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.
How to apply
The studio is a very sociable and inclusive place to work. Our commitment to equality, diversity and inclusion is a fundamental part of our charter. All candidates will be treated fairly regardless of their background, age, race, sex or disability.
To apply please send your CV, cover letter and use “ecommerce & Account Assistant” in the subject line.
We look forward to hearing from you!
