E COMMERCE & CUSTOMER CARE EXECUTIVE

ROLE:

Reporting to the Head of Ecommerce and Digital, you will own customer service for the brand and will lead on the day-to-day maintenance of the online store. You will be expected to use your experience and initiative to build and maintain customer relationships, resolve any customer related issue and help ensure the website delivers a premium experience.

Customer Care

• First point of contact for all customer enquiries across phone, email and social channels
• Ensure all customer enquiries are resolved as quickly as possible and to the company standard
• Community management on Instagram, responding to customer comments and liking customer tagged images
• Process all refunds and exchanges
• Build relationships with customers to encourage repeat purchases
• Work with the Head of Ecommerce to devise and implement CRM activities to encourage repeat purchases – making suggestions and sharing opportunities as they arise
• Work with Head of Ecommerce to deliver optimal customer experience across the online store - making suggestions and sharing improvements
• Lead on the organisation and management of customer events for both online and retail
• Manage day to day all the tools used for customer service and fulfilment
• Monitor use of customer service tools and share opportunities for optimisations
• First point of contact for escalation from the retail store

Warehouse & Fulfilment

• First point of contact for 3PL regarding any issues in the fulfilment of orders
• Work with the 3PL and monitor the 3PL to ensure all order are dispatched on time
• Work with the 3PL to resolve any delivery issues
• Work with 3PL to ensure they have all they require to deliver orders on time such as alerting any technical issues, replenishment of packaging etc.
• Oversee the set up and dispatch of PR gifts by PR intern

Ecommerce

• Lead on the seasonal upload of products, from collating all necessary information to uploading onto the store
• Lead on uploading of content to the online store such as blog content, homepage updates, new collection pages, seasonal artwork
• Lead on visual merchandising the online store, ensuring it is done at least once every two weeks and refreshing in line with any promotions and PR activities
• Monitor the website for any issues plus any opportunities for improvements
• Assist the Head of Ecommerce with devising, planning and testing development roll-outs
• Assist the Head of Ecommerce in the updating and extending of the SEO guidelines
• Implement SEO guidelines, ensuring all content loaded onto the site is compliant

Reporting

• Provide weekly and monthly updates on returns, return reasons and exchanges
• Assist the Head of Ecommerce with ad hoc reporting of the online store and CRM

WHO YOU ARE:

• At least two year's experience in customer service - online or bricks and mortar
• Have a genuine passion for fashion, digital retail and customer service
• Thrives working in a fast-paced environment
• Confident telephone manner with excellent written and verbal communication skills
• Organised with the ability to multi-task
• Confident at making decisions, prioritising and working autonomously
• Experience with ecommerce and online retail a plus
• Experience with ZenDesk would be a plus
• Experience with Shopify would be a plus
• Proficient at Excel and Microsoft Office suite

BENEFITS:

• Seasonal clothing allowance
• Staff discount

Send your CV and along with a cover letter with the subject 'Ecommerce & Customer Care Executive - "your name" to ben@hayleymenzies.com