Role Overview
The eCommerce & Account Assistant supports the day‑to‑day operations of the business across eCommerce, retail customer service, wholesale, logistics, and reporting. This is a multifaceted role suited to a proactive self‑starter who thrives in a fast‑paced, small‑business environment.
Key Responsibilities
eCommerce Operations
* Manage general Shopify administration, including account requests, invoicing, and backend updates
* Create and maintain product pages, ensuring accuracy and strong presentation
* Update and optimise homepage and collection pages
* Analyse customer data to support marketing campaigns and initiatives focused on acquisition and retention
* Monitor order flow and ensure fulfilment timelines are met
* Use analytics tools to assess sales performance and track key KPIs
Retail Customer Support
* Handle return requests and exchanges
* Provide accurate product information to customers
* Respond to order‑related queries
* Manage and de‑escalate customer complaints professionally
Wholesale Sales
* Conduct outreach to new and existing wholesale partners
* Manage requests from buying, admin, and accounts teams
* Coordinate shipments, including customs documentation and use of client shipping accounts
* Complete Product Information Forms and provide assets (imagery, copy) ahead of partner launches
Warehouse & 3PL Management
* Request and track stock and shipment information
* Support stock takes to ensure accuracy and minimise discrepancies
* Notify warehouse teams of incoming deliveries to streamline booking processes
Marketing Support
* Stay aligned with upcoming campaigns and activations from the marketing team
* Contribute ideas and input to improve campaign performance and reach
* Assist in the development of marketing assets where required
Reporting & Team Coordination
* Maintain and update trackers for sales, profit, wholesale, and invoicing
* Generate reports for internal stakeholders and the accounts team
* Share insights to inform marketing, merchandising, and buying decisions
* Set the weekly agenda for team meetings and ensure clear communication of priorities
Invoicing & Ordering
* Create invoices for wholesale customers
* Process supplier and courier invoices
* Track payments, ensuring timely collections and payments
* Create purchase orders to support the buying team
* Provide input on demand planning and order quantities
Product Launches
* Coordinate product photoshoots from planning to execution
* Ensure product pages are fully prepared ahead of launch
* Communicate key milestones (warehouse delivery, launch dates, customer shipping timelines) to the wider team
Pop‑up Retail (Occasional)
* Support ideation and execution of pop‑up retail experiences
* Curate product assortments tailored to each space
* Assist in organising events within pop‑up locations
* Coordinate logistics for stock, fixtures, and materials
* Liaise with internal teams and external partners to deliver high‑quality retail experiences
* Additional in‑office days (up to 3 per week) may be required depending on workload and business needs
Candidate Profile
* 2‑3 years of experience in eCommerce operations (preferably using Shopify)
* 2‑3 years of experience working with wholesale accounts
* Exceptionally organised and proactive self‑starter, able to take ownership and effectively manage a wide‑ranging, multi‑functional role independently
* Strong problem‑solving skills and attention to detail
* Excellent communication and stakeholder management abilities
* A genuine interest in art, design, and creative industries
Role Specifications
* Freelance position, 3 days per week (Monday, Wednesday, Friday), with flexibility subject to prior agreement
* Requirement to work at least one day per week in the studio in North‑West London, unless advised otherwise. Additional studio days (up to 3 per week) may be required depending on specific tasks.
Equal Opportunity
All candidates will be treated fairly regardless of their background, age, race, sex or disability.
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