eCommerce Associate

Job Description

About the role
The eCommerce Associate is the face of Leica and delivers the Leica brand experience to prospective and existing Leica customers. They will be responsible for ensuring there is a first-class service experience for customers as the first point of contact for a growing e-commerce business, and for building lasting customer relationships through both pre-and post-sale one-to-one consultations.

The ideal candidate will have exceptional technical knowledge and confidence in addressing customer needs in a clear and engaging manner. They can communicate with customers well and create a customer experience that is warm, welcoming, and tailored to the individual. You will be responsible for prospecting and acquiring new customers, building strong relationships, and achieving sales targets.
This is a full-time (including Saturdays) role. The successful candidate will be required to work from the Leica Mayfair store on Saturdays and based in our head office on weekdays.

Key Accountabilities
Customer service
Provide customers with an exceptional and bespoke level of service and aftercare including online consultations, Test Drives and one-to-one sessions on Leica products.
Support the team by covering all customer communication touchpoints, such as e-mails, telephone, WhatsApp, and live chat.
Work closely with retail stores to promote Omnichannel ways of working and ensure the customer experience is seamless online/offline.
Support the Leica eCommerce team in reaching monthly retail targets and KPIs by providing excellent customer service.
Build relationships with VIP customers, inviting and attending company events to grow customer relationships.
Be an ambassador for the Leica brand, demonstrate flexibility, willingness, and enthusiasm, and always communicate positively about the brand.

Operations
Support the eCommerce team with operations and order fulfilment.
Understanding and ensuring all systems and sales procedures are always followed, including necessary invoices and processing returns on SAP, DOA replacements, and customer vouchers.
Seek to continuously develop knowledge and skills in sales, service, systems, and order fulfilment.

Key Skills
Good photography knowledge and ability to explain technical information in a clear and understandable way.
Passion for customer service
Target driven and sales focused.
Strong communication & Interpersonal Skills
Administration with excellent attention to detail
Ability to work as part of a team.
Positive and hardworking attitude
Self-motivated and able to work on own initiative.
Good time management and planning skills
IT literate

Benefits
Competitive salary and opportunity to earn sales-based commission
Private Medical Insurance with Vitality
Generous staff discount
25 days annual leave plus Bank Holidays and an extra day off at Christmas
2 Volunteering days per year
Cycle to Work Scheme
Pension – generous employer contribution
Access to Employee Assistance Programme
Socials including Summer and Christmas Parties
Training & Development
Life Assurance Scheme

Leica is committed to and promotes the principle of equal opportunities in employment. We aim to treat people fairly and ensure that discrimination does not occur at any stage of recruitment, selection or employment on any grounds including race, religious beliefs, gender reassignment, ethnic or national origin, sex, age, marital status, disability, sexual orientation, pregnancy or maternity and trade union activities. It is the policy of Leica to ensure that all job applicants and colleagues are recruited, trained and promoted solely on the basis of their abilities.