E- Commerce & Customer Experience Manager
Jobberman (Third Party Recruitment)
Customer Service & Support
Job Summary
We are looking for a passionate, fashion-savvy E-Commerce & Customer Experience Manager to oversee the day-to-day operations of our brand-new online store. The ideal candidate will have a deep understanding of e-commerce, a love and passion for the fashion industry, and excellent organisational skills. You will be responsible for managing product listings, monitoring customer queries and ensuring our customers consistently achieve a seamless, high-quality online shopping experience. You will be responsible for managing and optimising the brand’s online store while ensuring a seamless, customer-centric journey from discovery to post-purchase. This role combines digital commerce and customer satisfaction strategies to drive revenue growth, loyalty and brand affinity. As the face of our online retail operations, you will also work very closely with the digital marketing team to represent the brand and ensure our digital presence is both impactful and professional.
- Minimum Qualification : Degree
- Experience Level : Entry level
- Experience Length : 2 years
Job Description/Requirements
Responsibilities:
E-Commerce Operations Management:
- Work with the web developer to ensure our website build is completed to specification, is fully functioning and ready for launch.
- Oversee and manage all daily operations of the online store, ensuring the website is up-to-date, functional, and aligned with brand standards.
- Monitor and update product listings (descriptions, pricing, availability) across the brand’s e-commerce website (e.g Shopify, Magento etc) and ensure it always aligns with seasonal campaigns, product launches and promotional strategies.
- Oversee product uploads, content accuracy, categorisation, pricing and inventory availability Update and maintain the inventory management system, ensuring product availability, accurate stock levels, and timely restocks.
Market & Competitive Analysis:
- Conduct regular price benchmarking across key competitors to ensure competitive positioning while maintaining brand value.
- Analyse market trends, promotions and pricing strategies to inform product pricing, discounting and campaign decisions. Monitor fashion industry dynamics to stay ahead of emerging trends and ensure our pricing strategy supports both profitability and customer acquisition.
Customer Service & Experience:
- Implement and monitor customer service standards and deal with customer queries across email and chat.
- Manage returns/ exchange policies, special requests and packaging standards to ensure high customer satisfaction.
- Provide personalised styling advice and product information to enhance the online shopping experience.
- Monitor inbox to assist customers, answer questions, and escalate issues when needed
- Handle customer inquiries in <12 hours
- Gather product knowledge to properly educate customers
- Proactively look for any negative reviews and escalate to brand management Proactively solicit and collect reviews from customers to enhance listings
Brand Representation & Content Creation:
- Co-ordinate with the marketing and creative teams to produce high-quality content, social media imagery, and promotional materials.
- Support and manage any photoshoots, collaborating with models, photographers, and stylists. Contribute to content creation for social media platforms and email marketing campaigns to increase engagement and sales.
Sales & Growth Strategy:
- Analyse e-commerce performance, customer behaviour, and trends to make data-driven recommendations for increasing sales.
- Implement online promotions, discounts, and seasonal campaigns to drive traffic and revenue.
- Proactively identify opportunities for growth, such as new online sales channels, partnerships, or innovative marketing strategies. Identify and propose opportunities for business growth.
Logistics & Inventory Management:
Manage online stocktake processes, track inventory levels, and forecast demand to maintain adequate stock levels.Requirements:
- Degree: Bachelor's in Marketing, Business Administration, IT, Digital Marketing, Communication, or Fashion Merchandising.
- 2+ years of experience in e-commerce operations or digital marketing.
- Proficiency with e-commerce platforms like Shopify or WooCommerce
- Proficiency in digital marketing tools like Google Analytics, Google Ads, Etsy Ads.
- Experience in SEO, SEM, and paid advertising strategies for driving traffic and increasing conversions.
- Excellent written and verbal communication skills and customer service-oriented approach
- Customer-focused mindset with a strong track record of improving customer experiences
- Experience using inventory management systems and integrating them with online platforms
- Familiarity with customer relationship management (CRM) tools and customer service principles.
- Strong passion for fashion (particularly women’s occasion wear), digital innovation and delivering best in class customer experiences.
- Creative flair for styling, presentation, and visual merchandising online.
- Highly organised with the ability to multitask and manage competing priorities.
- Strong analytical skills to assess sales performance and make data-driven decisions. Ability to work independently and proactively with a high level of attention to detail.
What We Offer:
- A unique opportunity to lead the online retail operations of a fast-growing fashion brand.
- A dynamic, creative work environment where your ideas and contributions are valued.
- Opportunities for career growth and development as the brand expands.
- Competitive salary, performance bonuses, and staff discounts.
About Jobberman (Third Party Recruitment)
Grande Luxe Collection is a brand-new UK-based luxury fashion brand specialising in premium ready-to-wear occasion dresses for parties, weddings, galas, and formal events. We cater to the elegant women seeking sophistication and individuality through our curated collections and personalised styling services.
As we prepare for launch, we are hiring a creative and strategic Digital Marketing & Social Media Manager to lead our digital marketing efforts, grow our online presence, and convert followers into loyal, high-value customers.
