E-commerce Operations Assistant

About the role

Join Dior’s E Business / E-commerce team in the London office and help keep Dior.com running smoothly after an order is placed. In this position, you will support the full post-purchase journey, coordinate with teams across e-commerce, warehouse, customer care, logistics, and finance, and help maintain the high service standards expected from the House of Dior.

Dior describes itself as a House of Dreams, guided by a vision of beauty, happiness, French luxury, joy, hope, and six daily values: creating with passion, working together with joy, striving for ultimate luxury, leading boldly, embracing inclusive excellence, and helping re-enchant the world.

What you will do

• Keep a close watch on daily order activity, including orders that are stalled or open, shortages, cancellations, payment failures, and other risks, then help drive their resolution.
• Investigate and resolve issues in Salesforce, SAP, payment tools, and delivery processes, while working to stop repeat problems from happening again.
• Coordinate with logistics, customer service, and finance to close incidents and escalations quickly and clearly.
• Follow delivery performance and returns data, and support exception handling plus root-cause analysis.
• Serve as the daily operational contact for the warehouse on matters such as equipment maintenance, Art of Gifting fulfilment, and packaging supplies.
• Manage escalated customer matters, chargebacks, DPD claims, and suspected fraud cases with support from customer service, logistics, and finance teams.
• Assist aftersales work by reviewing customer feedback and helping arrange exceptional gift or AOG send-outs where needed to improve satisfaction and NPS.
• Review customer service conversations and templates across email, chat, and phone to help keep Dior’s tone of voice and service quality consistent.
• Help update process flow documents and guidance materials for customer service to make work more consistent and efficient.
• Share feedback with the central customer service manager and team leaders to align working practices and support ongoing improvement.
• Maintain operational and customer-service trackers covering KPIs such as order failure rate, processing, SLA, cancellations, refunds, replacements, and financial reconciliation.
• Spot inefficiencies and contribute ideas that improve operational and service workflows.
• Support updates to website content such as shipping details, payment messages, FAQs, footer links, terms and conditions, and transactional emails so customers receive clear information upfront.
• Assist with testing for new website projects and features, acting as a link between warehouse, Beauty Tech, and SAP teams and following up on issues to improve the online experience.
• Prepare weekly and monthly operational reports and help with other tasks assigned by the E-commerce Manager.
• Be aware that the duties in this role may change as business needs and projects evolve.

What you need

• Experience in e-commerce operations, customer service, order management, or a similar operational role.
• Experience working with multiple stakeholders in a cross-functional environment.
• Exposure to luxury, fashion, beauty, or retail businesses is an advantage.
• A degree in Business, Marketing, or a related discipline is preferred.
• Confidence using e-commerce and operational systems such as SAP, Salesforce, or similar tools.
• Comfort working across several systems and understanding end-to-end operational processes.
• Good Excel skills and the ability to use data for reporting and tracking issues.
• Ability to diagnose operational or system problems and coordinate follow-up with the right teams.
• Strong problem-solving ability and a calm, proactive approach under pressure.
• Excellent attention to detail, strong ownership, and the ability to stay organised while handling several priorities.
• Clear communication skills and the ability to build effective relationships with virtual and cross-functional teams.

Additional information

Inclusivity is central to Dior’s approach and is treated as a daily practice, not just a principle. The company aims to be a place where people from different backgrounds feel respected, welcomed, and valued. If you need reasonable adjustments during the application process, you may mention this in your application.

If you are already an LVMH employee, you are asked to apply through the internal LVMH careers channel referenced by the employer.

Recruitment process

Your application will first be reviewed by a recruiter. If your profile matches the hiring team’s expectations, you will be invited to an initial HR interview. Later stages include in-person interviews with the hiring manager, and a case study or task may be part of the process. The process may change depending on business requirements.

Development and career path

This role is designed to build both soft and technical skills, including problem solving, cross-functional collaboration, and data analysis for reporting and issue tracking. It may also support progression toward roles such as E-commerce Manager, Operations Manager, or Customer Service Lead.