Ecommerce Operations & Customer Experience Executive
We are looking for a commercially driven Ecommerce Operations & Customer Experience Executive to join our growing specialty coffee business. This is a hands-on role for someone who thrives in ecommerce, customer experience, website management, and business operations.
Your primary objective will be to maintain and optimise ecommerce operations, improve customer experience, support online growth, and ensure the smooth day-to-day running of ecommerce and operational processes.
A passion for coffee, specialty products, branding, and customer experience is highly valued — someone who genuinely enjoys the coffee industry and understands how strong branding and great customer experience drive loyalty and sales.
Key Responsibilities
Ecommerce & Website Management
- Manage and optimise ecommerce platforms, product pages, collections, and customer journeys
- Structure and maintain accurate product information, pricing, merchandising, and website content
- Improve website UX, conversion rates, navigation, and overall customer experience
- Handle website updates, landing pages, promotions, and onsite content
- Analyse customer behaviour, website analytics, and sales performance to identify growth opportunities
- Monitor competitors, market trends, pricing, and product positioning
Customer Experience & Business Operations
- Handle customer enquiries via phone, email, and live chat with professionalism and efficiency
- Manage retail, B2B, warranty, delivery, and product-related enquiries
- Coordinate installation bookings, leasing, and trade enquiries
- Work closely with warehouse and operations teams during busy periods
- Handle shipping quotes, stock coordination, and operational tasks when required
- Contribute across the business where needed in a growing, fast-moving environment
What We’re Looking For
- Strong experience in ecommerce and digital systems
- Understanding of ecommerce growth, conversion optimisation, customer retention, and online sales strategy
- Confidence managing ecommerce platforms and digital systems
- Strong commercial awareness and data-driven decision making
- Highly organised, proactive, and capable of managing multiple priorities
- Professional communicator with strong customer service skills
- Motivated, adaptable, and capable of taking ownership
- Passion for coffee, hospitality, specialty products, or premium brands is a strong advantage
Experience
- WooCommerce, Shopify, or similar platforms
- Experience within coffee, hospitality, retail, or premium consumer brands
What We Offer
- A key role within a growing specialty coffee business
- Opportunity to directly influence online growth and business performance
- Collaborative and ambitious working environment
- Long-term progression opportunities within the company
Pay: £27,000.00-£32,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Private medical insurance
Ability to commute/relocate:
- Milton CB24 6AT: reliably commute or plan to relocate before starting work (required)
Application question(s):
- A customer orders coffee equipment online and receives a delayed delivery with poor communication. How would you turn that experience into a positive one?
Experience:
- Customer service: 1 year (preferred)
Language:
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
