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Digital Operations Specialist

3 months ago

Melbourne, Victoria, Australia Aesop Full time

For over 37 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

We aim to strike the right balance between people, planet, and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are collectively committed to building a more sustainable and inclusive society.

Aesop is an endorsed employer for all women. See our range of benefits and policies directly at Work180: Aesop - Work180 Endorsed Employer.

Role Purpose

Aesop are seeking a meticulous and results-driven Digital Operations Specialist to join us for 12-months. Reporting to the Integrations Support Team Lead, you will be responsible for the performance and enhancement of Aesop's e-commerce order processing activities.

Specifically, this entails monitoring and maintaining all online fulfilment processes and ensuring any issues with online orders in Aesop's Hybris E-Commerce platform are resolved in a timely manner.

The role is also responsible for working within the Integrations Team to identify and resolve any issues with integrations between Hybris and other systems.

Some things you may find yourself doing

  • Maintain oversight of all global order processing activities, performing regular system checks to ensure processing errors are identified in a timely manner
  • Maintain a thorough understanding of each fulfillment model and its technical implementation, to ensure issues can be effectively resolved.
  • Collaborate with integration and application specialists to ensure a healthy flow of data is maintained between internal and third-party systems
  • Complete a monthly reconciliation of online orders, extracting data from a variety of sources and analysing for the root cause of any interruptions
  • Respond to general support enquiries relating to order processing, customer account and checkout-related issues
  • Analyse API logs to identify error responses and to validate resolution efforts
  • Respond to incidents caused by unexpected downtime or corrupted data, to ensure services are recovered and stakeholders are kept informed
  • Identify opportunities to reduce processing errors with the use of automation
  • Engage stakeholders to resolve aged transactions and misaligned sales in downstream systems
  • Act as point of contact with Digital Operations on issues management and communications to customer service teams.
  • Coordinate Digital End-of-Month activities, including finalising open Click & Collect orders.

What we are looking for

  • Some experience in a similar in e-commerce operations role (in areas such as fulfillment, online payments & fraud, order management)
  • Advanced knowledge of e-commerce platforms (preferably SAP Hybris), fulfilment systems and operational technologies, including Microsoft Excel and log management systems.
  • Strong technical skills and experience in root cause analysis, identifying key drivers behind specific outcomes, and implement effective solutions
  • Experience with NetSuite or similar is desirable
  • Experience with integration of multiple cloud-based systems and data, as well as associated techniques and technologies for automation of integration is desirable
  • Excellent understanding of or experience in retail industry is highly regarded
  • Ability to work in a fast paced, user focused environment collaboratively or independently

What's on Offer:

At Aesop, we believe that the best people drive our business to continued success and so we take a holistic approach to employment, promoting employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering, matched giving programs. In addition, we offer:

  • Flexible working arrangements (we value work-life balance)
  • Flexible Fridays (summer hours)
  • Generous product discount of up to 50% & complimentary product allocation
  • Team lunches, sponsored social clubs, team events, and celebrations
  • Parental leave and vaccination leave
  • Individual training budget - strong focus on Learning and Development – access to the entire LinkedIn training library suite, and funded training programs
  • Home office set-up reimbursements
  • Short term incentive bonus programs to reward performance for applicable roles
  • Access to Employee Assistance Program along with other wellbeing offerings including a complimentary Headspace subscription

View our benefits/policies and the great work we do through Work180

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact our TA team on