Digital Operations Coordinator EMEA

Michael Kors is always interested in hearing from talented, globally minded individuals with a passion for fashion.

If you enjoy working in a creative, fast paced environment, then we would love to hear from you!

Job Title: Digital Operations Coordinator, EMEA

Location: London

Reporting to: Assistant Manager, Digital Operations, EMEA

Established in 2016, the Digital department has undergone rapid expansion as it strives to deliver an aggressive roadmap alongside equally aggressive revenue aspiration. The team currently manages eight localized transactional websites, servicing 56 countries (and growing) including UK, Germany, France, Spain, Italy, Australia, Singapore, India, South Africa and more.

You are an organised and detail oriented individual, a natural problem solver with a passion for ecommerce and customer experience. You thrive in a fast paced environment, enjoy solving problems, and are confident in managing multiple priorities, bringing meticulous attention to detail to everything you do. You have strong numerical and analytical skills, and enjoy digging into data to get to the root cause of an issue. Proactive and collaborative, you build strong relationships across teams and take ownership of your work, always looking for opportunities to improve processes and deliver the best possible customer experience.

As Ecommerce Operations Coordinator, you'll play a key role in the day to day running and optimisation of our ecommerce business. Working closely with teams across Digital, Customer Care, Logistics, Retail, Technology, Payments and Loss Prevention, you'll help ensure our websites and operational processes are running efficiently and delivering an exceptional customer experience.

You'll be responsible for monitoring site performance, coordinating operational activity, supporting trading events and promotions, identifying opportunities for improvement, and helping drive operational excellence across our global ecommerce platforms. You will have a key focus on revenue retention and loss prevention, working with all teams to ensure a safe shopping experience and to protect the business from fraudulent activity through payment platform, AI tools, and product/shipping channels.

• Support the day to day operation and optimisation of our global ecommerce platforms, ensuring a seamless customer experience across all markets.
• Monitor website performance and customer journeys, proactively identifying, investigating and escalating issues where required.
• Act as a key point of contact between Digital, Customer Care, Logistics, Retail, Technology and external partners.
• Coordinate the operational delivery of key trading events, campaigns, promotions and seasonal sales.
• Support website updates, releases and enhancements through accurate briefing, QA testing and validation.
• Produce regular reporting and analysis, identifying trends, opportunities and areas for improvement, using AI tools where relevant.
• Collaborate with internal teams and third party providers to resolve operational, fulfilment and payment related issues.
• Create and maintain operational documentation, processes and best practice guides.
• Support loss prevention efforts, including handling disputes and chargebacks, to protect the business from fraudulent activity.

• 1 3 years' experience in Ecommerce Operations, Digital Operations or a similar ecommerce role, ideally within fashion, lifestyle or retail.
• Experience working with multi market, localized ecommerce websites.
• Strong understanding of ecommerce operational processes, including fulfilment, customer service, payments and returns.
• Experience working cross functionally with technology, logistics, customer care and commercial teams.
• Experience working on social selling, marketplace or concession partners.
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• Experience using AI tools to support data analysis and reporting.
• Excellent communication, organisation and stakeholder management skills.
• Experience using ticketing and project management tools such as Jira, Asana, or similar.
• Experience supporting QA/UAT testing and issue resolution.
• Experience with loss prevention processes, such as dispute and chargeback handling, is highly desirable.