Assistant Manager, eCommerce Operations
Tory Burch · Shanghai
We are an American luxury lifestyle brand, founded in 2004. Anchored in the casual elegance of American sportswear, Tory’s design philosophy is defined by effortless silhouettes, innovative materials, eclectic juxtapositions of color, and the tension of past and present. The collections include ready-to-wear, handbags, footwear, accessories, jewelry, home and beauty.
Empowering women is the company’s guiding principle, expressed through Tory’s collections and reflected in the company culture as well as the work of the Tory Burch Foundation. Established in 2009, the Foundation provides women entrepreneurs in the United States with capital, education and community.
You are seeking a work environment where people are encouraged to dream, explore, discover and, as important, laugh together. If you’re prepared to work hard, create impact, and have fun while doing it, we would love to have you join #TeamTory. Apply today!
Life @ToryBurch is Special Because:
When you join us, you’re joining a global, purpose-led company on an exciting growth journey with an amazing culture and great benefits.
- Our culture is welcoming and inclusive -- everyone is empowered to make a difference.
- We have the best team in the world and believe in paying competitively and rewarding for high performance.
- Your overall well-being is important to us; we offer generous benefits to help you take care of your mental and physical health, create financial security, and achieve wellness in all areas of your life.
- We love seeing our employees wear our beautiful collections. You’ll receive a generous employee discount and access to exclusive sample sales.
- We are invested in your professional growth – you’ll have access to free executive coaching on-demand.
This Role is Tailor-Made for You Because:
A Day in the Life:
JOB SUMMARY
This role drives sales performance and delivers best-in-class customer experience across TORY BURCH’s WeChat ecosystem (Mini Shop & Mini Program), Brand.cn and RED, and manages day-to-day eCommerce operations. The position partners closely with Global International Marketing, local Marketing, CRM, Buying, Planning, Finance, Retail team, as well as external partners such as TP and platform teams. Working hand in hand with Marketing and Creative, the role safeguards a consistently premium brand image across eCommerce platforms and collaborates with CRM and Retail to deliver seamless omni-channel customer experience.
KEY RESPONSIBILITIES
- Own the WeChat Mini Shop, WeChat Mini Program, Brand.cn and RED channels, with accountability for topline sales targets and operating expenses; manage channel investment across paid media, campaigns and content, and oversee the related finance and legal processes.
- Translate brand and business priorities into channel plans for the owned channels, covering brand campaigns, platform IP and sales campaigns that support key product launches and sales moments; with a particular focus on building and scaling livestream business on RED and WeChat Mini Shop, including livestream calendar planning, host and content strategy, traffic investment and performance improvement.
- Continuously elevate the user experience across all owned-channel storefronts, including homepage, landing page and PDP optimization, ensuring in-site content and product storytelling consistently reflect a luxury-level brand image; partner with IT & Marketing team on page functionality development, campaign assets and site content, and with CRM team on membership and private-domain service enhancements.
- Oversee daily store operations across the owned channels, including site refreshes, price and promotion set-up, campaign mechanics, product launches, content management, customer service, and inventory and GWP management; partner with eCommerce Buying and Planning to propose channel-specific product needs and buying recommendations.
- Analyze business performance key KPIs to identify opportunities, diagnose issues and translate insights into actionable plans; maintain a constant optimization mindset, stay abreast of AI tool deployment, and benchmark against best-in-class performance within the segment.
- Manage and lead the TP operations team, strengthen eCommerce operating procedures and SOPs, and identify opportunities to improve process efficiency and execution quality.
- Monitor day-to-day online customer service quality across the owned channels, covering both private-domain online SA services and walk-in customers, ensuring SOP compliance and improving online SA service level both in the customer satisfaction and sales result.
- Act as the primary communication window for eCommerce with internal partners with logistic team, training team, buying team and planning team, coordinating on sales planning, inventory, product, GWP, training and logistics.
PROFILE
- 5+ years of relevant experience in eCommerce or sales; experience in the fashion or luxury industry is preferred.
- Strong understanding of luxury eCommerce operations, merchandise and inventory management, online sales and customer service.
- Working level of English, both written and spoken, sufficient for day-to-day business communication and reporting.
- Bachelor’s degree or above.
- Self-motivated, agile, and able to take action quickly based on feedback.
- Strong commercial mindset with the ability to identify solutions that drive sales growth.
- Experience in coaching junior team members and managing external vendors and TP teams; first-time people managers with strong ownership are welcome.
- Strong planning, analytical, and problem-solving skills, with the ability to manage multiple priorities effectively.
- Excellent interpersonal and communication skills.
- Curious about emerging digital capabilities and AI-enabled tools, with a strong learning mindset and an interest in best-in-class eCommerce practices.
To Land This Role:
Why You'll Want to Join Our Team:
How We Work Together
- Adaptable – We change before we have to
- Entrepreneurial – We own it
- Collaborative – There’s no “I” in Tory
- Client & Brand Focused – We put ourselves in Tory’s shoes
- Live the Values – We show up for each other
- Functional Expertise – We’re constantly learning and growing
#TeamTory Values
We show up with honesty & kindness, act with integrity & compassion, work with passion & humility and lead with excellence & humor.