Responsibilities:

Manage product uploads and site updates, ensuring products are accurately listed and collections are curated to support featured stories and email campaigns.
Act as the main point of contact for all e-commerce customers, addressing inquiries via phone and email with a focus on maintaining high customer service standards.
Oversee the eCommerce return process, coordinating with retail teams and warehouse for efficient order fulfillment and managing omnichannel initiatives.
Collaborate with the E-commerce manager to create and update email templates, managing the email calendar, KPIs, and content strategy, while distributing monthly activations for leadership feedback.
Review daily sales and pre-orders, ensuring proper allocation and fulfillment across retail stores and 3PL providers.
Assist with digital business needs, including site testing, product imagery, blog creation, product copy updates, and weekly reporting on sales performance and key KPIs.
Coordinate client outreach for post-purchase follow-ups, new collections, and special projects, while tracking progress and ensuring personalized service.
Collaborate with third-party customer service teams and shipping providers to resolve complex issues and ensure top-tier service.

Qualifications:

Proven ability to manage multiple projects simultaneously and prioritize tasks effectively.
Strong understanding of luxury clientele, language, and customer service expectations.
Excellent verbal and written communication skills, with a customer-centric mindset.
Ability to handle high-pressure situations with diplomacy and professionalism.
Strong multitasking capabilities, time management, and teamwork skills.
Proficient in Microsoft Office Suite, experience with Shopify and Klaviyo preferred.
Self-motivated, proactive, and accountable, with an ability to work independently.

Gabriela Hearst jobs