E-commerce Operations Coordinator

We are recruiting for an E-Commerce Operations Coordinator to join Hermès GB, on a 12 month fixed term contract.

Key Responsibilities

Data analysis and reconciliation


* With an omnichannel approach, collect, organise and study data about the client's purchase history to provide business insight.


* Using our IT tools, identify and report any purchasing behaviour that does not respect the values and policies of the company.


* Compare, verify, and harmonise data sets from multiple sources or systems to ensure consistency, accuracy, and completeness.

Management of transport, logistics and information system incidents


* Follow up and manage delivery and return incidents with our transport partners and Logistics team, resolve complaints and delivery disputes.


* Handle manual requests for shipments, pick-ups, etc.


* Identify and report anomalies in e-commerce information systems.

Payment and fraud


* Carry out manual debit and refund operations.


* Track outstanding payments and blocking payment statuses.


* Manage and resolve chargeback disputes, process claims.

Omnichannel projects


* Generate omnichannel services report and track the related service performance.


* Coordinate with the retail stores teams to provide the best shopping experience to customers.

Key Competencies

The ideal candidate will be an expert Excel user, able to analyse and manipulate data and formulas whilst coaching the team to do the same.

They will be a great team player, approachable, kind and pragmatic.

As this role encompasses operations and client communication, we are looking for someone who is has a client centric mindset whilst being able to deliver at pace to key deadlines, with meticulous attention to detail.


* Prior experience within E-commerce operations or as a Data Analyst with experience analysing business data, or in a comparable role such as a Finance Analyst.


* Organised and agile


* Be curious, proactive and creative in their approach to problem solving


* Analytical mindset: strong numerical proficiency


* Ability to analyse and interpret operational metrics


* Ability to work independently and keen sense of priorities


* Advanced skill in Excel and PowerPoint


* Good command of Outlook, knowledge of Magento, Adyen, Cegid and SAP being a plus


* Strong team player, with great interpersonal skills and a humble spirit


* Professional with ability to work efficiently and accurately under pressure

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide.

Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management.

The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resou...