Ecommerce Service Delivery and System Operation Specialist

UNIQLO is a leading brand of the Fast Retailing Group, one of the largest apparel retailers in the world. UNIQLO respects the individuality and lifestyle of all customers and takes pride in creating high quality, long-lasting, innovative clothing at an affordable price. We are currently recruiting for an Ecommerce Service Delivery and System Operation Specialist to cover our EU market but be based in our London office. You will be reporting into the Ecommerce Product Manager working closely with the Japanese System Operation team to understand business challenges.

As the Service Delivery and System Operation Specialist, you’ll be responsible for the day-to-day running of an in-house digital e-Commerce platform and responsible for the on-going Service Delivery within UNIQLO Europe. This is an excellent opportunity for a pragmatic problem solver, someone who will work collaboratively with the Ecommerce Product Managers, Ecommerce Leadership and stakeholders at Global HQ in Tokyo to build the best Ecommerce Support Function for our customers.

What you will be responsible for:

• Day to Day: Responsible for the technical administration and maintenance of the back end, front-end and product maintenance. Ensuring the platform operates well across all business functions, including on-site experience, order fulfillment, payment processing, and digital marketing. Keeping abreast of all upcoming software updates, maintenance, launches, business event preparation and execution to protect the system. Implementation of mechanisms to monitor, manage, and provide progress on all delivery activities.
• Operational Excellence: Utilising best operational practice to ease the system monitoring, alert development and settings, trouble shoot escalation matrix, and knowledge base foundation. Supervising the Tokyo HQ Ecommerce support team, and collaborate with them in our commitment to continuous improvement (internal and external combined organisation).
• Problem Resolution & Stakeholder Engagement: Partner closely with user experience specialists, digital designers, copywriters, merchandisers, logistics and inventory control team – and many more – to shape new experiences and improve existing ones. Describe and escalate problems and errors to 3rd line support (Global HQ) or external partners and act as a problem owner until the problem is resolved, and the solution is delivered.
• Project management and BA for Platform Enhancement: Maintaining the centralised documentation repository (Confluence, JIRA, MS) and supporting the e-Commerce Product Manager to create product specifications, release notes, and progress reports. Creation, implementation, and maintenance of a continuous improvement plan for deliveries and services and lead the ROI analysis with the business team. Coordinating enhancement projects from requirement gathering – test orchestration – verifying the user acceptance test. Ensure the service to be launched meets business expectations.

Skills, Experience and Attributes:

• 5+ years working within a Retail digital/ecommerce team servicing on a Global scale.
• 5+ years working within a service delivery (Web service) and/or technical role.
• Experience analysing business requirements and creating epics/user stories.
• Experience working with technical development Teams, Product Owner/Managers, Business/Technical Analyst and Agile.
• Experience to achieve the common objectives with external partners and/or third-party vendors.
• Experience in data analysis by using SQL.
• Experience to draw the system design documentation.
• Experience with payment platform/gateway to the EC system would be a plus.
• Understanding technologies such as HTML, AWS and microservices.
• Excellent knowledge of software such as Microsoft Office Suite, Miro, Jira and Confluence.
• Excellent knowledge of digital tools such as CRM, CMS, Analytics and Optimization tools.
• Understanding business technology mapping.
• Continuous Improvement mindset (Kaizen) and eager to learn new knowledge.
• Strong experience and understanding of IT technologies.
• Strong communication and presentation skills.
• Excellent team player to action toward the common objectives.
• Fluent in English, other language capability is a plus (EU languages, Japanese).

What we can offer you:

• 26 days of paid leave per holiday year + 8 bank holidays.
• Staff Discount 30%.
• Global Profit Share Scheme.
• Employee Assistance Programme.
• Private Medical Care (optional).
• Private Pension Scheme (optional).
• Travel to work loan scheme.
• Hybrid working, 2 days from home, 3 days in the office.
• Social events throughout the year.
• Seasonal Sample Sales.
• Volunteer Day – twice a year.
• Great Location - Close to transport links, underground Piccadilly and Oxford Street stations. Close by to shops, restaurants/bars/cinema and gyms.

UNIQLO is an inclusive employer and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background. We take data protection very seriously and understand the importance of protecting your privacy and Personal Information.