Client Services & eCommerce Manager

Location
Marylebone, London
Salary
Competitive
Posted
28 Jun 2022
Closes
28 Jul 2022
Function
Ecommerce
Level
Manager
Contract Type
Permanent
Hours
Full Time

About Us

Completedworks is an award-winning jewellery and homeware label based in Marylebone, London. Prioritising recycled and renewable resources, Completedworks’ pieces have been worn by brilliant women from many disciplines including poets, artists, activists and actors such as Adwoa Aboah, Jodie Comer, Emma Watson and Maya Rudolph, as well as been auctioned in a contemporary designer sale at Christie’s New York. In 2022, Completedworks was nominated for the BFC/Vogue Designer Fashion Fund.

We believe that building an important and lasting brand will only be possible with the strength and entrepreneurial spirit of our team and colleagues. In return, we endeavour to create a supportive working environment with a focus on learning, collaboration, development and individual growth.

 

Available position

Client Services & eCommerce Manager

 

The Role

The role will be based in our studio in Marylebone, London and is a newly established key role within the company that will be pivotal to the growth of our DTC business.

 

Key responsibilities include:

  • Developing and leading eCommerce strategy in line with key objectives to drive brand awareness, sales and growth opportunities
  • Devising and driving new strategic initiatives to optimise brand loyalty, grow customer reach and improve customer journey
  • Leading all website activity including daily operational management, driving traffic and online sales
  • Owning accountability for managing budgets and reporting on performance and success of website including close analysis of conversion rates and other KPIs
  • Advising and reporting on trade and providing detailed analysis of key business drivers to wider team
  • Developing SEO strategy and implementing actions to grow customer reach
  • Ensuring timely product uploads, merchandising of products and completion of product details and descriptions
  • Liaising cross-functionally with key teams such as sales, PR and design to ensure alignment of activations and opportunities and a seamless workflow
  • Consulting on web UX and managing website merchandising based on data insights and trade potential
  • Ensuring the site reflects brand identity and all touchpoints are consistent
  • Managing and maintaining all client services channels including email, telephone, what’s app and online chat
  • Holding client showroom appointments
  • Handling individual client requests, ensuring the best level of customer service is met at all times
  • Inspection of pieces before despatch to ensure quality and specification meets company criteria, as well as maintaining luxury approach to all wrapping, handling and presentation of stock.

 

Skills and Experience

We are looking for someone who is organised, self-motivated and hard working.  Other required skills and experience include:

  • Strong knowledge of eCommerce platforms, ideally Shopify;
  • Excellent analytical skills with the ability to analyse raw data, draw conclusions and develop actionable recommendations;
  • Ability to work well independently and cross-functionally, in a fast paced environment;
  • Excellent verbal and written communication skills;
  • Problem solver with a hands-on approach and a willingness to help drive the brand forward;
  • Ability to multi-task while always maintaining attention to detail;
  • Previous experience in customer service and ecommerce with at least some knowledge of digital marketing;
  • Interest in the world of Completedworks;
  • Passion for luxury goods and how they are represented online.

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