Role Overview
The E-commerce & Customer Experience Executive plays a key role in shaping our customers end-to-end journey across our online store and service touchpoints. This role supports daily e-commerce operations, customer service excellence, and marketing-led events and activations.
Key Responsibilities
E-Commerce Operations
- Manage and maintain the Shopify e-commerce platform, ensuring product listings, pricing, descriptions, and images are accurate brand-aligned and and up to date
- Coordinate with Marketing and Creative teams to upload campaign assets, banners, promotions, and new product launches onto the e-shop, ensuring timely and consistent rollouts.
- Monitor website functionality, product availability, and user experience to ensure smooth day-to-day operations of the online store
- Assist in executing online promotions, seasonal campaigns, and product merchandising to optimise conversions and sales performance.
- Set up and maintain always-on and partnership-specific discount codes, ensuring correct configuration, usage rules, and expiry dates.
- Generate and analyse e-commerce sales reports, website performance metrics, and order trends to support business decisions
Customer Experience
- Handle customer enquiries via email, live chat, and other communication channels, ensuring prompt and professional responses
- Manage returns, exchanges, refunds, complaints, and order amendments in accordance with company policies
- Track and analyse customer service metrics (response time, satisfaction levels, recurring issues) to identify improvement opportunities
- Conduct quality audits and calibration checks to ensure consistent and accurate customer support standards
Administrative & Retail Support
- Assist with product ordering and coordination with suppliers, ensuring accuracy of SKUs and timelines.
- Support retail pop-ups, events, and promotional activations when required
- Categorise receipts, reimbursements, and invoices, ensuring timely and accurate submission to Finance
- Assist with operational reporting including sales performance, order status, and inventory summaries
Ad-hoc Marketing Event and Partnership Support
- Support the execution of marketing events, product launches, and retail activations, ensuring brand consistency and a seamless customer experience.
- Coordinate logistics such as product samples, display setup, digital materials, and inventory tracking for pop-ups and collaborative events.
- Assist Marketing and Retail team with pre-event preparation, including RSVP management.
- Set up and track event and partner-specific discount codes and online redemptions to measure the effectiveness of campaigns, events and collaborations.
Job Requirements
- Minimum Diploma in Business Administration, E-Commerce, or a related field
- At least 1 year of customer service or e-commerce operations experience, preferably in retail, grocery, lifestyle, or hospitality industries
- Passion for delivering exceptional customer service and creating positive customer experiences
- Strong communication and interpersonal skills (written and verbal)
- Patient, detail-oriented, and a good listener when handling customer issues
- Able to work independently while collaborating effectively with cross-functional teams
- Proficient in Microsoft Excel experience with Shopify, Salesforce, Live Chat, or other CRM/e-commerce tools is an advantage
- Experience with inventory management, order fulfilment, or online merchandising is a plus
