Hours:
Monday – Friday 37 hours per week office based.

Overall Purpose of the Role:
Responsible for marketing and customer service support for our clients retail website.

Reports To:
Head of Boutique and Retail

Key Responsibilities:

• To represent the company in a professional, enthusiastic and positive manner.
• Oversee enquiries that come in daily from retail customers via telephone and email.
• Arranging customer refunds when required.
• Organising collections and drop to shop returns for customers with the courier company.
• Liaison with the Internal Boutique and E-commerce sales team, handle customer enquiries and complaints – dealing with them in a quick, efficient and friendly manner.
• Keep the website stock availability up to date.
• Prepare Boutique Sample boxes and despatch them when needed.
• Organising Press samples in liaison with the Marketing Manager.
• Sourcing Micro influencers on Instagram and organising for samples to be sent to them in liaison with the Marketing Manager.
• Reviewing competitor’s prices on a regular basis and providing a report for comparison.
• Manage the flow of customer orders from the ecommerce site through to Orderwise and the warehouse team resolving any system flags on stock.
• Working with the Marketing Manager to ensure that the website is kept accurate, compliant, and reflecting the marketing and promotional strategy.
• Working closely with the website development to implement website promotions in the back office of the website.
• Assisting with the creation of discount codes both on an ad hoc basis for customers and for promotions.
• Managing website stock ensuring it is regularly updated in and out of stock in line with internal stock quantity reports.
• Updating the website with seasonal and promotional messaging and images in line with marketing activities.
• Liaising directly with the web development agency to log any problems or report any issues that need fixing or updating.
• Make recommendations to the Marketing Manager and Head of Boutique and Retail to improve the customer journey based on feedback from customers.
• Respond to customer reviews via the Yotpo platform and respond where necessary.
• Ordering marketing materials for the Retail/Boutique Warehouse team to go out in with retail orders.
• Arranging international despatches from the office for the wider team.
• Assisting with regular stock audits and stock counts as and when required at the warehouse.
• Keeping paperwork and records up to date.
• Operating in a safe manner and complying with all health, safety and environmental requirements to ensure own and safety of others.
• Make recommendations to aid efficiency and add value.
• Work closely with the Tradelinens E-Commerce Supervisor to ensure a streamlined service.
• Any other duties that may be reasonably requested.

People Management

• Communicate with your team on a regular basis to make them aware of priorities, targets and operational requirements.

Self-management

• Comply with the Health, Safety and Environmental Policies.
• Apply experience and logic to situations.
• Balanced and confident.
• Make productive team contributions.
• Team player with a positive effect on the mood.
• Consistently manages the task.
• Is self-aware, optimistic and open to change.
• Develop excellent product knowledge of the Luxury Brand.

Skills and Attributes:

• Able to work well as part of a team.
• Ability to work accurately and methodically.
• Good numeracy and IT skills.
• Good written and verbal communication skills.
• Calm and collected.
• Ability to plan and organise work.
• An understanding of health and safety requirements.
• Flexible approach to duties and tasks.
• Good understanding of customer deliverables and the impact of failure/cost of poor quality.

Qualifications and Experience Levels:

• Working in a team – essential
• Highly Computer literate – essential
• Customer Service experience – desirable
• Marketing experience – desirable
• Retail experience – desirable

Please get in touch at the earliest opportunity of your skills & experiences align with the above description.

We are looking forward to hearing from you.