D2C Backoffice Analyst – E-commerce Operations

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VML

WebsiteLinkedInAll Job Openings

10,000+ employees

📣 Marketing

💼 Consulting

📱 Media

Marketing • Consulting • Media

VML is a global creative company that combines award‑winning creativity with deep technical and consulting expertise to build connected brands. It focuses on integrating Brand Experience, Customer Experience and Commerce across the entire customer journey, offering services such as technology transformation, CRM and data, enterprise solutions, influencer and social media, Web3, and experiential campaigns. Part of WPP, VML employs around 26,000 people worldwide and produces creative, media and commerce work for major consumer and B2B clients.

📋 Description

• The D2C Backoffice Analyst will be responsible for supporting and optimizing Direct-to-Consumer (D2C / e-commerce) operations in the North America region, ensuring an efficient customer experience through order management, payments, financial reconciliations, returns, refunds, and continuous process improvement. • Manage and validate orders, ensuring correct pricing, discounts, customer data, and product availability. • Monitor inventory, pending orders, and potential shipping delays. • Support payment processes by investigating failures, declined transactions, and gateway issues. • Work with processors such as Braintree, Affirm or similar, performing analysis and troubleshooting. • Support fraud prevention processes and chargeback management. • Perform financial reconciliations, validate payments, and generate operational reports. • Handle returns and refunds and analyze metrics such as RTO (Return to Origin). • Support improvements to e-commerce processes and new digital channels, such as marketplaces and gift cards.

🎯 Requirements

• Experience in D2C e-commerce operations, including order management, payments, inventory, and after-sales. • Knowledge of payment gateways and refund/chargeback processes. • Experience with financial reconciliation, chargebacks, and fraud prevention. • Familiarity with e-commerce platforms, preferably VTEX, and ERPs such as SAP. • Analytical skills to create reports and monitor KPIs. • Advanced English (required) for interaction with international teams.

🏖️ Benefits

• 100% Remote • Inclusive work environment