Ecommerce Assistant
About The Role
You Must Create is looking for an Ecommerce Assistant to support daily ecommerce operations, reporting and trade. This hands-on role touches all areas of ecommerce, ideal for someone looking to expand their experience within the ecommerce landscape. YMC is a small team and we’re looking for someone proactive, organised, detail-orientated and eager to learn within a fast-paced fashion environment.
Key Responsibilities
Order and Logistics Support
- Monitor daily orders, cancellations, resolve errors and issues, and flag risks for resolution
- Liaise with couriers and internal and external stakeholders to ensure timely resolution of escalations
- Track delivery performance and returns, supporting analysis and improvements
- Act as a daily point of contact with the warehouse and stores on operational matters, including stock issues, shipping discrepancies and return delays
- Maintain trackers for key operational KPIs (order processing, cancellations, customer service, refunds, replacements, faulty products) to provide insights
Customer Service Support
- Handle customer queries and support the team with chargebacks, courier claims and fraud cases
- Maintain customer service templates and communications to uphold service standards
- Help maintain and update customer service guides and processes to improve efficiency
Website Maintenance, Trading and Project Support
- Support day-to-day trading of the YMC website alongside operational updates, including shipping information, FAQs, T&Cs and transactional emails
- Prepare and support product uploads including all product data for sign-off
- Support the ecommerce team on all aspects of collection launches as required
- Conduct regular site audits and QA checks to ensure a seamless experience across mobile and desktop
- Monitor site performance and customer journeys, identifying opportunities for optimisation and conversion improvements, and assist with A/B testing
- Assist with onsite search, synonym optimisation and SEO improvements to maximise product performance and organic search conversions
Sample and Shoot Support
- Pack, track and ship sample requests to external partners and agencies
- Maintain, organise and coordinate seasonal samples
- Update sample tracker, documenting all sample movement and coordinating garment care, maintaining records of costs
- Assist on set ensuring all samples are organised and prepped
- Support the Producer and Ecommerce Manager on ecommerce shoots, including pre and post production
Support the Ecommerce Manager and wider team with additional tasks as required, including administrative tasks, project coordination and ad hoc requests. In this role, you will work closely with Marketing, Merchandising, Retail, Production and Creative teams.
About You / Experience
- Highly organised, proactive and comfortable working to deadlines
- Confident communicator and collaborative nature
- Able to work under pressure and problem solve confidently, with strong attention to detail
- Previous experience in ecommerce, retail, digital or administrative support role ideal
- Familiarity with CMS platforms, Microsoft Office, Adobe Creative Cloud and CRM systems preferred
- A genuine interest in fashion and digital landscape and the YMC brand
Details / Requirements
Applicants must be eligible to work in the UK. This is a full-time permanent role, based in our Kentish Town head office, with the option to work from home 1-2 days per week after probation.
Please submit a cover letter, CV and salary expectations with the subject ‘Ecommerce Assistant’ to jobs@youmustcreate.com