Ecommerce Assistant - Full-time

About us

COMPLETEDWORKS is an award-winning jewellery and homeware label based in Marylebone, London. Prioritising recycled and renewable resources, COMPLETEDWORKS’ pieces have been worn by brilliant women from many disciplines including poets, artists, activists, and actors such as Adwoa Aboah, Jodie Comer, Emma Watson and Maya Rudolph, as well as been auctioned in a contemporary designer sale at Christie’s New York. In 2022, Completedworks was nominated for the BFC/Vogue Designer Fashion Fund. 

We believe that building an important and lasting brand will only be possible with the strength and entrepreneurial spirit of our team and colleagues. In return, we endeavour to create a supportive working environment with a focus on learning, collaboration, development, and individual growth. 

About the role

The role will be based at our online studio in Marylebone, reporting to the Senior Ecommerce Manager. It is a key role within the company, responsible for the day-to-day running of online client services, from first enquiry and order fulfilment through to returns, repairs and aftercare. The role looks after our online client base, including VIP clienteling and email communications, and works closely with the Chiltern Street flagship so that every client receives a consistent, considered experience online and in store.

Responsibilities include:

• First point of contact for COMPLETEDWORKS clients by email, telephone, online chat and WhatsApp.

• Provide product advice, including styling advice and recommendations on sizing, materials, care and gifting guidance, to online clients before and after purchase.

• Handle individual client requests, including trade discount customers and special requests.

• Oversee all open online orders to ensure timely fulfilment.

• Pack and dispatch online orders, working alongside a part-time packer. Own courier bookings, final quality checks and dispatch timelines, so every piece meets COMPLETEDWORKS packaging and presentation standards.

• Liaise with the warehouse on homeware orders, ensuring the correct labels and information are in place.

• Process client returns end to end in Shopify and Swap Commerce in a timely manner. 

• Own the repairs process for online clients end to end alongside the Workshop team.

• Handle online fine jewellery and bespoke enquiries from international clients, and liaise with design, the workshop and production to make sure each piece is delivered to specification and on schedule, keeping the client informed at every stage.

• Manage the online fulfilment assistant, making sure every piece is inspected before dispatch, meets COMPLETEDWORKS specification and follows the agreed process.

• Build relationships with our online VIP clients through personal WhatsApp and CRM channels, including invitations to new season launches and private previews.

• Work closely with the store team, who look after their own VIP clients, so every client is supported consistently online and in store.

• Report weekly on response times, delays, returns and top return reasons, and monthly on client feedback themes and recurring issues, shared with the wider team including production.

• Support with online reporting, tracking response times, delays, returns and top return reasons each week, and sharing monthly client feedback themes and recurring issues with the wider team.

• Build, test and schedule email campaigns in line with the trading and marketing calendar, working from briefs developed with ecommerce and marketing team.

• Maintain accurate client data, segments and automated flows, such as VIP, bridal and post-purchase, and report on open, click and conversion rates to inform future campaigns.

• Support with ecommerce administration, including merchandising updates, content updates, product details and online dispatch lead times, to ensure the website is accurate.

• Support the Chiltern Street flagship during peak trading periods and hosting client appointments and assisting on the shop floor as needed.

• Liaise closely with the Ecommerce, Production, Sales and Marketing teams to ensure stock, lead times and communications are aligned, so every client receives a consistent, considered experience from first enquiry through to delivery and aftercare.

• Perform ad-hoc tasks as needed to support the smooth and efficient operation of the wider tem and studio.

 

Skills & Experience

We are looking for someone who is organised, self-motivated and hardworking, and who is comfortable moving between client care, operations and ecommerce administration.

Other required skills and experience include:

• Previous experience in client service, ecommerce or retail, ideally within luxury, jewellery or fashion.
• Strong working knowledge of Shopify, and familiarity with a customer service platform such as Gorgias.

• Experience with an email marketing platform such as Omnisend or Klaviyo, including building and scheduling campaign, is preferred but not required. 

• A confident, warm and professional manner with clients, by email, phone and WhatsApp, and in person.

• Excellent written communication, with the ability to write in an established brand tone of voice.

• Excellent organisation and the ability to prioritise across competing, time-sensitive tasks while keeping close attention to detail.

• Confidence working with data in Google Sheets or Excel and turning it into clear weekly and monthly reporting.

• Experience supervising or supporting a junior team member, or a clear readiness to do so.

• A proactive problem solver with a genuine interest in jewellery, design and craftsmanship.

 

Please apply with a CV and cover letter via the application form.

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