Ecommerce Coordinator

Rachel Gilbert is a leading name in Australian Luxury Fashion, renowned for its timeless elegance, refined craftsmanship and modern femininity. Since its inception, the brand has dressed women around the world for life's most significant moments. With a strong heritage in design and a growing international presence, Rachel Gilbert continues to evolve as a modern brand with a global outlook.

Rachel Gilbert is offering a rare and exciting opportunity for an experienced and strategic eCommerce Coordinator to join the brand at a pivotal time of growth across both local and international markets.

The eCommerce Coordinator will play a vital role in supporting the eCommerce team across the daily execution of eCommerce operations and broader digital initiatives. This role is ideal for a detail orientated and highly organised individual with a passion for luxury fashion and eCommerce. You will assist in the coordination of end-to-end tasks that ensure the online store runs seamlessly, from product uploads and campaign execution to reporting and platform optimisation. In addition, you'll provide crucial support across project management and help to drive key eCommerce projects. 

Key Responsibilities

Product Upload and Collection Management

• Coordinate the timely upload of new products and collections to the ecommerce platform.
• Accurately update product information including product descriptions, product tags, pricing, size and fit notes & SEO content.
• Liaise with the Marketing, Planning and Production teams to ensure all product data is received and accurate.
• Ensure all visual assets are correctly uploaded, optimised and displayed.
• Conduct regular audits of live products to ensure all information is up to date and error free.
• Complete regular site checks to ensure products are mapped correctly between Shopify and the business ERP system.

Site Merchandising and Execution

• Merchandise the site in alignment with the visual merchandising directive, ensuring seasonal and brand guidelines are consistently followed.
• Implement product sequencing, category layouts and collection groupings to maximise conversion and reflect marketing priorities.
• Coordinate with the marketing team to ensure homepage banners, product placements and features and featured collections align with the marketing calendar.
• Support in the set up and execution of online campaigns, new launches and promotional activity.
• Monitor website performance and customer journey, flagging any errors or UX issues to the eCommerce Manager.

Order Dispatch and 3PL Coordination

• Liaise with third-party-logistics providers to ensure timely and accurate dispatch of all online customer orders.
• Perform daily checks on order fulfillment status, shipping updates and any exceptions or delays.
• Investigate and resolve order-related issues in conjunction with the Customer Service team.
• Monitor and report on fulfillment KPI's including dispatch times, delivery success rates and stock discrepancies, ensuring effective communication to the eCommerce Manager.
• Support in coordination of stock repairs between the warehouse locations if required.
• Monitor the in-store fulfilment process across the retail locations.

Returns Process Monitoring & Customer Service Coordination

• Work closely with the Customer Service team to monitor all incoming return requests and ensure they are actioned in a timely manner.
• Oversee the end-to-end returns process, ensuring it aligns with the company policy and provides a seamless experience for the customer.
• Track the status of returned items, ensuring accurate logging and coordination with the 3PL and Customer service team.
• Assist with reporting on returns trends, reasons for return and identifying opportunities for product or process improvement.

SEO & Site Improvements

• Support the eCommerce team in the ongoing optimization of on-site SEO to improve visibility, traffic and conversion.
• Ensure all product pages are uploaded with the SEO best practices in mind, including optimised titles, meta descriptions, URL, alt text, and internal linking.
• Regularly audit website content, including category pages, landing pages, and blogs to identify SEO improvement opportunities.
• Assist in implementing technical SEO recommendations.
• Proactively flag any user experience issues that may impact performance or customer journey.
• Stay updated on ecommerce and SEO best practices, trends and platform updates to support continual site improvement.

Reporting

• Support the eCommerce Manager in tracking and reporting on key eCommerce performance metrics including conversion rate, average order value, and return rates.
• Assist in generating post-campaign and post-launch performance summaries, analysing traffic sources and product performance and customer behaviour.
• Use tools such as google analytics, shopify analytics, Excel and Google sheets to pull data, create dashboards and identify trends.
• Assist with ad hoc reporting and data requests to support business decisions and planning.

Qualifications & Experience

• Basic knowledge of SEO principles, eCommerce UX and eCommerce functions.
• High proficiency in Microsoft Excel and Google Sheets for managing product data and reporting.
• 1-2 years experience in an ecommerce or online merchandising role.
• Strong Understanding of Shopify
• Cin7 experience is highly regarded.

About you

• You're a dynamic team player with an enthusiastic and positive attitude.
• You are able to approach work with an open mindset, ready to learn and able to prioritise tasks.
• You have an understanding and keen interest in growing your career in the eCommerce space.
• You are data driven.
• You have great written and verbal communication skills.