E-Commerce & Customer Experience Coordinator

The Role

The E-Commerce & Customer Experience Coordinator will lead our digital commerce operations with a luxury fashion approach. This role requires a sharp, analytical mindset who understands luxury e-commerce while delivering a seamless, customer experience. As the E-Commerce Coordinator, you will be responsible for providing an exceptional customer experience, delivering best in class solutions, optimizing digital performance, and ensuring operational excellence.

Why This Role Matters

• Ability to thrive in a fast-paced, high-pressure, high-stakes environment where precision and execution are critical.
• Proven leadership in e-commerce operations, preferably within fashion or luxury.
• Data-driven and performance-focused, with a track record of optimizing e-commerce KPIs and delivering measurable revenue growth.
• Deep understanding of luxury consumer behavior and high-end brand positioning.
• Innovative, forward-thinking, and motivated to drive digital growth and continuous improvement.

What You’ll Do

• Oversee and optimize the Shopify platform by managing product creation, sale launches, and collection launches, ensuring seamless functionality and high-speed performance.
• Oversee the order fulfillment process to ensure orders are accurately processed and shipped in a timely manner, working directly with the shipping department to coordinate all orders.
• Oversee the return process, ensuring efficient handling, timely resolutions, and a smooth customer experience while working closely with the shipping department.
• Manage AIMS 360 integrations to monitor inventory management and coordinate with third-party platforms to streamline e-commerce operations.
• Identify site optimization opportunities to enhance conversion rates, navigation, and overall user experience.
• Assist with delivering a seamless, luxury-level online shopping experience from first touchpoint through post-purchase engagement.
• Oversee customer service operations, ensuring fast, efficient, and high-quality support in a high-volume, high-expectation environment.
• Provide personalized shopping experiences to drive customer retention and increase lifetime value.
• Monitor and optimize performance KPIs, including conversion rates, customer acquisition costs, and sales growth.
• Rapidly troubleshoot and resolve e-commerce challenges, including platform issues, customer escalations, and order fulfillment disruptions.
• Anticipate risks and proactively implement solutions to prevent revenue-impacting delays.
• Research and implement emerging technologies and best practices to maintain a competitive edge in luxury e-commerce.
• Collaborate with leadership to develop a luxury customer experience..

Who You Are

• Minimum 2 years of experience in ecommerce customer service, preferably within fashion or luxury.
• Proficiency in Shopify, AIMS 360, Klaviyo, and performance analytics tools.
• Strong technical, analytical, and operational expertise in e-commerce platforms and integrations.
• Proven experience managing high-volume customer service and order fulfillment workflows.
• Ability to monitor, analyze, and optimize e-commerce KPIs to drive performance and revenue growth.
• Strong problem-solving skills with the ability to manage escalations and operational challenges effectively.