scalability, and consistent quality of delivery.
- Establish clear governance, KPIs, and performance management across internal and external teams to drive accountability and continuous improvement.
- Create a strong team culture with a shared focus on commercial outcomes, operational excellence, and customer impact.
- Omnichannel Customer Service & Retention Engine
- Lead omni–Customer Service & Experience as a growth lever, not just a support function-balancing speed, quality, cost efficiency, and loyalty outcomes.
- Own BAU contact performance across Europe, driving measurable improvements in CSAT, NPS, resolution time, and repeat purchase behaviour.
- Scale self-service capabilities, account functionality, and service automation to reduce friction while improving customer satisfaction.
- Turn customer insights and feedback into prioritised site, journey, and operational improvements, closing the loop between service and ecommerce performance.
- Lead the personalisation strategy, delivering 1:1 and segment-based experiences across ecommerce touchpoints to increase engagement, AOV, and LTV.
- Checkout, Payments & Trust
- Own the frictionless checkout strategy, optimising conversion, payment success rates, and customer trust.
- Scope, prioritise, and deliver localised payment methods aligned to market needs and commercial performance.
- Partner closely with Fraud, Legal, and Privacy teams to balance risk management with customer experience, ensuring compliance without compromising growth.
- Stay ahead of regulatory, privacy, and payments landscape changes and proactively translate them into platform and experience improvements.
About You
- 8+ years’ experience leading ecommerce operations, trading, or digital commerce execution in a complex, multi-market environment.
- Proven experience leading both internal teams and large external/vendor-based delivery models.
- Strong commercial mindset with the ability to connect operational detail to business outcomes.
- Demonstrated ability to build clarity, momentum, and accountability across matrixed and distributed teams.
- Confident communicator-able to clearly articulate priorities, influence decision-making, and drive alignment at senior levels.
- Highly analytical, with experience translating data and insights into clear actions and measurable impact.
- Exceptionally organised, detail-driven, and comfortable managing multiple priorities in a fast-paced environment.
- Collaborative, people-first leader with a bias for action and continuous improvement.
This is a hybrid position based at our London, Great Marlborough Street office. You will be expected to be in the office three days per week, though time in the office may vary depending on business needs. The expected salary range for this role is £81,500 - £108,700 per year. The amount an employee will earn within the salary range will be based on factors such as relevant education, qualifications, performance and our needs. Salary ranges may vary by location and currency.
Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay, paid leave, product discounts, and more designed to help you and your family stay healthy, meet your financial goals, and balance the demands of your work and personal life. Available benefits and incentive compensation vary depending upon the specifics of the role; details relating to a specific role will be made available upon request.
LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures, backgrounds, and experiences to make LS&Co. a collective success.
Head of Ecommerce & Customer Operations employer: Levi Strauss
Contact Detail:
Levi Strauss Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Ecommerce & Customer Operations
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your pitch! Be ready to talk about your experience and how it relates to the job. Highlight your achievements and be specific about how you can contribute to their ecommerce goals.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Head of Ecommerce & Customer Operations
Some tips for your application 🫡
Be Authentic: When you're writing your application, let your true self shine through. We want to see the real you, so don’t be afraid to share your unique experiences and perspectives that make you a great fit for the role.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in ecommerce operations and team leadership. Show us how your skills align with the key responsibilities mentioned in the job description.
Showcase Your Achievements: Don’t just list your duties; we want to hear about your successes! Use specific examples to demonstrate how you've driven growth or improved customer experiences in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Levi Strauss
✨Know Your Ecommerce Stuff
Make sure you brush up on the latest trends in ecommerce operations and customer experience. Levi Strauss & Co. is looking for someone who can drive growth, so be ready to discuss how you've successfully managed ecommerce strategies in the past.
✨Showcase Your Leadership Skills
As a Head of Ecommerce & Customer Operations, you'll need to lead both internal and external teams. Prepare examples of how you've built high-performing teams and fostered a culture of accountability and continuous improvement.
✨Be Data-Driven
Levi's values analytical skills, so come prepared with data that demonstrates your impact on previous projects. Discuss how you've used insights to drive operational improvements and enhance customer satisfaction.
✨Communicate Clearly
You'll need to articulate priorities and influence decision-making at senior levels. Practice explaining complex concepts in simple terms, and be ready to share how you've aligned teams around common goals in a matrixed environment.