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For Companies At a Glance
- Tasks: Support daily operations of Dior.com, ensuring smooth order flow and top-notch customer service.
- Company: Join the iconic luxury brand, Parfums Christian Dior, known for its commitment to excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal and professional growth.
- Other info: Work in a respectful and inclusive environment that values diversity and creativity.
- Why this job: Be part of a dynamic team enhancing the online shopping experience for luxury customers.
- Qualifications: Experience in e-commerce operations or customer service; strong problem-solving and communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Within the E Business/E-commerce team, the E-commerce Operations Assistant supports day-to-day operations of Dior.com, ensuring a smooth post-order journey and high-quality customer service. The role serves as the main point of contact between the e-commerce team, warehouse, customer service, logistics, and finance, supporting order flow monitoring, issue resolution, aftersales processes, and website operational maintenance to maintain Dior’s high standards of service and drive continuous improvement.
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 systems, and delivery issues, preventing 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 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 escalated customer queries, chargebacks, DPD claims, and suspected fraud cases in collaboration with customer service, logistics, and finance teams with clear communication. Support aftersales activities by monitoring customer reviews and coordinating exceptional gift/AOG send-outs to enhance customer satisfaction and NPS. Support the review of customer service interactions and templates across email, chat, and calls to 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 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 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&C, and transactional emails to reduce customer friction. Assist with website testing for new projects and features, acting as point of contact between warehouse, Beauty Tech, and SAP team, and following 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. Responsibilities may evolve based on company needs and ongoing projects.
Profile
- Previous experience in e-commerce operations, customer service, order management, or a related operational role.
Soft Skills That Align With Our Values
- Create Passionately: Genuine interest in digital operations and innovations to deliver a premium online customer experience.
- Lead with Audacity: Strong problem-solving skills, staying calm under pressure with a proactive mindset to prevent recurring issues.
- Excel for Ultimate Luxury: Attention to detail with a high level of accuracy and ownership. Well-organised with the ability to prioritise and manage multiple tasks effectively.
- Craft Together with Joy: Excellent communication skills and 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 data-driven reporting.
- Able to troubleshoot operational or system-related issues and coordinate follow-up with relevant teams.
Respectful Inclusive Work Environment
At Parfums Christian Dior, we commit to an inclusive culture where everyone feels respected, welcomed, and valued, irrespective of their background. We aim for a workplace that reflects diversity as our strength, underpinning sustainable growth and creativity.
E commerce Operations Assistant employer: Parfums Christian Dior
Contact Detail:
Parfums Christian Dior 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 land you an interview.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Familiarise yourself with Dior’s e-commerce operations and think about how your experience aligns with their needs. Show them you’re not just another candidate, but someone who truly gets what they do.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family, focusing on common questions related to e-commerce operations. This will help you articulate your thoughts clearly and confidently when it counts.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace E commerce Operations Assistant
Some tips for your application 🫡
Show Your Passion for E-commerce: When writing your application, let us see your genuine interest in e-commerce operations. Share any relevant experiences or projects that highlight your enthusiasm for delivering a premium online customer experience.
Be Clear and Concise: We appreciate clarity! Make sure your application is well-structured and to the point. Use bullet points where necessary to make it easy for us to read through your skills and experiences.
Tailor Your Application: Don’t just send a generic application. Tailor your CV and cover letter to reflect the specific skills and experiences that align with the E-commerce Operations Assistant role. Show us how you can contribute to our team!
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 Parfums Christian Dior
✨Know Your E-commerce Basics
Before the interview, brush up on your knowledge of e-commerce operations. Familiarise yourself with key terms and processes like order management, fulfilment, 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.
✨Demonstrate Attention to Detail
Since this role requires a high level of accuracy, be ready to discuss how you ensure precision in your work. Bring examples of how you've maintained quality standards in previous roles, especially in e-commerce or customer service settings.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Since you'll be liaising with various teams, showcasing your communication skills during the interview is crucial. Consider preparing a few questions to ask the interviewer that demonstrate your interest in collaboration and continuous improvement.