Ecommerce Operations Assistant

JOB DETAILS

If you are detail-oriented, fast-learning, and passionate about driving ecommerce excellence, this role is for you. As our Ecommerce Operations Assistant, you'll play a pivotal role in ensuring the accuracy, efficiency, and performance of our online retail ecosystem — spanning our Shopify site, marketplace listings, and digital channels.

You'll report to the Digital and Ecommerce Manager and collaborate with teams across marketing, operations, and customer experience. Your mission is to uphold process excellence, maintain a seamless online shopping experience, and deliver high-quality execution across every ecommerce touchpoint.

RESPONSIBILITIES

Ecommerce Operations

Manage and optimise Shopify product enrichment, including titles, descriptions, imagery, tagging, and SEO metadata.

Coordinate homepage and collection updates, ensuring alignment with seasonal campaigns and promotional schedules.

Oversee marketplace integrations (including THE ICONIC and David Jones), ensuring timely uploads, pricing accuracy, and product readiness.

Manage and improve product data workflows, including inventory accuracy, SKU consistency, and pre-order/back-in-stock automation.

Maintain and enhance product discoverability through SEO, cross-linking, and structured content optimisation.

Ensure smooth omnichannel execution — product launches, campaign alignment, and promotional accuracy across all platforms.

Track and report key ecommerce metrics, including listing accuracy, fulfilment speed, and conversion-related KPIs.

Use AI and digital tools (e.g. ChatGPT) to enhance process efficiency, product copywriting, and operational workflows

Performance Marketing & Analytics

Support campaign readiness by coordinating ecommerce assets, ensuring product and pricing consistency before launch.

Prepare and deliver weekly ecommerce performance reports, tracking trends, conversion insights, and marketplace benchmarks.

Conduct competitor research and pricing analysis, sharing actionable insights with marketing and merchandising teams.

Assist in the execution of ecommerce campaigns, ensuring data accuracy, tracking readiness, and on-site visibility.

Maintain alignment between site merchandising and paid marketing efforts (e.g. collection pages, tagged products, and landing pages).

Operations & Process Management

Act as the link between customer service, warehouse, and operations, ensuring accurate

order flow and resolution of ecommerce-related issues.

Document and maintain SOPs and workflow guides for ecommerce, marketing, and operation processes.

Collaborate across teams using tools such as Slack, Notion, and Asana, ensuring clarity and consistency across remote time zones.

Support process audits and recommend improvements that enhance speed, accuracy, and scalability.

Customer Experience Insights

Monitor and report customer service KPIs (response times, CSAT, resolution metrics) to identify trends and improvement opportunities.

Conduct quality assurance checks on service interactions, ensuring consistent tone, accuracy, and brand voice.

Share voice-of-customer insights to guide content improvements, merchandising priorities, and customer communication.

Requirements and Qualifications

4–5+ years of experience in ecommerce operations or digital merchandising, ideally in fashion or retail.

Demonstrated experience with Shopify, product data management, and marketplace integrations (e.g. THE ICONIC, David Jones).

Strong understanding of SEO, campaign scheduling, and site merchandising principles.

Proficiency with Google Sheets, Shopify analytics, and dashboard reporting.

Experience with returns, fulfilment, and reporting workflows.

Excellent written communication skills with sharp attention to detail.

Experience with customer service systems (e.g. Gorgias, Zendesk).

Confident using AI tools to improve productivity and content quality.

Basic design competency (e.g. Adobe Photoshop) highly valued.