E-Commerce & Customer Experience Executive (Wellness)

Role Overview

The E-commerce & Customer Experience Executive plays a key role in shaping our customers’ end-to-end journey across our online store and service touchpoints. This role supports daily e-commerce operations, customer service excellence, and marketing-led events and activations.

Key Responsibilities

E-Commerce Operations

• Manage and maintain the Shopify e-commerce platform, ensuring product listings, pricing, descriptions, and images are accurate brand-aligned and and up to date


• Coordinate with Marketing and Creative teams to upload campaign assets, banners, promotions, and new product launches onto the e-shop, ensuring timely and consistent rollouts.


• Monitor website functionality, product availability, and user experience to ensure smooth day-to-day operations of the online store


• Assist in executing online promotions, seasonal campaigns, and product merchandising to optimise conversions and sales performance.


• Set up and maintain always-on and partnership-specific discount codes, ensuring correct configuration, usage rules, and expiry dates.


• Generate and analyse e-commerce sales reports, website performance metrics, and order trends to support business decisions

Customer Experience

• Handle customer enquiries via email, live chat, and other communication channels, ensuring prompt and professional responses


• Manage returns, exchanges, refunds, complaints, and order amendments in accordance with company policies


• Track and analyse customer service metrics (response time, satisfaction levels, recurring issues) to identify improvement opportunities


• Conduct quality audits and calibration checks to ensure consistent and accurate customer support standards

Administrative & Retail Support

• Assist with product ordering and coordination with suppliers, ensuring accuracy of SKUs and timelines.


• Support retail pop-ups, events, and promotional activations when required


• Categorise receipts, reimbursements, and invoices, ensuring timely and accurate submission to Finance


• Assist with operational reporting including sales performance, order status, and inventory summaries

Ad-hoc Marketing Event and Partnership Support

• Support the execution of marketing events, product launches, and retail activations, ensuring brand consistency and a seamless customer experience.


• Coordinate logistics such as product samples, display setup, digital materials, and inventory tracking for pop-ups and collaborative events.


• Assist Marketing and Retail team with pre-event preparation, including RSVP management.


• Set up and track event and partner-specific discount codes and online redemptions to measure the effectiveness of campaigns, events and collaborations.

Job Requirements

• Minimum Diploma in Business Administration, E-Commerce, or a related field


• At least 1 year of customer service or e-commerce operations experience, preferably in retail, grocery, lifestyle, or hospitality industries
  


• Passion for delivering exceptional customer service and creating positive customer experiences


• Strong communication and interpersonal skills (written and verbal)


• Patient, detail-oriented, and a good listener when handling customer issues


• Able to work independently while collaborating effectively with cross-functional teams


• Proficient in Microsoft Excel; experience with Shopify, Salesforce, Live Chat, or other CRM/e-commerce tools is an advantage


• Experience with inventory management, order fulfilment, or online merchandising is a plus