Ecommerce and Customer Experience Coordinator

About the business
Vida Glow is a fast-growing global company that offers a range of premium beauty supplements. Our products are sold online and extensively in retail outlets all over the world.We are driving the business forward with a distinctly unique position that sets Vida Glow apart from a highly competitive market drowning in a sea of sameness. We have an opportunity to create the foundation of a truly world class global brand that inspires and creates positive impact on our customers’ lives and that inspires us all. The head office is based in North Sydney, Australia
About the role
This is a hands-on role for someone who loves e-commerce, digital platforms, customers and getting things done. You’ll work across our global Shopify stores, supporting everything from website trading and product launches to subscriptions, reporting, optimisation and customer experience.You’ll also be the voice of our customers, making sure every interaction is helpful, knowledgeable, personal and true to the Vida Glow brand.
Key responsibilities
E-Commerce & Website TradingManage and update our global Shopify stores, including product pages, collections, promotions and onsite merchandising.Support product launches, campaigns and commercial website updates.Monitor website performance, availability and customer experience, identifying issues and opportunities.Manage promotional codes, bundles and gift-with-purchase offers.Subscriptions & RetentionManage day-to-day subscription operations, including setup, pricing and customer experience.Monitor churn and identify opportunities to improve retention.Support subscription initiatives, testing and improvements.Reporting & OptimisationSupport regular e-commerce and campaign reporting, analysing key performance metrics.Identify trends, insights and opportunities to improve digital performance.Support CRO, UX, SEO and website optimisation initiatives.Customer ExperienceDeliver an exceptional customer experience across email, live chat, phone, social media and review platforms.Respond to customer enquiries and complaints promptly, professionally and with empathy.Provide accurate product and ingredient information and resolve issues wherever possible at first contact.Share customer feedback and insights with the wider business to help improve our products and services.Operational SupportWork collaboratively with E-Commerce, Marketing and Operations teams.Support inventory, stock, SKU and new product development activities.Assist with general administration and ad-hoc business projects as required.
Required knowledge and experience
1–2 years’ experience in e-commerce, digital marketing, retail, beauty, fashion or a similar fast-paced environment.Experience with Shopify, with the ability and confidence to quickly learn new digital platforms and tools.Understanding of GA4, e-commerce reporting and the ability to analyse numerical and customer data to identify insights and opportunities.Previous experience in customer service and/or administration, with a genuine focus on delivering an exceptional customer experience.A fast learner with an adaptable, collaborative and flexible approach.A positive, proactive can-do attitude, with the ability to take initiative, solve problems and hit the ground running.Strong organisation and time-management skills, with the ability to manage multiple priorities and meet deadlines.Excellent written and verbal communication skills.High attention to detail and accuracy.Comfortable using AI and digital tools to work smarter and improve processes.
Working at Vida Glow
Whilst working at our beautifully architecturally designed office in North Sydney you will enjoy:Birthday leaveA generous monthly product allowanceWellbeing program including on site gym and weekly Pilates classCompany funded parental leaveLoyalty leave – earn up to 5 days extra additional leaveAbundance of local cafes and close to public transport
If you're looking to be part of a fast-growing global company, apply now!
Vida Glow is committed to creating a diverse workplace that provides an equal opportunity for all. We value talent of diverse backgrounds and experiences and encourage all to apply and join us on our global journey.