Senior E-commerce Operations Executive

Harrods is looking for a dynamic and results-driven professional to join our team as a Senior eCommerce Operations Executive. The focus of this role is to deliver an exceptional online customer experience by ensuring operational SLAs are consistently met or exceeded, while fostering a culture of continuous improvement to support the growth of online sales.

You will play a key role in driving business change by regularly reviewing roles and responsibilities, ensuring all operational processes are fully adopted and working efficiently. This position requires a proactive approach to identifying opportunities for improvement and implementing solutions that enhance both performance and customer satisfaction.

About the Role

As a Senior eCommerce Operations Executive at Harrods, you will play a pivotal role in ensuring operational excellence across our digital channels. This position focuses on delivering a seamless online customer experience by meeting and exceeding operational SLAs, driving continuous improvement, and collaborating with internal teams and third-party partners. You will be instrumental in managing issues, leveraging insights to enhance the end-to-end customer journey, and supporting initiatives that enable growth in online sales.

Build strong relationships with Harrods' third-party partners, aligning priorities and resolving issues to improve performance against operational SLAs.

Provide clear reporting to key business areas (Supply Chain, Customer Service, Finance, Digital, Retail) on SLA performance and improvement levers.

Manage issue resolution for any factors impacting operational SLAs and customer experience.

Use data insights and analysis to identify potential issues, propose solutions, and deliver improvements across the customer journey.

Drive adoption of new processes across customer service, fulfilment, returns, packaging, carrier experience, and customer communications.

You will bring a creative approach to problem-solving and a continuous improvement mindset, always seeking ways to enhance processes and deliver exceptional results. With a strong customer focus, you understand what constitutes an outstanding customer experience and strive to uphold it in every decision. You will demonstrate excellent leadership and management skills, coupled with the ability to build trusted relationships across all levels of the business and with external partners. Adaptable and flexible, you will thrive in changing priorities while leveraging your strong analytical skills and data-driven approach to inform decisions. Proficiency in Microsoft Office and a good working knowledge of Power BI will enable you to succeed in this role.

Harrods is one of the world's leading luxury department stores and we're becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world's most inspiring shopping experiences. Our Promise to You Help us make the impossible possible for our customers and we'll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. Uniquely You Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional. If you want to know more about life at Harrods, search #TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods.