Ecommerce Operations Coordinator

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. We bring together the expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, creating a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs. We craft exclusive eyewear brands Ray-Ban, Oakley, Oliver Peoples, Persol, Costa and more, alongside esteemed licensed brands such as Tiffany & Co, Burberry, and CHANEL whilst our cutting-edge lenses Varilux and Transitions lead the industry in innovation. In Australia and New Zealand, we operate the iconic retail and eye care brands: Sunglass Hut, Oakley, OPSM, Ray-Ban and Laubman & Pank. Every day, EssilorLuxottica’s 190,000 employees in 150 countries work towards a common mission to help people see more and be more. 

Join our team as our eCommerce Operations Coordinator and help foster our customer journey by delivering a seamless and customer-focused online experience across EssilorLuxottica's websites, including OPSM and Clearly.com. You’ll be involved in streamlining processes and providing support for the team's daily eCommerce operations between our customer service team and distribution facility. Work across a variety of tasks from assisting with online activities through to the integration of projects and new website features.

Reporting to our E-Commerce Operations Manager you’ll be supported with your eCommerce journey and have lots of cross collaboration with our agency partners, vendors, store operations team and our Global eCommerce team.

Requirements for Success

• Act as a liaison between Customer Service and Distribution Centre teams to resolve customer issues related to the website and supply chain
• Collaborate with store operations teams to deliver a seamless omnichannel customer experience.
• Manage customer service escalations and ensure timely resolutions
• Communicate online activities, website enhancements, and updates to internal stakeholders
• Support the backorder process, including reporting and resolution
• Monitor weekly gross-to-net performance and assess supply chain operations
• Identify and propose improvements to enhance the customer experience
• Assist in tracking and analysing Net Promoter Score (NPS) trends
• Facilitate project integration, including discussions, User Acceptance Testing (UAT), and post-launch hypercare
• Test new website features, enhancements, and functionality to ensure optimal performance
• Raise and manage JIRA tickets for site issues and recommend enhancements
• Investigate customer-reported functionality issues, develop solutions, and communicate updates to stakeholders

Skills & Experience

• Tertiary education in one of the following fields: Business, Commerce, eCommerce, Digital marketing or Marketing
• 1-2 years relevant experience within retail or eCommerce
• Microsoft Office Suite – particularly Excel 
• Excellent written and verbal communication skills 
• Previous copy writing experience
• Highly driven, passionate about online retail & quick to learn 
• Strong problem solving &self-management skills with ability to prioritise deadlines  

Working at EssilorLuxottica

A career with EssilorLuxottica will offer you rewarding experiences and the opportunity to develop your skills every day. Working at our head-office located in North Sydney, you will enjoy:

• A generous yearly product allowance for you to spend across our portfolio of brands
• Wellness amenities including reformer a Pilates studio, Yoga classes, Personal training and Bike storage.
• Abundance of local cafes, a major shopping centre and close to public transport facilities
• Global volunteering opportunities through our OneSight Foundation
• Wide range of career opportunities across the EssilorLuxottica network
• Complimentary full-time concierge services offering an exclusive hotel-style experience!
• Options for a hybrid working environment

To be considered for this opportunity, please click apply and send your cover letter and resume today.

As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage.

We value flexibility and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences - for our customers and for each other.