Ecommerce & Wholesale Assistant

Role Overview

The eCommerce & Account Assistant supports the day-to-day operations of the business across eCommerce, retail customer service, wholesale, logistics, and reporting. This is a multifaceted role suited to a proactive self-starter who thrives in a fast-paced, small business environment.

Key Responsibilities

eCommerce Operations

• Manage general Shopify administration, including account requests, invoicing, and backend updates

• Create and maintain product pages, ensuring accuracy and strong presentation

• Update and optimise homepage and collection pages

• Analyse customer data to support marketing campaigns and initiatives focused on acquisition and retention

• Monitor order flow and ensure fulfilment timelines are met

• Use analytics tools to assess sales performance and track key KPIs

Retail Customer Support

• Handle return requests and exchanges

• Provide accurate product information to customers

• Respond to order-related queries

• Manage and de-escalate customer complaints professionally

Wholesale Sales

• Conduct outreach to new and existing wholesale partners

• Manage requests from buying, admin, and accounts teams

• Coordinate shipments, including customs documentation and use of client shipping accounts

• Complete Product Information Forms and provide assets (imagery, copy) ahead of partner launches

Warehouse & 3PL Management

• Request and track stock and shipment information

• Support stock takes to ensure accuracy and minimise discrepancies

• Notify warehouse teams of incoming deliveries to streamline booking processes

Marketing Support

• Stay aligned with upcoming campaigns and activations from the marketing team

• Contribute ideas and input to improve campaign performance and reach

• Assist in the development of marketing assets where required

Reporting & Team Coordination

• Maintain and update trackers for sales, profit, wholesale, and invoicing

• Generate reports for internal stakeholders and the accounts team

• Share insights to inform marketing, merchandising, and buying decisions

• Set the weekly agenda for team meetings and ensure clear communication of priorities

Invoicing & Ordering

• Create invoices for wholesale customers

• Process supplier and courier invoices

• Track payments, ensuring timely collections and payments

• Create purchase orders to support the buying team

• Provide input on demand planning and order quantities

Product Launches

• Coordinate product photoshoots from planning to execution

• Ensure product pages are fully prepared ahead of launch

• Communicate key milestones (warehouse delivery, launch dates, customer shipping timelines) to the wider team

Pop-up Retail (Occasional)

• Support ideation and execution of pop-up retail experiences

• Curate product assortments tailored to each space

• Assist in organising events within pop-up locations

• Coordinate logistics for stock, fixtures, and materials

• Liaise with internal teams and external partners to deliver high-quality retail experiences

• Additional in-office days (up to 3 per week) may be required depending on workload and business needs

Candidate Profile

• 2-3 years of experience in eCommerce operations (preferably using Shopify)

• 2-3 years of experience working with wholesale accounts

• Exceptionally organised and proactive self-starter, able to take ownership and effectively manage a wide-ranging, multi-functional role independently

• Strong problem-solving skills and attention to detail

• Excellent communication and stakeholder management abilities

• A genuine interest in art, design, and creative industries

Role Specifications

• Freelance position, 3 days per week (Monday, Wednesday, Friday), with flexibility subject to prior agreement

• Requirement to work at least one day per week in the studio in North-West London, unless advised otherwise. Additional studio days (up to 3 per week) may be required depending on specific tasks.