Heidi Klein is a luxury British swim and resortwear brand, recognised for its refined design, impeccable fit, and timeless aesthetic. With a discerning global clientele and a rapidly evolving digital presence, we are focused on delivering seamless, elevated online experiences that reflect our commitment to craftsmanship, elegance, and modern luxury.
This role sits within the Digital team as a Digital Trading Assistant, supporting the day-to-day running and optimisation of the eCommerce and CRM channels. The role is designed with development in mind, and you will be closely supported and guided by the Head of Digital, with ongoing training provided across trading, CRM, analytics, and wider digital operations.
Key Responsibilities
Ecommerce Operations
- Support the execution of collection uploads including imagery, product descriptions, pricing, SEO, alt text, and metafields
- Assist in maintaining accurate product tagging, navigation structure, and filtering to ensure a seamless customer journey
- Help manage homepage updates, seasonal modules, banners, and on-site copy changes
- Support website QA to ensure a consistently premium, luxury-standard online experience
- Assist with product launches, promotional activity, and seasonal site refreshes
- Contribute to weekly trade reporting, helping identify trends and opportunities
CRM & Retention
- Support day-to-day CRM activity across Klaviyo, Attentive, and Loyalty Lion
- Assist in building, editing, and scheduling email and SMS campaigns and automated flows
- Support segmentation across customer behaviour, lifecycle stage, product preference, geography, and spend
- Assist in maintaining lifecycle journeys including welcome, abandon cart, post-purchase, win‑back, VIP, and loyalty
- Monitor key CRM metrics such as deliverability, engagement, list health, and subscriber growth
Customer Experience
- Manage day-to-day live chat operations, ensuring a seamless, responsive, and brand-aligned customer experience
Digital Support & Reporting
- Assist with performance reporting across Shopify, Google Analytics, and CRM platforms
- Support accurate UTM tracking and landing page creation
- Help execute A/B testing across email, SMS, and on-site content
- Work closely with the Head of Digital and Brand to ensure all digital outputs align with brand tone, visual identity, and luxury positioning
Skills & Experience Required
- 1–2+ years’ experience in either digital, e-commerce, CRM, or customer support (luxury or fashion experience desirable)
- Familiarity with Shopify (product uploads, tagging, and basic site updates)
- Exposure to CRM platforms such as Klaviyo, Attentive, and loyalty tools (e.g. Loyalty Lion) preferred but not essential
- Strong written communication skills with confidence in customer-facing interactions
- Comfortable managing live chat or real-time customer service channels
- Basic understanding of email design tools such as Adobe Creative Suite or Canva
- Interest in segmentation, lifecycle marketing, and customer retention strategies
- Analytical mindset with exposure to GA, Shopify Analytics, or Excel
- Strong attention to detail and high level of organisation
- Proactive attitude with a willingness to learn and develop
- Passion for luxury retail, digital commerce, and customer experience
What We Offer
- Structured learning and development within a growing digital function
- Direct mentorship and support from the Head of Digital
- Exposure to end-to-end eCommerce, CRM, and trading strategy
- Opportunity to grow within a design-led luxury brand
- Collaborative, supportive, and creatively driven team culture
