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.
What We Do
Four Marketing Group was founded over 25 years ago in London. The Group’s portfolio of businesses continues to grow, always seeking excellence in the products it distributes. Four Marketing Group consists of a number of luxury brand businesses including:
Four Marketing; the founding company, providing wholesale sales, agency representation and distribution
Four Works; our DTC service offering, operating retail stores, eCommerce and warehousing for key brand partners.
Present Agency; our digital agency, delivering a diverse range of services, from creative fashion campaign development to press communication.
Agent Provocateur; An iconic label defined by confidence, sensuality and irreverence with boutiques operating across Europe, America and Asia. Empowering individuals and pushing boundaries since 1994. For more information and job roles with Agent Provocateur, please visit:
https://www.linkedin.com/company/agent-provocateur/jobs
Albam; A contemporary menswear label founded in 2006, characterised by the timeless utilitarian design ethos and high-quality construction
Arctic Army; Since its arrival in 2017, Arctic Army encapsulates a unique aesthetic for the outerwear market and the combination of refined tailoring and over-the-top silhouettes creates bold, yet wearable pieces. Unapologetic outerwear has become a mantra of sorts for Arctic Army, which is a strong reference to the brand’s luxury and maximal ethos with a 90s inspired ‘forever mood’.
