We are currently recruiting for a Digital Operations Specialist to join our Ecommerce team on a fixed-term contract. Reporting to the Global Head of Digital Operations, this role will play a key part in supporting the delivery, performance, and continuous improvement of digital technology and services across our global ecommerce operation and vendor network.
This is a hands-on role suited to someone who thrives in a fast-paced environment and enjoys taking ownership of operational delivery rather than purely managing or delegating tasks. The successful candidate will be technically minded, highly organised, and capable of managing multiple workstreams while developing expertise across a broad range of systems, processes, and technologies.
You will have the ability to translate technical issues into clear, practical language for both business and technical stakeholders, and be confident communicating complex processes to audiences at all levels, including senior leadership teams. Strong relationship-building skills are essential, as the role involves working closely with internal stakeholders and external vendors across the global business.
We are looking for someone who remains calm under pressure, demonstrates excellent time management and organisational skills, and can motivate others in demanding, time-critical situations. Experience in stakeholder and vendor management, combined with the ability to influence and collaborate effectively across teams, will be key to success in this role.
Key Responsibilities:
-
To support the day-to-day site monitoring of the Portmeirion Group digital channels, focussing on performance, channel availability and customer journey to realise the full sales potential of the channels.
-
To understand the ecommerce team requirements and create user stories in Jira / Dev Ops and help to manage the stories through with our digital agencies.
-
To monitor all key apps, data feeds and integrations to ensure effective and compliant operation of all Portmeirion Group websites.
-
Provide issue/defect management and impact analysis to support delivery of process improvements and change.
-
Continuously monitor digital channel activity identifying problems/defects and solutions for issues which impact site operations and digital channel customers.
-
Escalating identified issues accordingly and working proactively with wider business and technical teams.
-
Build and retain incident escalation and prioritisation processes with technical and business teams.
-
Maintaining a consolidated list of prioritised defects for future fixes and development and ensuring that commercial requirements are understood and communicated.
-
Daily or weekly stand ups with both internal and digital agencies.
-
Support ecommerce team to create and deploy CMS enhancements and templates.
-
Provide pre/post support for major change release activity, providing reporting and insight on the traffic to the Digital channels, including usage, trends and customer satisfaction/feedback.
-
Provide out-of-hours emergency operational support on a rota basis with leadership team.
-
Communicate to senior stakeholders during and after Major Incidents, or high risk and key event periods.
-
Be aware of business change, ensuring that stakeholders are always aware of releases and development taking place across the domains.
-
Look to continuously improve processes, ways of working and efficiencies.
-
Keeping internal documentation updated per new features release.
-
Manage assigned small scale projects within established scope, schedule, budget and transfer to BAU.
-
Always considering our customer. Continuously looking at areas that will improve our user experience cross device and browser.
Skills and Experience:
-
Proven experience in a similar role, working with a number of ecommerce platforms, ideally Salesforce Commerce Cloud and Adobe Commerce.
-
Knowledge of administering a CMS and of HTML, CSS.
-
Full software development lifecycle experience, including agile, release cycle management and hands on testing across multiple webstores.
-
Use Jira and ClickUp to raise bugs and prioritise with key stakeholder feedback to the relevant Development Managers.
-
Experience in managing 3rd party systems integrators, agencies and technical vendors.
-
An understanding of systems architecture – how various systems and data flows in support of an ecommerce platform.
-
Understanding of ecommerce payment gateways and processes, order management, data flows into ERP and data security.
