You Must Create
Ecommerce Assistant
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About The Role
You Must Create is looking for an Ecommerce Assistant to support daily ecommerce operations, reporting and trade. This hands-on role touches all areas of ecommerce, ideal for someone looking to expand their experience within the ecommerce landscape. YMC is a small team and we’re looking for someone proactive, organised, detail-orientated and eager to learn within a fast-paced fashion environment.
Key Responsibilities
Order and Logistics Support
- Monitor daily orders, cancellations, resolve errors and issues, and flag risks for resolution
- Liaise with couriers and internal and external stakeholders to ensure timely resolution of escalations
- Track delivery performance and returns, supporting analysis and improvements
- Act as a daily point of contact with the warehouse and stores on operational matters, including stock issues, shipping discrepancies and return delays
- Maintain trackers for key operational KPIs (order processing, cancellations, customer service, refunds, replacements, faulty products) to provide insights
Customer Service Support
- Handle customer queries and support the team with chargebacks, courier claims and fraud cases
- Maintain customer service templates and communications to uphold service standards
- Help maintain and update customer service guides and processes to improve efficiency
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Website Maintenance, Trading and Project Support
- Support day-to-day trading of the YMC website alongside operational updates, including shipping information, FAQs, T&Cs and transactional emails
- Prepare and support product uploads including all product data for sign-off
- Support the ecommerce team on all aspects of collection launches as required
- Conduct regular site audits and QA checks to ensure a seamless experience across mobile and desktop
- Monitor site performance and customer journeys, identifying opportunities for optimisation and conversion improvements, and assist with A/B testing
- Assist with onsite search, synonym optimisation and SEO improvements to maximise product performance and organic search conversions
Sample and Shoot Support
- Pack, track and ship sample requests to external partners and agencies
- Maintain, organise and coordinate seasonal samples
- Update sample tracker, documenting all sample movement and coordinating garment care, maintaining records of costs
- Assist on set ensuring all samples are organised and prepped
- Support the Producer and Ecommerce Manager on ecommerce shoots, including pre and post production
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About You / Experience
- Highly organised, proactive and comfortable working to deadlines
- Confident communicator and collaborative nature
- Able to work under pressure and problem solve confidently, with strong attention to detail
- Previous experience in ecommerce, retail, digital or administrative support role ideal
- Familiarity with CMS platforms, Microsoft Office, Adobe Creative Cloud and CRM systems preferred
- A genuine interest in fashion and digital landscape and the YMC brand
Details / Requirements
Applicants must be eligible to work in the UK. This is a full-time permanent role, based in our Kentish Town head office, with the option to work from home 1-2 days per week after probation.
Please submit a cover letter, CV and salary expectations with the subject ‘Ecommerce Assistant’ to jobs@youmustcreate.com
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