e Commerce Executive Assistaant

E-commerce Executive Assistant

Location: Remote

Reports To: E-commerce Manager / Head of E-commerce

Job Summary:

The E-commerce Executive Assistant will play a crucial role in managing and optimising our online Shopify store, ensuring smooth operations across all aspects of the business. This position requires a proactive and organised individual who can handle various tasks, from inventory management to customer service, while continuously seeking ways to improve store performance and sales conversions. The successful candidate will also be responsible for generating and analysing reports, presenting actionable insights to the leadership team.

*Key Responsibilities:*

1. *Online Store Management:*
– Oversee day-to-day operations of the Shopify store.
– Update product listings, prices, descriptions, and images to ensure the store is always up-to-date.
– Implement and maintain promotional campaigns and discounts.
– Create and maintain operations manual, constantly improving backend and front end operations to improve efficiency.

2. *Inventory Management:*
– Monitor inventory levels and coordinate with suppliers to ensure timely restocking.
– Perform regular stock audits to maintain accuracy.
– Manage product SKUs and ensure accurate inventory tracking.

3. *Customer Service:*
– Handle customer enquiries via email, phone, and live chat, providing timely and professional responses.
– Resolve customer complaints and issues effectively, ensuring high levels of customer satisfaction.
– Manage and process customer returns and exchanges.

4. *Order Processing:*
– Oversee the entire order fulfilment process and coordinate with the warehouse and logistics teams to ensure timely and accurate order dispatch.
– Manage order tracking and update customers on order status.

5. *Case Management:*
– Maintain a case management system for customer issues and complaints.
– Follow up on open cases and ensure they are resolved in a timely manner.

6. *Live Chat Management:*
– Monitor and respond to live chat enquiries.
– Provide real-time assistance to customers navigating the online store.

7. *Store Updates and Optimisation:*
– Regularly update the store’s theme and layout to enhance user experience.
– Implement best practices for SEO to improve organic search rankings.
– Test and implement new features and plugins to improve store functionality.

8. *Reporting and Analysis:*
– Generate and analyse sales, traffic, and customer behaviour reports.
– Present insights and recommendations to the leadership team to drive sales and conversion improvements.
– Monitor and report on key performance indicators (KPIs).

9. *Continuous Improvement:*
– Stay updated with industry trends and best practices.
– Propose and implement strategies to improve store performance and customer experience.
– Work closely with marketing, product, and development teams to align on goals and objectives.

* Qualifications:*

– Bachelor’s degree in Business, Marketing, or a related field.
– Proven experience in managing a Shopify platform.
– Strong understanding of e-commerce operations, including inventory management, order processing, and customer service.
– Excellent analytical skills with the ability to interpret data and generate actionable insights.
– Proficiency in using e-commerce analytics tools and platforms.
– Exceptional organisational and multitasking skills.
– Strong communication skills, both written and verbal.
– Ability to work independently and as part of a team.
– Experience with SEO and digital marketing is a plus.
– Process and solutions oriented and keenly focused on improving all aspects of the e-commerce offering
– Proven ability and experience in creating a scalable e-commerce platform