Head of Ecommerce & Customer Operations

Calling all originals: At Levi Strauss & Co. you can be yourself and be part of something bigger. Were a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit and your future.

About the Job

Reporting to the VP Ecommerce Europe youll own and drive the ecommerce operating engine across Europe ensuring delivers scalable growth through best-in-class operational execution customer experience optimisation and commercial performance. You will be accountable for transforming ecommerce operations into a high-velocity growth driver connecting product platform customer care payments and personalisation into a seamless revenue-generating ecosystem. Youll lead and inspire a blended team of internal and external partners building the foundations rhythms and operating models that enable sustainable growth increased lifetime value and long-term brand loyalty.

Key Responsibilities

Ecommerce Operations & Commercial Execution

• Own the end-to-end ecommerce operating model ensuring flawless execution across PIM CMS product setup localisation navigation search promotions and trading readiness.

• Drive speed accuracy and scalability in product launches campaigns and seasonal peaks minimising friction and maximising conversion.

• Build and continuously evolve clear frameworks playbooks calendars and workflows that align global regional and in-market teams around commercial priorities.

• Act as the operational link between trading merchandising tech and brand ensuring strategy translates into execution on-site.

• Identify and remove operational bottlenecks that limit growth time-to-market or customer experience.

Team Leadership & Operating Model Ownership

• Lead coach and develop a core internal team of 3 setting clear accountability priorities and development plans.

• Own and orchestrate a large external delivery organisation of 30 team external members across customer service.

• Build a high-performing blended team model ensuring internal ownership external scalability and consistent quality of delivery.

• Establish clear governance KPIs and performance management across internal and external teams to drive accountability and continuous improvement.

• Create a strong team culture with a shared focus on commercial outcomes operational excellence and customer impact.

Omnichannel Customer Service & Retention Engine

• Lead omniCustomer Service & Experience as a growth lever not just a support function-balancing speed quality cost efficiency and loyalty outcomes.

• Own BAU contact performance across Europe driving measurable improvements in CSAT NPS resolution time and repeat purchase behaviour.

• Scale self-service capabilities account functionality and service automation to reduce friction while improving customer satisfaction.

• Turn customer insights and feedback into prioritised site journey and operational improvements closing the loop between service and ecommerce performance.

• Lead the personalisation strategy delivering 1:1 and segment-based experiences across ecommerce touchpoints to increase engagement AOV and LTV.

Checkout Payments & Trust

• Own the frictionless checkout strategy optimising conversion payment success rates and customer trust.

• Scope prioritise and deliver localised payment methods aligned to market needs and commercial performance.

• Partner closely with Fraud Legal and Privacy teams to balance risk management with customer experience ensuring compliance without compromising growth.

• Stay ahead of regulatory privacy and payments landscape changes and proactively translate them into platform and experience improvements.

About You

• 8 years experience leading ecommerce operations trading or digital commerce execution in a complex multi-market environment.

• Proven experience leading both internal teams and large external/vendor-based delivery models.

• Strong commercial mindset with the ability to connect operational detail to business outcomes.

• Demonstrated ability to build clarity momentum and accountability across matrixed and distributed teams.

• Confident communicator-able to clearly articulate priorities influence decision-making and drive alignment at senior levels.

• Highly analytical with experience translating data and insights into clear actions and measurable impact.

• Exceptionally organised detail-driven and comfortable managing multiple priorities in a fast-paced environment.

• Collaborative people-first leader with a bias for action and continuous improvement.

This is a hybrid position based at our London Great Marlborough Street office. You will be expected to be in the office three days per week though time in the office may vary depending on business needs.

The expected salary range for this role is 81500 - 108700 per year. The amount an employee will earn within the salary range will be based on factors such as relevant education qualifications performance and our needs. Salary ranges may vary by location and currency.

Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay paid leave product discounts and more designed to help you and your family stay healthy meet your financial goals and balance the demands of your work and personal life. Available benefits and incentive compensation vary depending upon the specifics of the role; details relating to a specific role will be made available upon request. Read more about our benefits here.

LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures backgrounds and experiences to make LS&Co. a collective success.

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LOCATION

FULL TIME/PART TIME

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