London (Central), London (Greater) (GB)
22 Sep 2022
22 Oct 2022
Contract Type
Full Time


PURPOSE: Champion the Emilia Wickstead service offering, providing exceptional customer service; advocating the online experience.

Provide and maintain accurate records of stock movements, prioritising the saleability of stock across the business.

Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond. We are looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury fashion brand. 


  • Answer all incoming customer care queries in a timely and engaging manner via both phone, email and Instagram
  • Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.
  • Build and maintain online customer relationships offering a personal service that inspires brand loyalty
  • Become an authority in Emilia Wickstead product offering; advising clients based on in-depth product knowledge.
  • Advocate for online clients ensuring that internal teams are accountable for their part in the customer journey.
  • Coordinate with internal teams regarding Made To Order and bespoke requests.
  • Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.
  • Resolve customer issues in a timely and supportive manner
  • Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that we continually improve the Emilia Wickstead customer journey.
  • Report on customer issues and product feedback to the wider team.
  • Assisting at our Sample sales, market and Ecom shoot days to further understand the product
  • Provide customer service at trunk-shows and other customer-facing events


  • Pick, Pack and dispatch all Ecommerce orders within the given timeframe, in-line with packaging and brand guidelines.
  • Generate shipment paperwork to ensure the timely delivery of all shipments
  • Liaise with courier companies to mitigate potential delays or service interruptions.
  • Report on and maintain packaging and branded goods levels in-line with production lead times.


  • Update and maintain accurate retail inventory records across the business stock locations and ensure that all stock movements are administrated as per business procedures.
  • Ensure that all retail streams are reflecting the merch plan and stock availability.
  • Administrate stock transfers ensuring that movements are tracked end-to-end.
  • Work with key stakeholders to reconcile stock movements and ensure that stock is transferred from internal locations in line with shipment deadlines, following delivery and administrative procedures.
  • Manage stock takes and report to key stake holders on discrepancies and errors.


  • Impeccable written and spoken English
  • A passion for customer service and dealing with people
  • An enthusiastic and positive attitude with the willingness to learn
  • Dedication to offering exceptional customer experience
  • Advanced Excel/Google Sheets skills preferable
  • Basic experience using Shopify platform
  • Flexibility to work from both our Head Office and store in Sloane Street
  • Be an active and positive contributor to the team, always willing to represent the online trading team and be prepared to go the extra mile.

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