Ecommerce Specialist

Role:

Industry:

CRM & E-Commerce Executive

Key Responsibilities

1. B2C Customer Care (Website, Online & Marketplaces)

• Handle inquiries via website, Outlook, WhatsApp, Instagram, and marketplace platforms.
• Provide personalised product recommendations to convert queries into sales.
• Update customers on order status—made-to-measure, domestic, and international shipments.

2. Social Media & Marketplace Engagement

• Monitor/respond to client messages and comments across all social channels.
• Coordinate with referral agents and influencers on order fulfilment, end-to-end.

3. Order Coordination & Fulfilment

• Track couture and e-commerce orders from placement to delivery.
• Liaise with retail stores (Delhi, Mumbai, Hyderabad, Kolkata) and logistics partners to ensure timely dispatch.
• Allocate domestic orders to stores based on customer preferences.

4. Customer Data & CRM Management

• Maintain accurate client profiles, preferences, purchase history, and event participation.
• Segment and manage VIP clientele (celebrities, red-carpet customers).

5. E-Commerce Platform Management

• Manage backend for product listings, descriptions, imagery, pricing, and inventory updates.
• Ensure seamless integration with payment gateways, logistics partners, and CRM tools.
• Troubleshoot platform-related issues and coordinate with technical teams for resolution.
• Set up promotional codes, bundles, and special offers.

6. Issue Resolution & Escalation

• Log and resolve customer issues—returns, alterations, shipping delays.
• Escalate critical cases to production or senior management.

7. Feedback & Client Relationship Building

• Collect reviews post-events and post-purchase.
• Send thank-you notes, feedback surveys, and maintain high-value relationships.

8. Reporting & Insights

• Create weekly/monthly dashboards on query volumes, order conversions, and complaint resolution.
• Analyse platform analytics, customer behaviour, and sales reports to identify improvement areas.

9. Campaign Support & Digital Operations

• Support CRM-driven email marketing and launch campaigns (bridal showcases, couture week drops).
• Coordinate online merchandising, SEO optimisation, and promotions.
• Collaborate with marketing/PR teams on online events, collaborations, and influencer tie-ups.

10. Cross-Team Coordination

• Work closely with atelier (175–300 artisans), production, dispatch, retail stores, and marketing teams for seamless customer experience.

Skills & Experience Required

• 2–4 years’ experience in CRM, e-commerce, or luxury retail operations.
• Hands-on experience with

  any major e-commerce platform

  including backend management, promotions, analytics, and basic troubleshooting.
• Strong written & verbal communication skills.
• Familiarity with CRM tools, marketplace dashboards, and order management systems.
• Detail-oriented, organised, and able to manage multiple priorities.
• Passion for luxury fashion and exceptional client servicing.