The Change Partners are working with a tier-1 global consumer electronics brand who are looking for an Ecommerce Customer Operations Coordinator to join their D2C Operations team.
This role will support the ongoing improvement of the online customer journey across the online business, helping to coordinate operational change initiatives and ensure customer service processes run smoothly across multiple teams.
You’ll work closely with customer service, commercial, operations and project teams. This is a great opportunity for someone with ecommerce or customer operations experience who is highly organised, proactive, and enjoys working across different stakeholders in a fast-paced environment.
This is a contract role, initially 12 months with yearly extensions, on a day rate of £149 via umbrella.
This is on-site, initially 5 days a week in the office.
Key responsibilities:
- Support customer service change initiatives across the D2C eStore operation.
- Monitor customer journey and operational KPIs on a daily, weekly and monthly basis.
- Work closely with the Customer Service Change Manager to support continuous customer experience improvements.
- Coordinate with internal support teams to resolve operational or customer-impacting issues quickly.
- Support the setup and communication of promotional activity to customer service teams.
- Help manage updates and improvements across case management and chat systems.
- Use customer feedback and operational insights to improve processes and guide customer journeys.
- Assist with maintaining change documentation, procedural manuals and training materials.
- Support training coordination and communication briefs for customer service teams.
- Collaborate with cross-functional stakeholders across operations, commercial, logistics and project teams.
Your background:
- Previous experience within ecommerce operations, customer operations or customer service support.
- Highly organised with strong attention to detail and the ability to manage multiple priorities.
- Strong communication skills and confidence working across different teams and stakeholders.
- Comfortable working in a fast-paced, changing environment.
- Proficient in Microsoft Office 365 applications.
- Experience within customer service environments is beneficial but not essential.
- Experience working with retail, e-commerce, or consumer-focused brands is advantageous.
Please apply below with your CV if you’re interested.