E-Commerce and Customer Experience Assistant - Collaborative Environment

Ecommerce & Customer Experience Assistant
 

Who Are We: 

We are an Adelaide based fashion house that began nearly 10 years ago with the now globally recognised brand ‘Acler’. Acler is a female founded and led business that at its heart, celebrates quality textiles, masterful craftsmanship and accessible luxury pieces. From the success of Acler grew our second brand ‘Significant Other’. Significant Other is a pioneering force for artisanal luxury and resort-wear, a renowned presence in the Australian and international markets. Both brands have expanded rapidly, with an ever-growing list of major retailers across the US, EU, UK and Middle East. 

It was important to Creative Directors and brand founders Kathryn Forth and Julia Ritorto, to keep Acler & Significant Other’s operations in South Australia. To nurture talent in their home-state and offer employment opportunities that otherwise might only be found in Australia’s major cities. Furthermore, integrity is at the heart of everything we do, from setting up a Scholarship opportunity for Aboriginal & Torres Strait Islander students, to our overarching work in the Reconciliation space and our ongoing charity partnerships with local not-for-profits, we’re committed to being excellent and doing excellent things. If you’re an excellent human, who resonates with the above; please assess your skills* against the requirements below. 

What We Offer: 

• An empowering female founded and led environment. We know the juggle of work & parenthood, once a month health challenges, and all that’s in between, that’s why we have a team first culture. We also encourage all identities in our workplace; if successful you will be welcomed into a friendly, kind, and open working environment. 
• We offer a fun and supportive working environment; we encourage 360 feedback from direct reports to managers and vice versa. We know a happy team is an effective and pro-active team and offer managerial support and training throughout the year to foster this culture. 
• We’re passionate about continuing our operations in South Australia and keeping talent in the state. To do this we offer competitive salaries and work flexibility. A hybrid working from the office /working from home schedule is encouraged, and we’re happy to flex working hours to fit around study and/or parenting schedules. Or, maybe you’re a morning person and want to come in early so you can leave by 4pm? Or, you want to start a bit later at 9.30am? That’s ok too. 
• We have a strong staff retention rate and we’re passionate about offering staff growth and development opportunities so they can stay and grow here as we continue to expand. Employees are encouraged to seek out relevant training programmes they can undertake to support both their own learning and our company growth. 
• We have excelled as a business, so much so we were driven to start another business. We have highly skilled teams to both create and promote our globally coveted pieces. This is an opportunity to be part of that, and work alongside people who are nothing short of remarkable. 
• Last (but certainly not least) we offer a lucrative staff discount. Each season all employees can purchase yet to be released pieces from both brands in their size, and because we drop new arrivals every month – staff orders arrive monthly! You’ll also receive first access to our famous annual sample sale. 

*We’ve seen the research that suggests that women and underrepresented groups often don’t apply for roles because they don’t feel they fit enough of the criteria.  Even if you’re only 60% there, we’d like to hear from you. 

Scope of Role:

Operating two ecommerce storefronts with a global presence and collaborating with key marketplace partners, we are seeking a detail-oriented and enthusiastic Ecommerce and Customer Experience Assistant to join our dynamic team. The ideal candidate will support our ecommerce operations and deliver exceptional customer service to our clients. This role requires a blend of technical proficiency, critical thinking, and a people-first mentality. We are committed to delivering outstanding fashion experiences and ensuring customer satisfaction.

Our organisation has experienced significant growth in ecommerce revenue, reflecting our dedication to innovation and customer-centric strategies. With ambitious and exciting goals set for the coming years, this is a remarkable time to join our team. The Ecommerce and Customer Experience Assistant will have the unique opportunity to contribute to and benefit from our expansion, gaining invaluable experience and advancing their career in the fast-paced world of fashion ecommerce. If you are eager to grow with a forward-thinking company, we invite you to be a part of our journey towards continued success.

Duties Include:
Ecommerce Operations:

• Manage and update product listings on our ecommerce platforms and marketplace partners.
• Coordinate operations for marketplace partners, including arranging samples and preparing stock for photoshoots.
• Assist with the coordination and execution of online campaigns and launches.
• Collaborate with the marketing & production teams to ensure product descriptions and imagery are accurate and compelling, while being optimised for SEO.
• Oversee inventory levels and coordinate with the warehouse team to ensure timely fulfilment of orders.
• Handle returns and exchanges alongside our warehouse team efficiently, ensuring customer satisfaction.
• Assist on e-commerce photo shoots where needed.

Ecommerce Store-front Maintenance:

• Under the guide of the E-commerce & CX Manager, maintain the functionality and visual look and feel of the website, in line with the marketing calendar and day to day requirements. Including:
  • Execute theme updates to ensure the website remains current and functional.
  • Maintain and update front-end assets such as product imagery, landing page assets, banners, and other visual elements.
  • Maintain onsite navigation to ensure a user-friendly browsing experience.
  • Manage product merchandising to optimise product display and sales.
  • Maintain and optimise third-party app plugins to enhance website functionality and performance.

Customer Experience:

• Provide exceptional customer support through various channels (email, live chat, phone).
• Resolve customer inquiries and issues promptly and professionally.
• Process orders, track shipments, and manage customer accounts.
• Collect and analyse customer feedback to identify areas for improvement, reporting on key metrics on a regular basis.
• Develop and maintain a deep understanding of our products and services to assist customers effectively.

Requirements:

• Bachelor’s degree in Business, Marketing, Fashion, or a related field highly desirable 
• Past experience in e-commerce or customer service within a consumer brand is desirable.
• Proficient in ecommerce platforms (e.g., Shopify) and customer service software (e.g. Gorgias) is desirable, but not required.
• Skilled in using the MS Office Suite, particularly Excel. 
• Strong analytical skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A keen interest in e-commerce, coupled with a desire to learn and grow with the business.

Salary and Contract:

Full-time permanent contract with competitive salary determined by experience.

How To Apply:

Please submit a cover letter detailing your experience relevant to the role and your CV by 21st June 2024