Location
London Office, United Kingdom

Hours
Full Time

Salary
Negotiable

About the Role
UNIQLO, a leading brand of the Fast Retailing Group and one of the largest apparel retailers globally, is seeking an Ecommerce Service Delivery and System Operation Specialist to support our EU market from our London office. Reporting to the Ecommerce Product Manager and working closely with the Japanese System Operation team, you will be responsible for the day-to-day operation and ongoing service delivery of our in-house digital e-Commerce platform across UNIQLO Europe.

Your key responsibilities include managing the technical administration and maintenance of the platform’s back end, front-end, and product data, ensuring smooth operation across all business functions such as on-site experience, order fulfillment, payment processing, and digital marketing. You will monitor software updates, maintenance, launches, and business event preparations to safeguard system stability.

Operational excellence is critical, and you will implement best practices for system monitoring, alert development, troubleshooting escalation, and knowledge base management. You will supervise the Tokyo HQ Ecommerce support team and collaborate on continuous improvement initiatives.

As a problem solver, you will partner with user experience specialists, digital designers, merchandisers, logistics, and inventory teams to enhance and refine customer experiences. You will escalate and own problem resolution with 3rd line support or external partners until solutions are delivered.

Additionally, you will support project management and business analysis for platform enhancements, maintain centralized documentation, assist in creating product specifications, release notes, and progress reports. You will lead continuous improvement plans and ROI analysis, coordinating enhancement projects from requirements gathering through testing and user acceptance to ensure business expectations are met.

This role offers a unique opportunity to work collaboratively with global teams including Ecommerce Product Managers, leadership, and stakeholders at Global HQ in Tokyo to build the best Ecommerce support function for our customers.

Experience
- Minimum 5 years working within a retail digital/ecommerce team servicing a global scale.
- At least 5 years in a service delivery (web service) and/or technical role.
- Proven experience analyzing business requirements and creating epics/user stories.
- Experience collaborating with technical development teams, product owners/managers, and business/technical analysts in Agile environments.
- Demonstrated ability to work effectively with external partners and third-party vendors.
- Proficient in data analysis using SQL.
- Experience creating system design documentation.
- Knowledge of payment platforms/gateways integrated with ecommerce systems is a plus.
- Understanding of technologies such as HTML, AWS, and microservices.
- Strong command of software tools including Microsoft Office Suite, Miro, Jira, and Confluence.
- Familiarity with digital tools such as CRM, CMS, analytics, and optimization platforms.
- Understanding of business technology mapping.

About you
- Continuous improvement mindset (Kaizen) with eagerness to learn new knowledge.
- Strong experience and understanding of IT technologies.
- Excellent communication and presentation skills.
- Collaborative team player focused on achieving common objectives.
- Fluent in English; additional language skills (EU languages, Japanese) are advantageous.

Qualifications
Relevant qualifications are welcomed but not explicitly required; emphasis is placed on experience, skills, and a proactive attitude.