E-commerce & 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.