Ecommerce & Wholesale Assistant

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.