Job responsibilities
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.
The holder of this position will work closely with various functional partners, including the e-commerce team, warehouse, customer service, logistics, and finance teams.
The responsibilities outlined in this job description are subject to change based on the company’s needs and ongoing projects.
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 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.
Profile
Ideally, you would have previous experience in e-commerce operations, customer service, order management, or a related operational role.
Soft skills that align with our values:
- 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
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 ability to work with data for reporting and issue tracking.
- Able to troubleshoot operational or system-related issues and coordinate follow-up with relevant teams.
Additional information
Inclusivity is not just a noble principle; it is the very heart of our excellence. In a world where our clients, talents, and ideas increasingly come from diverse backgrounds, our diversity is our strength.
At Parfums Christian Dior, this means being a House where everyone feels respected, welcomed, and valued, regardless of their uniqueness. Because we know well: a House that reflects this diversity is a sustainable, vibrant House, rooted in both dreams and reality. Inclusivity cannot be decreed; it is practiced daily.
(If you require any reasonable adjustments within the application process, feel free to indicate it in your application).
Soft and Hard Skills you will develop in this role
- Problem-solving skills
- Cross-functional communication and collaboration
- Data analysis for reporting and issue tracking
Potential Career Path from this role
- E-commerce Manager
- Operations Manager
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