As the E-commerce and Client Services Coordinator at BEARE PARK, you will be integral to the growing success of our online operations. You will ensure the seamless execution of e-commerce processes and deliver exceptional customer service to enhance our digital presence.

This role offers a dynamic blend of operational and strategic responsibilities, allowing you to make a direct impact on the growing success of BEARE PARK while refining your skills in a fast-paced, results-driven environment.

Your responsibilities will include, but are not limited to:

E-commerce Operations

• Oversee the end-to-end e-commerce fulfilment process, ensuring timely, accurate order processing and delivery to customers.
• Coordinate with internal teams to monitor and manage inventory levels, ensuring product availability and smooth order fulfilment operations.
• Ensure all online orders are processed in line with company policies and customer expectations, maintaining a high standard of service.
• Regularly review and optimise fulfilment procedures to improve efficiency and support an exceptional customer experience.
• Regularly conduct website audits, ensuring the website is optimised for seamless user experience.
• Support in the coordination of promotional activities, discounts, and sales events.

Product Management

• Responsible for the end-to-end product enrichment process, including product descriptions, data points, and imagery, ensuring alignment with the brand’s digital merchandising strategy.
• Manage online product merchandising and categorisation by regularly reviewing the website to ensure product content is accurate and new arrivals, best sellers, and sale items are accurately represented.
• Coordinating product samples for photoshoots, press opportunities, and marketing campaigns, ensuring timely preparation and delivery.
• Oversee inventory receipt, conducting thorough quality checks (QCs) to ensure products meet brand standards.
• Track and analyse product performance, reviewing metrics such as conversion rates, inventory turnover, and customer feedback, providing data-driven insights to optimise product offerings and sales performance.

Customer Service & Client Care

• Provide exceptional customer support across all channels (email, social media, phone) by promptly addressing inquiries, resolving issues, and responding to feedback with professionalism and efficiency.
• Act as a primary point of contact for customer concerns, ensuring each interaction aligns with BEARE PARK’s high standards of service and reflects the brand’s commitment to customer satisfaction.
• Proactively engage with customers to ensure a seamless and positive experience, offering tailored solutions to meet their needs.
• Maintain clear, effective communication with clients, keeping them informed on order statuses, returns, exchanges, and any issues that may arise.
• Continuously seek ways to improve the customer service process, collaborating with the team to implement feedback and enhance the overall customer experience.

Analytics, Reporting and Performance Tracking

• Monitor, analyse, and report on the performance of social media campaigns using tools such as Google Analytics and platform insights.
• Track key metrics, including engagement, conversion rates, and customer feedback, to evaluate campaign effectiveness and optimise strategies.
• Provide regular performance reports to the Brand Manager, offering actionable insights to improve content strategies and drive business growth.
• Use data-driven analysis to inform decision-making and enhance both customer engagement and operational performance.

Key Requirements

• A detail-oriented, proactive individual with strong communication, problem-solving, and time-management skills. Can handle multiple priorities in a fast-paced, dynamic environment, both independently and as part of a team.
• 2+ years of experience in e-commerce operations, client services, or a related field.
• Proficiency in Shopify and web analytics tools such as Google Analytics.
• Prior experience in customer service or client-facing roles in luxury fashion is highly desirable.