Purpose of Role:
The Ecommerce Operations Manager plays a key role within the Group Ecommerce function, taking ownership of the day-to-day operational performance of the Four Marketing Group ecommerce websites, including: Agent Provocateur, Pretty Green, A-Cold-Wall, Albam Clothing, amongst others.
The role is responsible for outbound fulfilment, returns performance, operational integrations and carrier management, ensuring efficient order processing and delivery against customer SLAs.
Working closely with ecommerce, logistics, customer services, warehouse partners and payment providers, the successful candidate will independently manage operational workflows while contributing to ongoing platform and process improvements across the group.
Main Duties:
Fulfilment & Returns Performance
- Own the daily monitoring, reporting and performance of ecommerce outbound orders across all brands
- Ensure shipments meet customer-facing SLAs and escalate risks proactively
- Manage returns performance via third-party returns providers and warehouses
- Oversee refund and exchange processing efficiency
Customer Services
- Support the customer services team with operations related issues concerning orders, returns, payments and refunds
- Contribute to escalated resolution processes when required
Systems & Workflow Management
- Monitor ecommerce integration workflows (orders, returns, refunds, exchanges)
- Troubleshoot operational issues and coordinate resolution with internal and external stakeholders
- Maintain accurate data flows across ERP, WMS, web platforms and PSPs
- Maintain documentation and systems processing guidelines for dept.
Carrier & Supplier Management
- Manage carrier claims processes for lost, delayed or damaged parcels
- Track compensation recovery and provide regular reporting
- Support supplier performance management across carriers, returns providers and warehouses
Payment Operations
- Manage dispute and chargeback process for all websites
- Manage operational aspects of the payment service provider to maximise payment performance
Operational Improvement & Projects
- Contribute to systems rollouts and web platform migrations from an operational perspective
- Maintain issue logs and drive timely resolution of operational incidents
Identify and implement process improvements to increase efficiency and reduce cost
Please note, the roles and responsibilities listed above are indicative of the position and are not exhaustive and the role includes actions based on any reasonable requests by a line manager.
Four Marketing Group London, England Office
Market Road, London, United Kingdom, N7 9PW
