Ecommerce Specialist

2 weeks ago

Noida, Uttar Pradesh, India StorySideUp Full time US$ 60,000 - US$ 1,20,000 per year

Role:
CRM & E-Commerce Executive

Industry:
Luxury Fashion / Couture

For one of our Fashion Retail clients, we're looking for a
CRM & E-Commerce Executive
to manage their online customer journey, high-value client relationships, and end-to-end e-commerce operations.

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.

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