icebreaker: eCommerce Operations Analyst

Join the icebreaker Family

icebreaker is more than just a company.

To us, it’s about the culture we create and the change-makers we work with that bring the essence of our business to life.

We're passionate about connecting people to natural alternatives. Driven by the belief that nature has the answers, we lead a movement towards a more natural way of living by taking unnecessary plastic out of performance apparel.

icebreaker continues to challenge the status quo while championing natural, transparent, and responsible ways to do business.

Inspired by our purpose we are incredibly proud that 95% of our fibers are natural or plant-based. The constant pursuit of better is what drives our progress.

We're not perfect, but we're looking for solutions that make a positive difference. Come join our movement.

eCommerce Operations Analyst

The eCommerce Operations Analyst will be responsible for the day-to-day management and ongoing optimizations to the North American ecommerce business operations to ensure consumer satisfaction and operational excellence.

They will work closely with the Sr Manager of Ecommerce, North America to help run the ecommerce business and deliver revenue targets.

How You Will Make a Difference

• Own regional ecom trade reporting; preparing and sharing daily, weekly, and monthly reporting.
• Track operational KPIs (customer satisfaction, NPS, case resolution time, shipping lead time) by collaborating with internal functions and monitoring reports with a clear understanding of how the website is performing.
• Support day-to-day management of the website to ensuring the website is operational and is continually optimized (for example : payment, delivery, order flow, etc.).
• Monitor order accuracy and return rate, collaborating with cross channel teams to ensure consumer satisfaction.
• Utilize sales and consumer behaviour data to partner with the Sr Ecommerce Demand and Inventory Planner to identify low and soon to be out of stock items and negotiate inventory transfers.
• Own regional consumer data privacy policies and procedures with the help from the VF Central teams.
• Assist with other ad hoc projects and initiatives as needed.
• Act as a primary contact between the ecommerce team and customer service, the distribution center, supply chain, legal, technology teams, etc to enhance website performance to meet business objectives.
• Work closely with the US and Canadian ecom customer service teams to identify pain points and recommend actions to reduce customer service interactions.
• Collaborate with the operations team to ensure in-stock rates and protect inventory levels.
• Liaise with legal to stay up to date with privacy policies, legal requirements, and working closely with the ecommerce team to develop SOPs and implement on-site.
• Partner with the technology teams and act as the regional champion for regional features and initiatives. Provide business cases and requirements and lead the regional projects end-to-end.
• Coordinate with the technology teams to execute regional user acceptance testing prior to the launch of new features, campaigns / promos, seasonal launches, etc.

and monitoring the website for any post-launch bugs.

• Coordinate with regional teams to implement necessary changes on the website to improve the customer service and distribution center processes.
• Analyse return reports and post-transactional surveys to identify trends with product quality, product descriptions, user flow, payment processes, etc.

recommending and executing corrective actions to reduce return rate.

• Diagnose operational pain points, working with stakeholders to implement a solution using KPIs to deliver measurable success.
• Success in this position lies in having expert knowledge of the website’s daily functions and how the teams outside the ecommerce team impact consumer satisfaction.

The primary KPIs this position is responsible for is increasing the NPS score and consumer satisfaction, ensuring order accuracy, decreasing return rate, and maintaining inventory rates based on the seasonal cycle.

Free To Be,

As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity.

We are committed to building and maintaining a workplace that celebrates the diversity of our associates, allowing them to bring their authentic selves to work every day.

Skills for Success

Years of Related Professional Experience : 3 years

Educational Position Requirements :

A formal education and subsequent undergraduate / graduate degrees are nice to have, but we are most interested in your total experience and professional achievements.

• A minimum of three years of ecommerce experience in a trading environment
• Previous experience with ecom platforms (experience with SFCC is desired but not required)
• Effective communication skills and the ability to work in a collaborative environment
• A continuous improvement mindset
• Strong time management skills
• Self-motivated and self-starter
• Proficient in Microsoft Office, strong Excel skills
• Understanding of GA360 / GA4
• How to set and commit to a long-term business objective based on industry intelligence, market drivers, and brand values.
• How to use one’s understanding of icebreaker and key market drivers to iteratively optimize and capture business opportunities.
• How to approach challenges as opportunities.
• How to manage an ecommerce business.

Live with Integrity, Act Courageously, Be Curious, Act with Empathy, and Preserve.

What’s in it For You