Manager - eCommerce Operations

The Team:

The Hermes.com team oversees all content and aspects of the eCommerce business.

The eCommerce Operations team monitors, analyzes, and partners with multiple stakeholders to optimize the digital platform.

The Opportunity:

The eCommerce Operations Manager will work closely with internal business partners to improve the workflow and drive operational successes based on the established strategy and in support of the department's ongoing business objectives.

This role must maintain knowledge of industry best practices, proactively recommend changes, and assist in implementing new procedures and processes for the fulfillment operations, client relations functions, and retail initiatives through omnichannel.

About the Role:


* Responsible for reporting, escalating, and monitoring large scale site experience outages.

QA site daily for operational bugs such as load speed, customer accounts, checkout, etc.

Report accordingly and follow-thru to resolution.


* Responsible for price change contributions and pricing audits within Product Information Management system.

Responsible for tax code contributions and tax code audits within Product Information Management system.


* Responsible for maintaining system integration of Web Services and ERP Solution relating to flow issues from orders and returns.

This includes follow through to resolution with Local/HI Information Systems teams and Product Managers to enhance integration between platforms.


* Perform regular sales reconciliation between ERP Solution and eCommerce Platform.


* Propose best-in-class site enhancements (UX/UI) relating to operational functionality.


* Supports omnichannel initiatives across digital and retail, as directed by supervisor.


* Omnichannel services scope: support pre-production environment testing and post-launch including troubleshooting and reporting of issues as they arise.


* Supports on stock transfers for omnichannel orders and eCommerce sales with up-to-date information on omnichannel orders pending in eCommerce systems, as needed.


* Supports requests for omnichannel optimizations to improve client and retail experience.

Partners closely with supervisor and cross-functional stakeholders for implementation.


* Develop partnership with Retail Operations team and collaborate to disseminate company-wide communication relating to eCommerce Operations.


* Monitor and reconcile inventory levels between systems pertaining to non-depletion of stock (held orders, debit failed, cancellation requested, etc.).

Identify, analyze, and report discrepancies to IS team for correction and partner on optimizations and system upgrades.


* Conducts regular reconciliation of stocks, identifies discrepancies, makes necessary corrections as short-term solution, and proposes options for long-term solution(s).


* Support department in ongoing inventory management and fiscal inventory.


* All other duties assigned by supervisor.
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