Do you wish to join the House of Dreams?
In this House, you will continue to perpetuate the dream of our creator: that of a more beautiful and happier world.
You will also consolidate our vision: to become the most desirable House in the world of beauty, an absolute reference of French luxury, a symbol of joy and hope.
This vision is carried by our six values that you will embody daily as designers of dreams - values that engage and define us:
- Create Passionately
- Craft together with joy
- Excel or ultimate luxury
- Lead with audacity
- Cultivate Triumphant inclusivity
- Commit and act to re-enchant the world.
Within the E Business / E-commerce team, the E-commerce Operations Assistant is responsible for supporting the day-to-day operations of Dior.com, helping to ensure a smooth post-order journey and high-quality customer service. Acting as a main point of contact between the e-commerce team, warehouse, customer service, logistics, and finance teams, this role supports order flow monitoring, issue resolution, aftersales processes, and website operational maintenance.
This role is crucial for ensuring a smooth post-order journey and high-quality customer service for Dior.com, maintaining Dior’s high standards of service and supporting continuous improvement.
The holder of this position will work closely with various functional partners, including the e-commerce team, warehouse, customer service, logistics, and finance teams.
Key Responsibilities of the Ecommerce Operations Assistant
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 system, and delivery issues and prevent 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 a 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 the escalated customer queries, chargebacks, DPD claims, and suspected fraud cases, in collaboration with customer service, logistics, and finance teams in a timely manner with clear communication
- Support aftersales activities by monitoring customer reviews, and coordinating exceptional gift/AOG send-outs where relevant to enhance customer satisfaction and NPS
- Support the review of customer service interactions and templates across email, chat, and calls to help 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 on 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 the 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&Cs, and transactional emails to help reduce customer friction by ensuring customers see clear and relevant information in advance
- Assist with website testing for new projects and features acting as a point of contact between warehouse, Beauty Tech and SAP team and issue follow-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.
- The responsibilities outlined in this job description are subject to change based on the company's needs and ongoing projects
What Dior is looking for…
Hard Skills:
- Experience in e-commerce operations, customer service, order management, or a related operational role.
- Experience working across multiple stakeholders in a cross-functional environment.
- Degree in Business, Marketing, or a related field preferred.
- Proficient in using e-commerce and operational systems, including SAP, Salesforce, or similar platforms.
- Good working knowledge of Excel and ability to work with data for reporting and issue tracking.
- Comfortable working with multiple systems and understanding end-to-end operational processes.
- Able to troubleshoot operational or system-related issues and coordinate follow-up with relevant teams.
- Exposure to luxury, fashion, beauty, or retail industries is a plus
Soft Skills:
- Create Passionately: Genuine interest in digital operations and innovations to deliver a premium online customer experience
- Lead with Audacity: Strong problem-solving skills, with the ability to remain calm under pressure and a proactive mindset to help prevent recurring issues
- Excel for Ultimate Luxury: Strong 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 ability to build effective relationships across cross-functional and virtual teams
Vacancy posted a month ago
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