Digital Operations Manager in London

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!

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

Department overview:

Established in 2016, the Digital department has steadily grown, driven by an ambitious roadmap and bold revenue goals, all while delivering a best-in-class customer experience. With a target of €0.5 billion in global digital revenue in the coming years, the brand is heavily investing in digital innovation and customer engagement. At the heart of this growth is the London-based Digital Commerce team, managing nine localized transactional websites serving customers in over 50 countries.

Who You Are:

A highly organised, detail-oriented person with strong communication and project-management skills. You are energetic, positive, reliable, a keen learner and self-motivated. You thrive in a rapidly changing environment where priorities often change and are able to work well to deadlines and perform multiple tasks effectively and concurrently. You focus on the delivery of commercial activity, revenue retention, and have a good understanding of a large multi-country digital ecosystem. Above all, you have a passion for the customer and all elements of the customer experience.

What You’ll Do:

The Digital Operations Manager is a key member of the EMEA Digital team. It is a multidisciplinary role, where the primary purpose is to ensure the efficient and effective day-to-day operational management of the EMEA and Global Ecommerce sites and Omni-Channel processes. The Digital Operations Manager also plays an important role in the successful roll-out of new Omni-Channel features and functionality, as well as the continuous program of optimization of the EMEA and Global websites. The Digital Operations Manager has full responsibility for checkout performance, payment optimisation and revenue protection.

• Digital Operations: Day-to-day responsibility for the efficient and effective running of the EMEA ecommerce websites, including tools, processes, procedures, checkout & payments performance with preferable experience with Ecom platforms such as Salesforce, and payment services platforms.
• Key partner for cross-functional teams including customer service, warehouse operations, logistics, loss prevention, retail operations and ecommerce IT, working together to deliver excellent customer experiences.
• Organising and delivering key site activity.
• Key partner for 3rd party vendors, ensuring smooth and productive working relationships and processes.
• Subject matter expert in the ecommerce platform, systems and tools, working to support cross-functional teams, and advise on process.
• Supporting projects with UAT where required, ensuring accuracy and that all timelines are met.
• Stakeholder in project launch activities and plans, ensuring that business teams are aligned and communication is clear and effective.
• Using insights and analysis to investigate any potential issues throughout the end-to-end customer journey and suggesting opportunities for improvement, with particular focus on checkout and payments.
• Building and distributing ecommerce operations reports, summarizing and providing analysis and insight into trends.

• Omnichannel: Day-to-day responsibility for the efficient and effective running of omni-channel processes and procedures.
• Experience in distributing and building with Ai powered tools.
• Managing the operational roll-out of new features and omni-channel projects, ensuring all business teams are up-to-date and communication is clear and concise.
• Managing documentation in relation to omni-channel operations processes and ensuring this is up-to-date and maintained.
• Subject matter expert in the in-store assisted selling app.

You’ll Need to Have:

• 5+ years’ experience within a similar E-commerce / Omni-Channel or consumer operations role, preferably in fashion retail.
• Experience working across multi-lingual, multi-currency ecom-sites.
• Experience working across omni-channel initiatives such as collect in store, and fulfilment.
• Experience working with customer service, loss prevention, logistics and payments.
• Experience working across ecommerce project launches, including participation in UAT.
• Experience managing project roll-outs.
• Strong commercial acumen & budget/P&L experience.
• Detail-oriented with strong organisational and people management skills, able to work well to deadlines in a changing environment and perform multiple tasks effectively and concurrently.
• Demonstrated ability to manage and build great relationships with both internal and external stakeholders.
• Demonstrated ability to work both independently and within a collaborative team-oriented environment using sound judgment in decision-making.
• Demonstrated ability to work in a fast-paced, “self-starter” environment.
• Strong problem solving and troubleshooting skills.

We’d Love to See:

• A passion for the customer and all elements of the customer journey.
• Energetic, positive, reliable, a keen-learner and self-motivated.
• Highly organized, detail-oriented, analytical person who has strong communication and project-management skills.
• You thrive in a rapidly changing environment and are able to work well to deadlines and perform multiple tasks effectively and concurrently.
• A team player who has a positive 'can-do' attitude, who is energetic and enthusiastic and has a sense of urgency.
• You bring solutions to solve problems and act in a methodical, prioritized and time-focused manner.
• An ability to effectively multi-task and meet simultaneous tight deadlines.
• Consistently demonstrate the ability to thrive in a challenging environment where priorities often change.