Job Title: Omnichannel Operations Assistant Department: Omnichannel Reporting to: Omnichannel Operations Supervisor Role Purpose: Reporting and maintenance of Operational SLA’s and KPI’s for Jimmy Choo ecommerce, including the regional warehouses, store fulfilment and for our Farfetch Partnership. Supporting global stockpoints and our Customer Service team with any operational and logistic queries relating to ecommerce orders. Key Responsibilities and Duties Supporting our regional warehouses and stores regarding individual and in some cases overarching eCommerce operational exceptions and fulfilment queries. Ensure speedy resolutions, always with the customer experience front of mind. Daily reviews and guidance on any operational queries for stockpoints or Customer Service (for example missing parcels or items, late shipments, quality issues, returns and exchanges, cancellations etc.) Work hand in hand with the Customer Services team and Operations Supervisor to ensure the customer expectations and delivery promises are always met Assist the wider team with any ad-hoc Operational and order management based activities Consistently collate weekly reporting for the team ensuring all operational KPI’s are covered e.g. speed of sending, store order acceptance rates, cancellations Regular reviews of store fulfilment performance, and follow-up for feedback/guidance to the appropriate teams Assist the wider Operations team with building training material relating to our fulfilment and returns processes Suggest operational efficiency through knowledge and best-practice, including ways to drive cost reductions, and anything which will promote an improved customer experience Take care of day to day carrier escalations including lost/damaged parcel investigations and claims Ensure stock accuracy and any inventory management issues are appropriately dealt with Skills, Experience & Qualifications Familiarity and understanding of ecommerce fulfillment operations (preferably in luxury retail, but not essential) Experience working closely alongside or within a global Customer Service team Experience working with operational, ecommerce order management and ticketing systems is beneficial e.g. SAP, SFCC, Zendesk, JIRA Understanding of quality control A basic understanding of logistics, having worked with global and localised carriers such as DHL & UPS Excellent oral and written communication skills and experience working with customers internally and externally Possess excellent business judgment, be resourceful, able to manage ambiguity and prepared to get involved as needed Strong analytical skills, experience working with and building reports in Excel Highly organised with the capability to multi-task and prioritise to meet tight deadlines Role may include limited bank holiday cover only at peak times of year — At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V