E-Commerce Operations Manager

JOB TITLE: E-Commerce Operations Manager

REPORTS TO: Director of E-Commerce

Job Purpose:

The E-Commerce Operations Manager plays a critical role in supporting the growth and operational excellence of TOM FORD Fashion's Americas E-Commerce business. This position is responsible for overseeing the day-to-day performance of the E-Commerce platform, managing key third-party partners, optimizing fulfillment and customer service operations, and providing business insights through reporting and analytics. Working closely with internal stakeholders and global E-Commerce partners, this role serves as a key bridge between digital commerce, operations, customer experience, and technology to ensure seamless execution across all aspects of the online business.

Tasks & Responsibilities:

E-Commerce Operations & Systems

• Manage the day-to-day operations of the Americas E-Commerce business, ensuring a seamless customer experience from order placement through delivery and returns.
• Serve as the primary operational contact for key third-party partners, including technology, fulfillment, logistics, and customer service providers.
• Oversee order management and fulfillment processes, proactively identifying and resolving operational issues to minimize customer impact.
• Support platform enhancements, system integrations, and testing activities to ensure operational readiness and business continuity.
• Maintain data integrity across Salesforce Commerce Cloud (SFCC), OMS, and related systems, including product, pricing, inventory, and customer data.

Analytics & Reporting

• Own E-Commerce operational reporting and KPI tracking, including sales performance, conversion, inventory availability, fulfillment metrics, returns, and customer service performance.
• Analyze business trends and provide actionable recommendations to improve operational efficiency, customer experience, and commercial performance.
• Prepare recurring business reviews and executive reporting for Americas and Global leadership teams.

Vendor & Stakeholder Management

• Build strong relationships with external partners and lead regular operational reviews to ensure service excellence and accountability.
• Collaborate cross-functionally with Merchandising, Marketing, Finance, Retail, Operations, Customer Service, and Technology teams to support business objectives.
• Act as the primary escalation point for operational and customer service issues, driving timely resolution and continuous improvement.

Process Improvement

• Identify opportunities to streamline processes, improve operational efficiency, and enhance the customer journey.
• Establish and monitor operational KPIs and service standards, escalating risks and recommending corrective actions as needed.
• Support the development and documentation of operational procedures and best practices.

Skills & Qualifications

• 4–6 years of E-Commerce, digital operations, or related experience; preferably in the luxury retail industry.
• Bachelor's degree or equivalent professional experience.
• Hands-on experience with Salesforce Commerce Cloud (SFCC).
• Experience supporting order management, fulfillment, inventory, and customer service operations within an E-Commerce environment.
• Strong analytical skills with the ability to translate data into actionable business recommendations.
• Advanced proficiency in Microsoft Excel and Microsoft Office Suite.
• Excellent organizational, communication, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment with strong attention to detail.
• Strong problem-solving skills with the ability to proactively identify issues, assess risk, and drive effective resolution.
• Demonstrated ability to influence cross-functional partners and manage projects across multiple teams and stakeholders.
• Experience working with third-party vendors, service providers, and technology partners, including performance management and issue resolution.
• Proven ability to balance operational execution with strategic thinking and continuous process improvement.
• Customer-centric mindset with a passion for delivering a best-in-class luxury client experience.
• High level of accountability, ownership, and follow-through, with the ability to work independently and make sound business decisions.
• Ability to lift or carry (pushing/pulling) up to 25 pounds (or more).
• Ability to bend, stoop, reach or squat to handle and stock merchandise
• Ability to travel domestically and internationally as needed