E-Operation Assistant Manager

About The Job

The E-Operation Assistant Manager is responsible for driving operational excellence across key areas of the e-commerce journey, including order management, delivery, unboxing, and returns. This role also contributes to continuous improvement by analyzing customer feedback, identifying root causes, and working with internal stakeholders to implement effective solutions.

In addition, this position manages projects related to the Client Service Center (CSC), particularly in the areas of Order and Delivery, and acts as a key liaison across multiple functions to ensure smooth execution of both local and global initiatives. The successful candidate will bring strong project management capability, operational knowledge in e-commerce, and excellent communication skills in both English and Japanese.

Job responsibilities

E-Commerce Operations Management: Managing projects related to order, delivery, unboxing, and returns, driving operational improvements for efficiency and customer satisfaction, monitoring performance during peak periods, and collaborating with Logistics for seamless order processing.

Order, Delivery, Unboxing, and Returns Oversight: Ensuring operational stability for these processes, strengthening performance through internal and external coordination, analyzing return trends to identify root causes, and partnering with cross-functional teams to improve efficiency and client experience.

Order Monitoring and Continuous Improvement: Monitoring suspicious order patterns, identifying risks through ongoing analysis, collaborating with relevant teams to strengthen control measures, and continuously improving processes to support fair sales practices and business integrity.

Customer Feedback Analysis: Regularly collecting, reviewing, and analyzing customer feedback to identify issues and improvement opportunities, preparing reports with actionable insights, translating feedback into practical recommendations, and sharing relevant client feedback with retail teams.

Client Service Center Project Management: Managing CSC projects, especially those involving order and delivery processes, leading project activities from planning to post-launch, coordinating with CSC teams and cross-functional stakeholders to improve workflows, and evaluating project outcomes for further enhancements.

Cross-Functional Collaboration and Stakeholder Management: Working closely with various internal teams (E-Commerce, CSC, Retail, IS&T, Finance, Logistics, Supply Chain, Internal Control, Legal), communicating local business needs to regional/global stakeholders, and building collaborative relationships for successful project execution and operational improvements.

Profile

Required Experience

Minimum 3 years of experience in e-commerce operations or related e-commerce project management.

Experience managing projects involving multiple stakeholders from initiation through implementation and follow-up.

Solid understanding of e-commerce operational processes, particularly in order management, delivery, returns, and customer service.

Required Skills And Competencies

Strong communication and stakeholder management skills in both English and Japanese(reading, writing, and speaking).

Ability to work effectively with cross-functional and multicultural teams.

Strong analytical and problem-solving skills, with the ability to identify root causes and recommend practical solutions.

Customer-oriented mindset with a strong focus on service excellence.

Ability to manage multiple priorities in a fast-paced environment.

Strong organizational skills and attention to detail.

Preferred Qualifications

Experience in international or multicultural business environments.

Exposure to luxury retail, digital retail, or premium customer service operations.

Interest in the luxury industry and a passion for delivering elevated client experiences.

Additional information

Key Internal and External Relationships

Internal

E-Commerce

Client Service Center

Retail Operations

IS&T

Finance

Logistics

Supply Chain

Internal Control

Legal

External

Local vendors (if applicable)

HQ Business Owners

HQ Product Owners

Recruitment steps

1st Interview: HR Interview

2nd Interview: HM Interview

3rd Interview: Head of Div Interview

Reference LVM32891