Ecommerce Assistant – West Ham United

West Ham United Football Club is looking for a dedicated Ecommerce Assistant to support the day-to-day operations of the club’s online shop such as managing the website, optimising product listings, assisting with promotional campaigns, and ensuring an excellent user experience for our fans.

Key Responsibilities;

• Website Maintenance and Management
• Update product listings, descriptions, and images on the ecommerce platform ensuring accuracy of product detail and timely launch
• Monitor stock levels and ensure accurate inventory representation online.
• Merchandise product listing pages to achieve optimal clicks and conversion
• Assist in testing and ensuring the website is user-friendly and fully functional.
• Report and resolve any technical issues with the Online Trading Manager.
• Assist with creating detailed briefs for ecommerce photo shoots.

Promotional Activities

• Support the setup of promotions, sales events, and discount codes in line with the trading calendar.
• Collaborate with the marketing team to coordinate banners, email campaigns, and social media promotions.
• Analyse the performance of promotional activities and provide insights to improve future campaigns.
• Launch the auction site’s weekly activities in line with the auction calendar
• Troubleshoot and support EPOS and pricing queries from stores.

Order Management

• Monitor order processing and liaise with the warehouse team and logistics partners to ensure timely deliveries.
• Respond to customer queries related to online purchases, returns, or technical issues.
• Resolve any order-related discrepancies or complaints in a professional manner.

Reporting and Analytics

• Assist in tracking and analysing website performance metrics such as traffic, conversion rates, and sales.
• Generate regular ecommerce performance reports for internal review.
• Identify areas for improvement in the online shopping experience.

Customer Experience

• Maintain a high level of customer satisfaction by ensuring the online journey is omnichannel and aligned with physical stores
• Identify opportunities to enhance the overall online shopping journey for West Ham United fans.

Requirements

Key Skills and Experience

Essential:

• Min 1-years’ experience working in an ecommerce or retail environment.
• Proficient in using ecommerce platforms (e.g., Shopify, Magento, or similar).
• Basic knowledge of SEO and digital marketing principles.
• Intermediate Microsoft Excel skills.
• Strong organisational skills with excellent attention to detail.
• Excellent written and verbal communication skills.
• Ability to multitask and work effectively under pressure.

Desirable:

• Familiarity with football merchandise or knowledge of West Ham United FC.
• Experience using Google Analytics and reporting tools.
• Understanding of UX/UI principles for ecommerce websites.