E-COMMERCE AND STUDIO MANAGER
This role covers management of all E-Commerce and Studio related activities for Sabina Savage, including oversight of our Shopify store and e-commerce fulfilment, and organisation of the studio space. You will also be managing and directing the Studio Assistant. The role is based at our studio in Hackney, East London.
We are seeking a candidate with a real can-do attitude who is excited to work at a small, exciting brand. As a member of our micro-team, you will be an integral and important part of our success. An honest passion for the brand, our ethos and our products is essential, alongside a true a team mindset.
CORE RESPONSABILITIES:
E-Commerce Management:
• Oversee all e-commerce operations of the brand, directing the Studio Assistant as required.
• Manage the end-to-end fulfilment of all web orders, including oversight/ management of gift wrapping/packing, special customer requests, and inventory updates.
• Ensure all web orders are fulfilled in a timely manner according to our shipping policy.
• Manage all courier-related admin (primarily DHL), including creating shipping labels, commercial invoices, adhering to incoterms and dealing with customs issues.
• Promptly respond to customer queries by phone and email, maintaining the brand messaging and tone of voice.
• Manage all returns/exchanges/customer service issues in a professional manner and in line with company policies, ensuring all transactions are correctly handled through Shopify.
• Constantly analyse our customer service experience from first engagement with the brand, through to receiving their order. This includes offering improvements to our checkout process, gift packaging, customer service and more.
Shopify/Newsletter Management:
• Manage and regularly update website content in line with seasonal marketing calendar and new collection/product launches. This includes product uploads, product descriptions, blog posts, landing pages and more, ensuring accuracy, relevance, and SEO optimisation.
• Offer suggestions on ways to improve the user journey, website rankings, keyword performance, and organic traffic, and implement these changes once signed off.
• Weekly/monthly reporting on all key insights and analytics of customer activity and orders, including suggestions on how to improve on all key metrics.
• Design and implement regular, engaging and beautiful newsletters (Omnisend) linking through to the website, to send to our subscribed customer base in line with the wider marketing strategy, ensuring that the brand tone of voice is followed.
• Manage and monitor all automated newsletter flows (abandoned cart/new subscribers) and suggest and implement improvements to enhance the customer journey.
Studio Management:
• Manage the day-to-day tasks of the Studio Assistant to ensure their workload is manageable, efficient and organised, dividing and delegating e-commerce and studio-related activity as appropriate.
• Direct Studio Assistant to ensure all office supplies are kept well stocked and ordered in a timely manner.
• Oversee and own the organisation of the studio stock, including management of effective storage solutions and processes.
• Ensure all stock and packaging is kept in a suitable, saleable and secure manner, ensuring the studio is kept feeling tidy, clean, and organised.
• Manage the master stock inventory and ensure alignment with the wholesale inventory and Shopify inventory, maintaining consistency and accuracy across all channels.
• Receive and process all studio deliveries.
• Manage the receipt of all new stock/collection deliveries, ensuring product is counted in, labelled as required, added to the inventory and put away in a timely manner.
General:
• Understand and maintain the brand aesthetic and tone of voice.
Conduct research from adjacent/likeminded brands.
• Pitch ideas for improvements across all areas of the customer journey and studio efficiency.
• Support the wider team where required with events or other brand-related activity.
EXPERIENCE REQUIRED:
• 3+ years’ experience using Shopify, including customer data analysis.
• 3+ years’ experience working in the luxury sector, ideally within a small business.
• 2+ years’ managing a team/assistant.
• An understanding of a craft-led aesthetic, and a true affinity with the Sabina Savage brand.
• Excellent organisational and time management skills.
• Excellent communication skills and attention to detail.
• The ability to work with tight deadlines.
• Ambition and hunger to help drive a small business forwards.
• Knowledge of the global luxury market (particularly UK & US) and an understanding of consumer behaviour.
Bonus Experience:
• Experience using image editing software, i.e. Adobe Photoshop, for resizing, adding logos and text.
BENEFITS:
• Company pension scheme
• 23 days holiday + bank holidays + your birthday off
• Generous seasonal employee allowance and early access to sample sales
• Collaborative and work environment with a close-knit, small team
• The chance to work within an exciting, fast-growing business
• Very good studio dog
Although these will be your main responsibilities, the nature of working in a small, exciting and growing brand means that you will be exposed to many other aspects of the business, with a willingness to pitch into other tasks required, especially around events/shoots.
To apply, please email your CV and cover letter to careers@sabinasavage.com