Client Experience and Ecommerce Executive
3 days ago
The role will be based in our studio in Marylebone, London and is a key role within the company that will be pivotal to the maintenance of our customer base and growth of our DTC business.
Key responsibilities include:
- First point of contact for Completedworks clients over email, telephone and online chat
- Holding client showroom appointments
- Overseeing all website activity including daily operational management, driving traffic and online sales
- Devising and driving new strategic initiatives to optimise brand loyalty, grow customer reach and improve customer journey
- Ensuring timely product uploads, merchandising of products and completion of product details and descriptions
- Monitoring and reporting on performance and success of website including close analysis of conversion rates and other KPIs and reporting to wider team
- Handling individual client requests, ensuring the best level of customer service is met at all times
- Inspection of pieces before despatch to ensure quality and specification meets company criteria, as well as maintaining luxury approach to all wrapping, handling and presentation of stock
- Packing and despatching client orders in the signature Completedworks packaging, maintaining a luxury approach to all wrapping
- Liaising with key teams as required to ensure a seamless customer experience
- Ensuring the site reflects brand identity and all touchpoint are consistent
- Perform ad-hoc tasks as needed to support the smooth and efficient operation of the wider team
- Monthly Saturday showroom opening
Skills and Experience:
We are looking for someone who is organised, self-motivated and hard working. Other required skills and experience include:
- Strong knowledge of eCommerce platforms, ideally Shopify;
- Excellent analytical skills with the ability to analyse raw data, draw conclusions and develop actionable recommendations;
- Ability to work well independently and cross-functionally, in a fast paced environment;
- Excellent verbal and written communication skills;
- Problem solver with a hands-on approach and a willingness to help drive the brand forward;
- Ability to multi-task while always maintaining attention to detail;
- Previous experience in customer service and ecommerce;
- Interest in the world of Completedworks;
- Passion for luxury goods and how they are represented online.
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