OTB Group Digital Operations Coordinator, E-commerce

OTB Group is an international fashion conglomerate that houses unconventional, heritage and avant‑garde labels such as Diesel, Jil Sander, Maison Margiela, Marni and Viktor&Rolf, and holds stakes in complementary businesses. The Group is consumer‑centric and digitally oriented, with a strong emphasis on creativity, sustainability and cross‑border collaboration through its brands and the OTB Foundation.

1. Own day‑to‑day operations of the Salesforce platform for the e‑commerce site, including product listings, product launches and promotional launches.
2. Manage the external customer service agency: triage and resolve escalations, lead weekly case reviews, provide training on voice of the customer and distance‑selling best practices.
3. Monitor customer metrics such as Net Promoter Score and coordinate remediation for detractors in collaboration with internal teams.
4. Oversee shipment‑related operational issues including UPS claims, chargebacks and failed payments, ensuring timely resolution.
5. Maintain and deliver weekly and monthly operational reporting (inventory, cancellations, returns) and identify anomalies for business stakeholders.
6. Monitor fulfilment and cancellation rates and partner with warehouse and store teams to ensure timely processing of shipments.
7. Analyse return reasons to surface business‑critical issues and propose corrective actions to product, operations and retail teams.
8. Support and coordinate omnichannel activities across retail stores (19 stock points) and train store teams on omnichannel services and product knowledge.
9. Manage all site and operational tickets via Jira and provide ad hoc support to warehouse and omnichannel store teams.
10. Forecast yearly packaging needs and coordinate replenishment with vendors and stores.
11. Collaborate cross‑functionally with stakeholders in Paris and Milan to streamline processes and improve the digital customer experience.

1. Minimum 2 years of experience in a fast‑paced e‑commerce operations or digital support function.
2. Proven client service background with experience managing escalation queues; luxury retail/e‑commerce experience preferred.
3. Demonstrated ability to work independently, take ownership, and drive operational improvements.
4. Strong organisational aptitude with meticulous attention to detail and a sense of urgency.
5. Experience training third‑party vendors/agencies and managing vendor relationships.

1. Salesforce
2. Salesforce Commerce Cloud
3. Jira
4. Net Promoter Score
5. UPS (claims management)

At least 2+ years within an e‑commerce or digital operations team, ideally in a fast‑paced or luxury retail environment, with hands‑on exposure to customer service escalation management and omnichannel fulfilment processes.

OTB cultivates an entrepreneurial, creativity‑led culture that balances bold brand visions with a digitally driven, consumer‑centric approach. Teams operate cross‑functionally across international hubs, valuing initiative, collaboration and a commitment to sustainability.