E-Commerce Operations & Customer Experience Specialist

About Bond No. 9:

For the first time in fragrance history, a major, full-blown fragrance collection was launched as an homage to a great city: New York. Bond No. 9, headquartered at 9 Bond Street in NoHo, celebrates the city with women’s, men’s, and unisex eaux de parfum. Our dual mission is to restore artistry to perfumery and to mark every New York neighborhood with a scent of its own.

We are seeking a digitally driven, detail-oriented, and customer-focused individual to join our team as a Customer Service & E-Commerce Specialist, supporting our direct-to-consumer business and ensuring an exceptional client experience.

Why Join Bond No. 9?

Join the team behind New York City's first luxury fragrance house and help shape the future of an iconic brand. At Bond No. 9, you'll work alongside a collaborative, passionate team where creativity, innovation, and excellence are celebrated every day. Be part of shaping our customers’ online journey and representing iconic fragrances worldwide.

Position Summary

Bond No. 9 is seeking a proactive and detail-oriented Customer Service & E-Commerce Specialist to support our growing direct-to-consumer business. This role combines luxury client service with e-commerce operations, helping to deliver a best-in-class online shopping experience through customer support, digital merchandising, performance reporting, and cross-functional collaboration. The ideal candidate thrives in a fast-paced environment, has a passion for luxury beauty, and is committed to delivering exceptional service at every touchpoint.

Key Responsibilities:

Customer Service & Client Experience:

• Monitor, listen, and respond to customer inquiries via phone, email, and chat, maintaining the Bond No. 9 tone of voice.
• Escalate inquiries when necessary and provide feedback to improve service processes.
• Manage eCommerce returns and exchanges, ensuring warehouse processing and timely refunds.
• Partner with retail and warehouse teams on order fulfillment and omnichannel initiatives.
• Track customer satisfaction and provide insights to drive process improvements.
• Assist in mapping the post-purchase journey and testing initiatives to enhance the client experience.

E-Commerce Operations & Merchandising:

• Maintain and update the DTC product catalog, including product pages, banners, offers, and content in line with brand guidelines and launch calendars.
• Support new product launches, promotions, and sampling initiatives (e.g., GWP, bundles, exclusive offers).
• Monitor product availability, coordinate stock updates, and ensure site accuracy.
• Partner with marketing, creative, and HQ teams to optimize imagery, copy, and SEO.
• Assist with A/B testing and site personalization initiatives to improve conversion and engagement.

Performance Tracking & Analytics:

• Compile and analyze performance reports covering sales, orders, traffic, and conversion KPIs.
• Maintain campaign and content trackers to assess promotional effectiveness and identify optimization opportunities.
• Track competitive activity and provide insights to inform business strategy.

Skills & Experience:

• 3+ years of experience in customer service and eCommerce operations, preferably in luxury beauty or fragrance.
• Strong interpersonal skills and a positive, proactive attitude.
• Highly organized, analytical, and detail-oriented.
• Knowledge of eCommerce platforms, digital marketing, and CRM systems.
• Proficient in MS Excel, PowerPoint, and Word.
• Spanish-speaking a plus.
• Entrepreneurial mindset with a passion for luxury fragrances, eCommerce innovation, and delivering exceptional client experiences.

Benefits

• 401k match up to 4%
• Medical, dental & vision insurance – company covers 50% of the premium
• Summer Fridays - Office closes at 2pm

Ready to Join Us?

If you're passionate about luxury fragrance, innovation, and delivering exceptional experiences, we'd love to hear from you. Apply today and become part of the team behind one of New York City's most iconic luxury fragrance brands.