E-Commerce & Customer Experience Coordinator

The RoleThe E-Commerce & Customer Experience Coordinator will lead our digital commerce operations with a luxury fashion approach. This role requires a sharp, analytical mindset who understands luxury e-commerce while delivering a seamless, customer experience. As the E-Commerce Coordinator, you will be responsible for providing an exceptional customer experience, delivering best in class solutions, optimizing digital performance, and ensuring operational excellence. Why This Role MattersAbility to thrive in a fast-paced, high-pressure, high-stakes environment where precision and execution are critical.Proven leadership in e-commerce operations, preferably within fashion or luxury.Data-driven and performance-focused, with a track record of optimizing e-commerce KPIs and delivering measurable revenue growth.Deep understanding of luxury consumer behavior and high-end brand positioning.Innovative, forward-thinking, and motivated to drive digital growth and continuous improvement.What You'll DoOversee and optimize the Shopify platform by managing product creation, sale launches, and collection launches, ensuring seamless functionality and high-speed performance.Oversee the order fulfillment process to ensure orders are accurately processed and shipped in a timely manner, working directly with the shipping department to coordinate all orders.Oversee the return process, ensuring efficient handling, timely resolutions, and a smooth customer experience while working closely with the shipping department.Manage AIMS 360 integrations to monitor inventory management and coordinate with third-party platforms to streamline e-commerce operations.Identify site optimization opportunities to enhance conversion rates, navigation, and overall user experience.Assist with delivering a seamless, luxury-level online shopping experience from first touchpoint through post-purchase engagement.Oversee customer service operations, ensuring fast, efficient, and high-quality support in a high-volume, high-expectation environment.Provide personalized shopping experiences to drive customer retention and increase lifetime value.Monitor and optimize performance KPIs, including conversion rates, customer acquisition costs, and sales growth.Rapidly troubleshoot and resolve e-commerce challenges, including platform issues, customer escalations, and order fulfillment disruptions.Anticipate risks and proactively implement solutions to prevent revenue-impacting delays.Research and implement emerging technologies and best practices to maintain a competitive edge in luxury e-commerce.Collaborate with leadership to develop a luxury customer experience..Who You AreMinimum 2 years of experience in ecommerce customer service, preferably within fashion or luxury.Proficiency in Shopify, AIMS 360, Klaviyo, and performance analytics tools.Strong technical, analytical, and operational expertise in e-commerce platforms and integrations.Proven experience managing high-volume customer service and order fulfillment workflows.Ability to monitor, analyze, and optimize e-commerce KPIs to drive performance and revenue growth.Strong problem-solving skills with the ability to manage escalations and operational challenges effectively.