Ecommerce & Customer Experience Executive

We’re looking for a commercially minded, detail-driven Ecommerce & Customer Experience Executive to support the delivery of an exceptional online experience across Jac+Jack’s ecommerce, CRM and digital channels. Reporting to the Head of Digital & Ecommerce, this role is responsible for the day-to-day trading and optimisation of the Jac+Jack website, execution of CRM activity, and management of the customer care function to ensure every customer interaction reflects the brand’s premium positioning.

The ideal candidate is highly organised, proactive and customer-focused, with the ability to balance commercial thinking with operational excellence. They will be equally comfortable analysing ecommerce performance, optimising the online experience, managing CRM campaigns and resolving customer enquiries with care and attention to detail. With a strong understanding of premium retail and a customer-first mindset, this role will play a key part in improving the customer journey, strengthening customer relationships and supporting ecommerce growth.

Key Responsibilities

Ecommerce Trading & Website Operations

Manage the day-to-day trading and operations of the Jac+Jack Shopify website, ensuring an exceptional customer experience and smooth execution of ecommerce activity.

Coordinate product launches across Shopify and Apparel21 and marketplace channels, including pricing, product attributes, imagery, swatches, tagging, collections and merchandising setup.

Create and optimise product copy that reflects the Jac+Jack brand voice, while applying SEO and emerging AI search best practices.

Maintain homepage, collection pages, navigation, promotional content, landing pages and informational content, ensuring accuracy and timely updates.

Execute onsite merchandising activities, including search optimisation, filters, product recommendations and collection management to support product discovery and conversion.

Upload and manage product imagery and digital assets to support launches, campaigns and seasonal updates.

Monitor daily trading performance and key ecommerce metrics, including conversion rate, revenue, average order value, add-to-cart rate and customer engagement.

Analyse website performance using Shopify, GA4 and reporting tools to identify opportunities and provide insights to support commercial growth.

Recommend improvements to onsite experience, merchandising, content and functionality to improve conversion and customer experience.

Support the execution, testing and QA of website enhancements, promotions and current functionality.

Proactively identify and resolve website issues, including broken links, pricing errors, merchandising inconsistencies and content inaccuracies.

Support onsite SEO implementation, including metadata,



alt tags and content optimisation.

Collaborate with developers, agencies and internal teams to deliver ecommerce improvements and ensure effective implementation.

Monitor competitor activity, ecommerce trends and emerging technologies, sharing insights and recommendations to enhance the online experience.

CRM & Digital Marketing

Manage the day-to-day execution of Jac+Jack's CRM program across email and SMS in Klaviyo, including campaign scheduling, QA, deployment and post-campaign analysis.

Build and maintain automated customer journeys, lifecycle flows and customer segmentation to support customer acquisition, engagement, retention and lifetime value.

Monitor CRM campaign and flow performance, proactively identifying opportunities to improve engagement, conversion and customer retention.

Plan and execute A/B testing across subject lines, creative, messaging, send times and customer journeys, using insights to continually optimise CRM performance.

Maintain CRM documentation, campaign naming conventions, audience segmentation and database hygiene, ensuring compliance with Australian and New Zealand privacy requirements.

Manage the day-to-day relationship with Jac+Jack's digital marketing agency, coordinating campaign briefs, approvals, timelines and deliverables.

Maintain alignment between CRM and paid media audiences to support effective targeting and consistent customer messaging.

Collaborate with Brand and Creative teams to ensure CRM, paid media and digital content aligns with the Jac + Jack brand and delivers a seamless customer experience.

Customer Experience & Care

Manage the day-to-day customer care function across email, phone, social media and marketplace channels, ensuring the Jac+Jack brand voice and service standards are upheld at every touchpoint.

Own the daily management of customer enquiries, direct messages, comments and escalations, providing timely, professional and personalised support across the full customer journey.

Maintain customer service standards, ticket SLAs and quality benchmarks, ensuring consistent and timely resolution of enquiries.

Support the implementation and ongoing optimisation of customer care policies, procedures and workflows across complaints, refunds, returns, exchanges and post-purchase support.

Provide exceptional customer support across product enquiries, order assistance, shipping, returns and exchanges,



using sound judgement to resolve issues and deliver positive outcomes.

Work closely with warehouse, stores and 3PL partners to manage ecommerce and in-store returns, refunds, exchanges, credit notes, stock discrepancies, transfers and fulfilment-related queries.

Capture customer feedback, identify recurring issues and provide insights to support improvements to the ecommerce experience, retention and loyalty.

Engage with the online community to build brand affinity, strengthen customer relationships and support sales opportunities across owned channels.

Maintain accurate customer records and contribute to the continuous improvement of customer care processes and systems.

Report on customer care performance, SLA adherence, customer insights and key trends, providing recommendations and insights to the Head of Digital & Ecommerce.

2+ years’ experience in an ecommerce, digital retail or online trading role, ideally within fashion, lifestyle or premium retail.

Hands-on experience managing Shopify or a similar ecommerce CMS platform (Shopify Plus experience highly regarded).

Experience with Apparel21/AP21 or a similar ERP system is advantageous.

Experience managing marketplace channels or retailer platforms is highly regarded.

Experience using Klaviyo or a similar CRM platform, including campaign execution, segmentation and reporting.

Experience interpreting ecommerce analytics, including Shopify, GA4 and reporting tools, to support commercial decision-making.

Experience with customer service platforms (e.g. Zendesk, Gorgias) and managing customer care processes is highly regarded.

Experience maintaining customer service standards, SLAs or SOPs is advantageous.

Strong written communication and copywriting skills, with the ability to create and maintain a premium brand voice across digital channels.

Commercially minded with an understanding of ecommerce performance drivers, including conversion, merchandising, CRM and customer experience.

Strong analytical and problem-solving skills, with the ability to translate insights into actionable improvements.

Highly organised with exceptional attention to detail and the ability to manage multiple priorities and deadlines.

Comfortable working autonomously, taking ownership of day-to-day execution while escalating strategic or complex decisions when required.

Strong communicator with the ability to build positive relationships with customers, internal teams and external partners.

Proactive, curious and solution-oriented, with a genuine desire to continuously improve processes and outcomes.

Comfortable using AI tools and emerging technologies to improve efficiency, productivity and output quality.

A strong understanding about fashion, premium retail and delivering exceptional customer experiences.

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📌 Ecommerce & Customer Experience Executive (Bullatale)
🏢 Jac + Jack
📍 Bullatale