Additional Resources Ltd.
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Ecommerce Manager / Community Experience Manager

Ecommerce Manager / Community Experience Manager

Location: London (Haggerston)

Salary: £32k to £45k (flexibility for the right candidate) + Excellent Benefits

The Client:

Our client is an independent British fashion label.

They design everything in-house at their East London studio and their garments are ethically made to last using premium, high quality fabrics.

The company are looking for a like-minded, ambitious individual who feels they will excel in a small, fast-paced working environment alongside a dedicated team at the studio in Hackney Wick!

As one of the fastest-growing streetwear collectives in the UK, they are now opening up a new position of Ecommerce Manager / Community Experience Manager.

The Role:

Community Experience:

* Manage and develop the growing Community Experience team across all customer care for the brand

* Lead daily customer care operations including tracking deliveries, managing orders and resolving customer issues and queries

* Communicate with warehouse and logistics partners to ensure the smooth running of day-to-day logistics

* Oversee and play a key role in supporting the community across different channels alongside the rest of the Community Experience Team

* Drive the changes necessary to continually improve and build the best end-to-end customer experience in the industry

* Provide meaningful insight to the wider team to influence the product roadmap

* Develop and implement new processes to improve ways of working


* Use Shopify and Shopify Plus to lead the entire digital merchandising process, both for product building and management, as well as for optimising customer experience through their online store

* Proactively test and manage the site day-to-day to ensure it's working at optimum capacity

* Expert use of analytic tools to accurately present key metric reports on community engagement and behaviour to the brand

* Liaise with the Production and Warehouse teams on stock levels and product availability to keep the store continually aligned with up to date inventory

* Work with the creative teams to ensure the website is updated with new campaign content, copy and product imagery in time for new collection releases

* Lead the development and improvement of all website SEO, including updating metadata, optimising site copy and any other SEO tasks that will help to elevate the brands online presence

* Analyse and test the website and user journey to identity areas of improvement within functionality, design and performance

* Oversee fluid integration of their ecommerce platform with social media platforms and newsletter providers

* Continually identify, set up and oversee new integrations, Shopify apps and any other opportunities, trends and innovations that contribute to the elevation of overall website and brands growth

* Where needed, oversee the running and set up of internal computer equipment

* Liaise with marketing team to ensure that any products featured in social plans or newsletters have sufficient stock availability

* To further support the community experience team to address any site issues flagged to them in a timely manner

Must haves:

* 3+ years management experience in a similar B2C role within the fashion industry

* 2 years experience working within E-commerce

* Highly experienced in Shopify and Shopify Plus platforms

* Knowledge and experience of Search Engine Optimisation

* Strong understanding of Google Analytics to analyse and report on website performance, customer journey and behaviour data

* Current working knowledge and experience of utilising Re:amaze and Shopify systems

* A positive can-do attitude; incredible community centric mentality coupled with high levels of empathy

* Ability to identify and solve repeat issues, demonstrating strong attention to detail

* Comfortable with achieving and maintaining performance targets

* Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment

* Highly organised, self-sufficient with an ability to prioritise and drive multiple projects simultaneously

* Excellent interpersonal and communication skills, both verbal and written

* High level of attention to detail and focus

* Based in London

* Eligible to work in the UK


* Degree, e-Commerce or Digital marketing qualification

* Coding / HTML knowledge

* Experience growing and managing international ecommerce sites

In Return:

* A friendly and supportive culture

* Vibrant creative studio with a fully stocked kitchen

* Annual leave accrual

* Paid birthday day off

* Generous discount

* Best friend and family discount

* Weekly social events

* Studio located in East London with great transport links

* Pension scheme

If you want to work for one of the best companies whose staff retention speaks for itself then please forward your CV & prior to applying for this opportunity, please ensure your CV details all relevant experience.

Important Information: We endeavor to process your personal data in a fair and transparent manner.

In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message.

For more information see our Privacy Policy on our website.

It is important you are aware of your individual rights and the provisions the company has put in place to protect your data.

If you would like further information on the policy or GDPR please contact us.

Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.