Ecommerce Coordinator

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. Formed in 2018 by the combination of Essilor and Luxottica, our Company combines two centuries of innovation and human endeavour to elevate vision care and the consumer experience around it. We are home to the most loved and widely-recognized vision care and eyewear brands in the world. Our proprietary eyewear brands include Ray-Ban, Oakley, Costa, Vogue Eyewear, Persol and Oliver Peoples, complemented by over 20 prestigious licensed brands. Our advanced lens technologies include Varilux, Crizal, Eyezen, Stellest and Transitions. We offer superior shopping and patient experiences with a network of 18,000 stores including world-class retail brands like Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and GrandVision.

Every day, EssilorLuxottica’s 180,000 employees in 150 countries work towards a common mission to help people see more and be more. In 2021, the Company’s milestones included a collaboration with Meta to launch Ray-Ban Stories smart glasses; the acquisition of GrandVision bringing 39,000 new employees into our family; expansion of our International Employee Shareholding community, and the launch of Eyes on the Planet, our strategic approach to sustainability.

In Australia and New Zealand, we operate the iconic retail and eye care brands: Sunglass Hut, OPSM, Ray-ban and Laubman & Pank.

**Title**: eCommerce Coordinator

**Primary objective/General overview**:
Building advocacy by creating a seamless, positive online customer centric experience on Luxottica’s websites including Sunglass Hut, OPSM, Ray-Ban, Oakley and Costa Del Mar. Creating process efficiencies and supporting the team in the daily eCommerce operations.

**Main responsibilities and measurements**:
**Customer experience & process management**
- Management of the communication between the Customer Service & Distribution Centre teams to fix any issues customers come across on the website and within the supply chain
- Liaising with the store operations teams to ensure a seamless omnichannel customer experience
- Manage customer service escalations
- Manage the production of communications of online activities internally to stakeholders and website features & enhancements to support increased number of sales and website traffic
- Raising tickets in the JIRA system to track issues raised
- Assisting with the backorder report and process
- Monitor the weekly gross to net performance, and the operational performance of the supply chain
- Identifying and workshopping customer experience improvement opportunities.
- Assist in monitoring the NPS

**Site performance**
- Assist in shaping the ecommerce roadmap and offer recommendations and advice on ways to execute the roadmap
- Assist with the integration of projects, from initial discussion to post-go-live hypercare
- Testing new site features & enhancements
- Raising tickets in the JIRA system on any issues encountered on the site, as well as potential enhancements
- Testing scenarios where customers have identified as areas where they encountered issues with functionality
- Management of communication of issues with functionality to stakeholders
- Investigation and solution management of issues with functionality
- Supporting the integration and development of new features and enhancements
- Assist with and execute tasks associated with the release of new features and enhancements

**WHS Responsibility**
- Ensure compliance with all responsibilities as per Luxottica’s work health and safety (WHS) policies and procedures, as well as occupational health and safety, and rehabilitation legislation.

**Contribution of Culture**
- Celebrate success and learnings of the team - big and small wins
- Lead and inspire others by creating emotional connections and building meaningful working relationships
- Create a fun and energetic environment for all to engage
- Dare to be bold and committed when setting vision and big goals
- Lead and encourage team to be authentic in all they do

**Formal qualifications/certification required**
- Tertiary education in one or more of the following fields: Business, Marketing, eCommerce, Digital marketing

**Experience required**:

- Previous experience in retail
- Entry-level role

**Knowledge & Skills required**:

- Microsoft Office Suite - particularly Excel
- Basic HTML highly regarded
- Excellent written and verbal communication skills
- Copy writing
- Strong project management and self-management skills with demonstrated ability to prioritise under tight deadlines
- Strong attention to detail
- Highly driven, passionate about online retail & quick to learn

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

We are a highly diverse group of over 80,000 individuals in 150 countries, we are united as one enthusiastic community of dedicated, fun and passionate people. We have always been comm