ABOUT AUBIN
Aubin is a British menswear brand established in 2008 and independently owned by its original founders. We produce high-quality, timeless menswear designed to last, guided by our philosophy that Better is Greater Than More.
Since our 2021 relaunch, Aubin has continued to grow across both eCommerce and retail. As we enter our next phase, we are building a more specialised and scalable eCommerce operation.
ABOUT THE ROLE
We are looking for a Customer Experience & Ecommerce Coordinator based in our Soho Flagship.
This is a varied, customer-first role combining Customer Experience, eCommerce operations and fulfilment support.
Working closely with the Head of Customer Experience, Ecommerce Operations and store management teams, you will help deliver a seamless customer journey from initial enquiry through to order delivery, returns and aftercare.
Customer Experience will be the primary focus, while the role will also support eCommerce fulfilment and the day-to-day stock operation within Soho.
KEY RESPONSIBILITIESCustomer Experience
- Respond to customer enquiries across email, live chat and other Customer Experience channels.
- Support customers with orders, deliveries, products, sizing, availability, returns, exchanges and aftercare.
- Take ownership of customer issues from initial contact through to resolution.
- Handle complaints professionally, escalating complex cases where appropriate.
- Coordinate returns, exchanges, repairs and aftercare requests.
- Provide knowledgeable product, fit, care and styling advice.
- Support Click & Collect, customer appointments and local collections from Soho.
- Identify recurring customer issues and opportunities to improve the customer journey.
- Share customer feedback and insight with the wider business.
- Maintain Aubin's tone of voice and service standards across every customer interaction.
Ecommerce & Fulfilment Support
While not a main focus for the role, Soho will continue to provide eCommerce fulfilment support where required.
- Pick, process and pack online customer orders accurately and efficiently.
- Prepare orders for carrier collection, ensuring they are correctly labelled, packaged and ready for dispatch.
- Maintain high levels of order accuracy and packaging presentation.
- Support agreed dispatch SLAs and additional fulfilment requirements during busy and Peak trading periods.
- Use Aubin's eCommerce and inventory systems to process orders and help resolve fulfilment issues.
Stock & Fulfilment Support
With the support of the store management team, you will also help maintain an accurate, organised and efficient stock operation within the store.
This will include:
- Supporting the receipt, organisation and movement of stock within the store.
- Maintaining accurate and organised stock locations to support efficient retail and eCommerce fulfilment.
- Assisting with routine stock counts and inventory checks.
- Investigating stock discrepancies and escalating issues where appropriate.
- Supporting stock movements between Aubin locations.
- Maintaining appropriate levels of packaging and fulfilment supplies.
- Helping ensure the stockroom and fulfilment areas remain clean, organised and operationally efficient.
Cross-Functional Working
The role will work closely with:
Head of Customer Experience – Customer Care, service quality, customer journey and insight.
Ecommerce Operations – returns, carriers, fulfilment issues and operational improvements.
Fulfilment Teams – outbound orders, stock, dispatch and wider fulfilment requirements.
Store Management Team – stock management, collections, transfers and day-to-day store operations.
WHAT SUCCESS LOOKS LIKE
Success in this role means delivering an excellent customer experience while providing reliable operational support across the Soho store and the wider eCommerce business.
This includes:
- Fast, knowledgeable and personal customer service.
- Customer issues owned through to resolution.
- Smooth returns, exchanges and aftercare.
- Accurate eCommerce fulfilment and dispatch.
- Accurate, organised and well-maintained store stock.
- Strong communication between Ecommerce Operations teams.
- A seamless customer journey between Aubin's online and physical channels.
REQUIRED SKILLS & EXPERIENCE
Previous experience in Customer Experience, eCommerce, fulfilment or premium retail would be beneficial.
We are looking for someone who is:
- An excellent written and verbal communicator.
- Warm, personable and genuinely customer-focused.
- Highly organised with strong attention to detail.
- Comfortable balancing customer-facing and operational responsibilities.
- Calm and solution-focused when resolving customer issues.
- Able to work accurately and efficiently during busy periods.
- Confident working across different teams and locations.
- Proactive and interested in improving both customer and operational processes.
- Willing to go the extra mile to ensure every customer obtains the best customer service possible.
Experience with Shopify, Customer Experience platforms, inventory systems or Excel would be advantageous, but training will be provided.
DEVELOPMENT
The role provides exposure across Customer Experience, eCommerce and fulfilment, with opportunities to develop greater ownership across customer service quality, customer journey improvements, returns and aftercare, eCommerce operations, stock management and fulfilment.
As Aubin continues to grow, the role has the opportunity to develop alongside our Customer Experience and eCommerce operation.
BENEFITS
- Competitive salary based on experience
- Private health insurance, including dependants
- Life cover
- 25 days' holiday plus bank holidays
- 70% staff discount
- 20 hours per year volunteering allowance
- Matched pension contributions
- Opportunity to be part of a certified B Corp business
EQUALITY & DIVERSITY
We believe everyone deserves equal opportunities to grow and succeed with us. We celebrate diversity in thought, background and experience and are committed to creating an inclusive and welcoming workplace for all.
Pay: From £30,000.00 per year
Benefits:
- Company pension
- Employee discount
Work Location: In person
