Coordinator, Customer Experience & E-commerce

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New York

Position Type


The Role

Veronica Beard is looking for a passionate digital expert to join our team at our head office in New York as Coordinator, Customer Experience & E-Commerce, reporting to the E-Commerce Customer Experience Manager.

The Coordinator will serve as the owner of customer communications across all e-commerce tools, building consumer relationships, creating brand advocacy and customer retention, along with helping to generate sales.

Additionally, the role will be responsible for ensuring an optimal post-purchase experience, overseeing related operational executions, and will also a be a supporting resource for the day-to-day operations of

This role requires a high-energy, sociable individual with strong attention to detail, problem-solving and communication skills. The position will involve cross-functional collaboration with our operations, planning, retail and production teams.


Customer Communication

Deliver superior, personalized service to address customer enquiries and follow-ups via phone, email and Zendesk CRM tool in a timely fashion

Utilize in-depth knowledge of on-site collection to effectively communicate product features and provide styling advice to customers

ID efficiencies within current customer service processes and lead in the creation of the official Veronica Customer Service procedures manual

Lead proactive outreach and communication with top customers to and strengthen personal relationships, encourage customer loyalty and increase sales

Post-Purchase Experience

Responsible for ensuring quality of post-purchase experience including enhancements to order tracking, return and exchange processes

Maintain existing orders (including shipping upgrades, order adjustments, shipping/billing information changes, delivery status updates, requests for tracking information and cancellations)

Follow-up with customers regarding order and return issues (i.e. declined credit card transaction, out of stock items, refund status)

Monitor scheduled shipment dates daily and working with the Production department & Warehouse to ensure timely delivery and expedite shipments as needed

CRM & E-Commerce Support

Assist in creation and execution of CRM experience/programs, including overseeing maintenance of email database and customer segmentation

Primary liaison with retail team on omni-channel clienteling efforts

Support site operations related to new collection launches, markdowns and content updates, assisting with site uploads and QA


Bachelor's degree

1-2 years of prior customer service experience, preferably at an e-commerce beauty or fashion retail business

Keen understanding of luxury client attributes, needs and expectations, using the right tone of voice, adapted to the channel and situation, with a caring attitude towards the client

Prior experience using inventory management systems required and using Zendesk preferred

General interest in / knowledge of ecommerce and online selling tools such as email marketing and paid digital media

Exceptional oral and written communication skills with the ability to convey information clearly and effectively

Strong listening skills and sociable, friendly with an engaging personality

Shows initiative, is extremely self-motivated, a problem-solver and excels in a fast-paced environment

Attention to detail, and organized with accurate data entry

How to Apply

Please email [email protected] with your resume, cover letter, and salary requirements and any other pertinent materials.

Please indicate the position you are applying for in the subject line.