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, Ray-Ban

**Department**: Luxottica eCommerce

**Reports to**: eCommerce Operations Manager

**Who is EssilorLuxottica?**

EssilorLuxottica, a fully integrated player, is a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. EssilorLuxottica is home to the most loved and widely-recognized vision care and eyewear brands in the world, including Ray-Ban, Persol and Oakley as well as designer liscened brands like Versace, Prada and Burberry.

**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, and Oakley and Costa Del Mar. Creating process efficiencies and supporting the team in the daily eCommerce operations.

**Main Responsibilities**
- Customer Experience & Process Management
- Management of the communication between the Customer Service & Stores/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
- Managing and Coordinating with store operations teams training guides and timelines for Omni services
- Reporting and analysis of how our omni services are performing in particular our Click to Bell, pending orders, cancelation rates/reasons
- Manage customer service escalations as well as highlighting any trends and possible improvements needed
- Manage the production of communications of online activities internally to stakeholders including promotional and marketing information and website features & enhancements to support increased number of sales and website traffic
- Raising tickets in the JIRA system to track issues raised
- Management of the backorder report and process
- Monitor the weekly gross to net performance and Click to Bell performace, and the operational performance of the supply chain
- Based on reporting and analysis, identify trends/ improvements needed and brainstorming solutions
- Identifying and workshopping customer experience improvement opportunities.
- Assist in monitoring the NPS and escalating any trends

**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 ofAssisting in communicating tion 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
- Assist in brainstorming ways to grow, improve and enhance the omni experince

**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