Digital Customer Operations Coordinator
Location
Hemel Hempstead, Hertfordshire | United Kingdom
Job description
Company Overview
Our client is a prestigious British company that specialises in manufacturing and distributing top-quality beauty accessories with a rich heritage dating back to 1777, the company is renowned for its craftsmanship, attention to detail, and use of premium materials. They offer a wide range of products for women, men, and children. Their products are known for their durability and effectiveness, and the company has a global presence, exporting to over 50 countries.
Job Summary:
The Digital Customer Operations Coordinator will play a pivotal role in supporting the Head of Digital in optimising the .com trade performance and customer care function. The role involves managing day-to-day customer care operations and assisting with various e-commerce tasks to align with the brand’s vision and strategy.
Key Responsibilities:
Customer Care:
- Oversee the day-to-day management of customer care operations, including Marketplaces and Salons.
- Manage and optimise the Gorgias customer care platform.
- Ensure timely responses to all Gorgias tickets, Facebook and Instagram messages (within 24 hours), escalating issues to the Head of Digital as needed.
- Coordinate customer returns and refunds.
- Collaborate with the order fulfilment team to address order-related inquiries.
- Supply customer invoices where applicable.
- Assist the Head of Digital in generating customer care and product review reports.
- Provide product recommendations and guidance to customers.
- Act as a brand ambassador by delivering excellent customer care aligned with the brand’s values.
- Oversee all PR and sample send-outs.
Ecommerce:
- Upload new products using the Shopify platform.
- Approve or disapprove customer reviews via the Okendo platform.
- Edit and publish website content as directed by the Head of Digital.
- Assist with email newsletter sends, including testing, copy proofreading, and credit verification.
- Support the coordination of external digital agencies, schedule calls, take minutes, and report on agency activities.
- Collaborate with the Head of Digital to implement SEO best practices across all sites.
- Ensure regular updates of metadata and keywords via Shopify.
- Coordinate product details within the organisation according to launch deadlines.
- Raise site fixes and optimisation issues to the Head of Digital in a timely manner.
- Generate, test, and update promotional codes.
- Assist in the coordination of high-profile digital campaigns.
- Stay informed about competitors’ digital activities.
Skills Required:
- Strong organisational and prioritisation skills.
- Effective time management.
Qualifications:
- Previous experience in customer care and e-commerce coordination roles is desirable.
- Familiarity with platforms such as Amazon, Shopify, Okendo, and Gorgias is a plus.
- Excellent communication skills and attention to detail.
- Passion for delivering exceptional customer care and contributing to e-commerce success.
- Ability to work collaboratively and adapt to a fast-paced environment.
Job tags
Salary
£22k - £25k per annum
