ROLE: eCommerce Associate

LOCATION: 71 5th Avenue, 2nd Floor, New York, NY 10003

OUR STORY: 
THE WELL is a modern membership-based wellness club designed for busy urban professionals in the heart of New York City. We recognize both the benefits of Western medicine and the wisdom of Eastern healing and have built a science-backed ecosystem for wellness. Our integrative medicine doctors, health coaches, and skilled practitioners work together under one roof to build customized plans uniquely suited to each member and their goals. Opening summer 2019, the 13,000-square-foot club includes a full-service spa with steam and sauna, an organic restaurant and vitamin bar, reflexology lounge, yoga and meditation studios, private training gym and classroom with innovative weekly programming. At THE WELL, your health is integrated, proactive and personalized leading to a more balanced you.

THE WELL: welcome to wellness


THE OPPORTUNITY:


THE WELL is seeking an eCommerce Associate to manage and optimize our eCommerce site and customer service operation. In this role, you will report to the VP of Product Innovation and VP of Marketing and work closely with the product innovation, marketing and digital teams. The goal for this position is to 


THE DAY TO DAY:


  • Manage the relationship with our fulfillment partners via regular check-ins, troubleshooting issues, creating process improvements, and more

  • Analyze shipping costs, fulfillment fees, and damage/return/exchange trends and their impact on margins, developing monthly reports and making recommendations for ongoing improvement

  • Manage the entire purchase through delivery flow for customers by ensuring timely shipping, quality delivery and tracking via our Shopify platform and fulfillment partners

  • Recap monthly geographic and demographic sales trends, providing further insights to marketing, buying and operations team

  • Provide excellent and speedy customer service to increase customer satisfaction and engagement

  • Lead the organization in its development of a customer service process, developing messaging, FAQs, and processes to ensure top notch ongoing customer service as the team grows 

  • Oversee fulfillment center damage, returns, and exchange processes 

  • Own all aspects of our ecommerce customer service experience by professionally responding to and resolving any client issues and concerns with our internal teams and fulfillment partners

  • Remerchandise products on eCommerce, working collaboratively with marketing team to align digital campaigns with sales needs and trends, as well as supporting eCommerce content

  • Analyze performance of eCommerce content and develop insights to optimize existing and future content development

  • Develop and update product details and eCommerce content ongoing

  • Project manage development of assets within team and 3rd parties (visual assets, copy, etc.)



KEY TRAITS: 


  • 2+ years of experience working in an eCommerce customer service, marketing, account management, or supply chain management role

  • Highly organized with communication, project planning and relationship management

  • Analytical with ability to recognize trends and recommend business improvements

  • Strong ability to multitask and problem solve

  • Self-starting with ability to take initiative and ownership over their own projects

  • Excellent written and verbal communication skills

  • Empathetic customer service lens


BENEFITS/PERKS: 
Comprehensive benefits package
Full Time & Part Time paid time off
Commuter benefits
Lactation room
Paid Maternity & Paternity leave
Perks, gym & multiple service discounts
Professional Development Workshops
Collaborative & Pet Friendly HQ work environment
EAP & quarterly on-site Support Circles