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 business functions such as on-site experience, order fulfillment, payment processing, and digital marketing. You will stay ahead of software updates, launches, and business events 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.

In addition, you will partner with cross-functional teams including user experience specialists, digital designers, merchandisers, logistics, and inventory control to enhance and resolve platform issues. You will act as the problem owner for escalations to 3rd line support or external partners until resolution.

You will also support project management and business analysis for platform enhancements, maintaining documentation repositories, creating product specifications, release notes, and progress reports. Leading continuous improvement plans and ROI analysis, you will coordinate enhancement projects from requirements gathering through user acceptance testing to ensure successful service launches.

This role offers a unique opportunity for a pragmatic problem solver to work collaboratively with Ecommerce leadership and global stakeholders 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 service delivery (web service) and/or technical roles.
- 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.
- Skilled in working with external partners and third-party vendors to achieve common objectives.
- 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.
- Excellent proficiency in Microsoft Office Suite, Miro, Jira, and Confluence.
- Strong knowledge of digital tools including 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 preferred but not explicitly required; emphasis is on experience, skills, and a proactive attitude.