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- Tasks: Support daily operations of Dior.com, ensuring smooth order flow and top-notch customer service.
- Company: Join the iconic Parfums Christian Dior team, where luxury meets innovation.
- Benefits: Gain valuable experience in e-commerce with a focus on personal growth and inclusivity.
- Other info: Diverse and inclusive workplace with opportunities for career advancement.
- Why this job: Be part of a dynamic team that enhances the online shopping experience for luxury customers.
- Qualifications: Previous experience in e-commerce or customer service is a plus; strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Within the E Business / E-commerce team, the E-commerce Operations Assistant is responsible for supporting the day-to-day operations of Dior.com, helping to ensure a smooth post-order journey and high-quality customer service. Acting as a main point of contact between the e-commerce team, warehouse, customer service, logistics, and finance teams, this role supports order flow monitoring, issue resolution, aftersales processes, and website operational maintenance. The responsibilities outlined in this job description are subject to change based on the company's needs and ongoing projects.
Key Responsibilities
- Order and Fulfilment Support: Monitor daily order flow, including processing stuck/open orders, shortages, cancellations, payment issues and flag risks for resolution. Troubleshoot order management in Salesforce and SAP, payment system, and delivery issues and prevent recurrence. Liaise with logistics, customer service, and finance teams to ensure timely resolution of incidents and escalations. Track delivery performance and returns, supporting exception handling and root cause analysis. Act as a daily point of contact with the warehouse on operational matters, including machine maintenance, Art of Gifting fulfilment, and packaging materials.
- Customer Service and Aftersales Support: Handle the escalated customer queries, chargebacks, DPD claims, and suspected fraud cases, in collaboration with customer service, logistics, and finance teams in a timely manner with clear communication. Support aftersales activities by monitoring customer reviews, and coordinating exceptional gift/AOG send-outs where relevant to enhance customer satisfaction and NPS. Support the review of customer service interactions and templates across email, chat, and calls to help maintain Dior’s tone of voice and service standards. Assist in updating customer service process logigramme and guidance documents to improve consistency and efficiency. Liaise with central CS manager and CS team leaders to share feedback, align on ways of working, and support continuous improvement.
- Reporting and Monitoring: Maintain trackers and reports for key operational KPIs (order failure rate, order processing, SLA, cancellations), customer service (refunds, replacements) and financial reconciliation to provide insights. Identify inefficiencies and contribute to the continuous improvement of operational and customer service workflows.
- Website Maintenance and Project Support: Support website operational updates including shipping information, payment-related messaging, FAQs, footer links, T&Cs, and transactional emails to help reduce customer friction by ensuring customers see clear and relevant information in advance. Assist with website testing for new projects and features acting as a point of contact between warehouse, Beauty Tech and SAP team and issue follow-up to improve the online experience. Assist with ad hoc operational tasks: Prepare weekly and monthly operational reporting and support additional tasks as required by the E-commerce Manager.
Profile
Ideally, you would have previous experience in e-commerce operations, customer service, order management, or a related operational role. Soft skills that align with our values include a genuine interest in digital operations and innovations to deliver a premium online customer experience, strong problem-solving skills, with the ability to remain calm under pressure and a proactive mindset to help prevent recurring issues, strong attention to detail with a high level of accuracy and ownership, and excellent communication skills with the ability to build effective relationships across cross-functional and virtual teams.
Hard Skills: Previous experience in e-commerce operations, customer service, order management, or a related operational role. Experience working across multiple stakeholders in a cross-functional environment. Exposure to luxury, fashion, beauty, or retail industries is desirable. Degree in Business, Marketing, or a related field preferred. Proficient in using e-commerce and operational systems, including SAP, Salesforce, or similar platforms. Comfortable working with multiple systems and understanding end-to-end operational processes. Good working knowledge of Excel and ability to work with data for reporting and issue tracking. Able to troubleshoot operational or system-related issues and coordinate follow-up with relevant teams.
Additional Information
Inclusivity is not just a noble principle; it is the very heart of our excellence. In a world where our clients, talents, and ideas increasingly come from diverse backgrounds, our diversity is our strength. At Parfums Christian Dior, this means being a House where everyone feels respected, welcomed, and valued, regardless of their uniqueness. Because we know well: a House that reflects this diversity is a sustainable, vibrant House, rooted in both dreams and reality. Inclusivity cannot be decreed; it is practiced daily. (If you require any reasonable adjustments within the application process, feel free to indicate it in your application).
Soft and Hard Skills you will develop in this role: Problem-solving skills, cross-functional communication and collaboration, data analysis for reporting and issue tracking.
Potential Career Path from this role: E-commerce Manager, Operations Manager.
E commerce Operations Assistant employer: LVMH Group
Contact Detail:
LVMH Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land E commerce Operations Assistant
✨Tip Number 1
Network like a pro! Reach out to people in the e-commerce industry, especially those who work at Dior or similar companies. A friendly chat can open doors and give you insights that might just help you land that E-commerce Operations Assistant role.
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of order management systems like Salesforce and SAP. Show us you know your stuff and can handle the operational challenges that come with the job!
✨Tip Number 3
Don’t forget to showcase your problem-solving skills! Think of examples where you've tackled issues head-on, especially in customer service or e-commerce settings. We love candidates who can stay calm under pressure and find solutions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team and contributing to the luxury experience we offer.
We think you need these skills to ace E commerce Operations Assistant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the E-commerce Operations Assistant role. Highlight any relevant experience in e-commerce, customer service, or order management to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for digital operations and how you can contribute to enhancing the customer experience at Dior.com. Be genuine and let your personality come through.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can stay calm under pressure and proactively resolve issues—so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at LVMH Group
✨Know Your E-commerce Basics
Before the interview, brush up on your knowledge of e-commerce operations. Familiarise yourself with key terms like order management, fulfilment processes, and customer service metrics. This will help you speak confidently about how you can contribute to the team.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved issues in a fast-paced environment. Highlight your ability to stay calm under pressure and how you proactively prevent recurring problems. This aligns perfectly with the role's requirements.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Since this role involves liaising with various teams, demonstrate your communication skills by discussing how you've built relationships across departments in previous roles. Use specific examples to illustrate your points.
✨Be Ready for Technical Questions
Since familiarity with systems like Salesforce and SAP is crucial, be prepared to discuss your experience with these platforms. If you have any data analysis skills, mention them too, as they will be valuable in maintaining operational KPIs and reporting.