Ecommerce Operations Specialist

Job Description

The Operations Specialist supports the execution and stability of omnichannel operations across boutiques and digital channels in North America. The role ensures seamless order fulfillment, strong boutique alignment, and consistent adoption of Group omnichannel tools and processes. Reporting to the Ecommerce Manager, North America, the Coordinator acts as an operational interface between boutiques, retail teams, and IT, supporting training, system testing, ticket follow-up, and process standardization to enable scalable omnichannel performance.

Key Responsibilities:

1. Omnichannel Order Flow Oversight & Boutique Coordination

· Monitor Ship-from-Store (SFS), Click & Collect (C&C), and Store-to-Web (STW) order flows within OneStock (OMS)

· Identify fulfillment exceptions, delays, or risks to SLA compliance

· Coordinate with boutiques and internal teams to re-orchestrate orders in OneStock when required (e.g. reassignment, escalation, follow-up)

· Act as the primary operational contact for boutique teams on omnichannel order-flow topics

2. Operational Issue & Ticket Management (Boutiques & IT Partnership)

• Monitor and manage omnichannel, system, and boutique-raised operational tickets

• Partner closely with IT teams on investigation, prioritization, and resolution of boutique issues

• Coordinate communication and follow-up between boutiques, eCommerce, and IT until closure

• Contribute to identifying recurring issues and continuous improvement opportunities

3. Systems Training, Adoption & Rollout Support

• Lead training on day-to-day usage of Group omnichannel tools (OMS, retail systems, clienteling platforms)

• Assist with rollout of new features, system updates, and process evolutions to boutique teams

• Partner with IT teams to support testing, validation, and deployment of omnichannel system updates

4. Process & Guidelines Coordination

• Maintain and update operational guidelines for omnichannel services

• Support standardization of processes across boutiques in line with Group frameworks

5.Marketplace & Assortment Execution Support

• Support updates to marketplace assortments and product availability

Job Requirements:

• 2–4 years of experience in ecommerce, retail operations, or omni channel coordination

• Experience working with One Stock, or retail systems (order management, POS, clienteling)

• Strong organizational skills and attention to detail

• Comfortable coordinating across cross-functional teams (Retail, IT, Customer Service)

• Structured, process-driven, and solution-oriented