E commerce Operations Assistant

Position

Do you wish to join the House of Dreams?

In this House, you will continue to perpetuate the dream of our creator: that of a more beautiful and happier world.

You will also consolidate our vision: to become the most desirable House in the world of beauty, an absolute reference of French luxury, a symbol of joy and hope.

This Vision Is Carried By Our Six Values That You Will Embody Daily As Designers Of Dreams - Values That Engage And Define Us

Create Passionately

Craft together with joy

Excel for ultimate luxury

Lead with audacity

Cultivate Triumphant inclusivity

Commit and act to re-enchant the world.

Design your dreams with Dior.

Your Impact

Within the E Business / E-commerce team, the E-commerce Operations Assistant is responsible for supporting the day-to-day operations of Dior.com, helping to ensure a smooth post-order journey and high-quality customer service. Acting as a main point of contact between the e-commerce team, warehouse, customer service, logistics, and finance teams, this role supports order flow monitoring, issue resolution, aftersales processes, and website operational maintenance.

This role is crucial for ensuring a smooth post-order journey and high-quality customer service for Dior.com, maintaining Dior’s high standards of service and supporting continuous improvement.

The holder of this position will work closely with various functional partners, including the e-commerce team, warehouse, customer service, logistics, and finance teams.

Position

Key Responsibilities

Order and Fulfilment Support:

• Monitor daily order flow, including processing stuck/open orders, shortages, cancellations, payment issues and flag risks for resolution
• Troubleshoot order management in Salesforce and SAP, payment system, and delivery issues and prevent recurrence
• Liaise with logistics, customer service, and finance teams to ensure timely resolution of incidents and escalations
• Track delivery performance and returns, supporting exception handling and root cause analysis
• Act as a daily point of contact with the warehouse on operational matters, including machine maintenance, Art of Gifting fulfilment, and packaging materials

Customer Service and Aftersales Support

• Handle the escalated customer queries, chargebacks, DPD claims, and suspected fraud cases, in collaboration with customer service, logistics, and finance teams in a timely manner with clear communication
• Support aftersales activities by monitoring customer reviews, and coordinating exceptional gift/AOG send-outs where relevant to enhance customer satisfaction and NPS
• Support the review of customer service interactions and templates across email, chat, and calls to help maintain Dior’s tone of voice and service standards
• Assist in updating customer service process logigramme and guidance documents to improve consistency and efficiency
• Liaise with central CS manager and CS team leaders to share feedback, align on ways of working, and support continuous improvement

Reporting and Monitoring

• Maintain trackers and reports for key operational KPIs (order failure rate, order processing, SLA, cancellations), customer service (refunds, replacements) and financial reconciliation to provide insights
• Identify inefficiencies and contribute to the continuous improvement of operational and customer service workflows

Website Maintenance and Project Support

• Support website operational updates including shipping information, payment-related messaging, FAQs, footer links, T&Cs, and transactional emails to help reduce customer friction by ensuring customers see clear and relevant information in advance
• Assist with website testing for new projects and features acting as a point of contact between warehouse, Beauty Tech and SAP team and issue follow-up to improve the online experience

Assist With Ad Hoc Operational Tasks

• Prepare weekly and monthly operational reporting and support additional tasks as required by the E-commerce Manager.
• The responsibilities outlined in this job description are subject to change based on the company’s needs and ongoing projects

Profile

Ideally, you would have previous experience in e-commerce operations, customer service, order management, or a related operational role

Soft Skills That Align With Our Values

• Create Passionately:
• Genuine interest in digital operations and innovations to deliver a premium onl…