E-Commerce Operations & Customer Experience Specialist

• **Location:**
• In-Person (9 Bond Street, NoHo, New York)
• **Salary:**
• $75,000 per year
• Bond No. 9 is seeking a Customer Service & E-Commerce Specialist to help deliver a world-class luxury shopping experience across our direct-to-consumer business. This role blends client service, e-commerce operations, merchandising, and digital analytics, making it ideal for someone who enjoys both customer interaction and the behind-the-scenes work that drives an exceptional online experience.
• **About Bond No. 9:**
• For the first time in fragrance history, a major, full-blown fragrance collection was launched as an homage to a great city: New York. Bond No. 9, headquartered at 9 Bond Street in NoHo, celebrates the city with women’s, men’s, and unisex eaux de parfum. Our dual mission is to restore artistry to perfumery and to mark every New York neighborhood with a scent of its own.
• We are seeking a digitally driven, detail-oriented, and customer-focused individual to join our team as a
• **Customer Service & E-Commerce Specialist**
• supporting our direct-to-consumer business and ensuring an exceptional client experience.
• **Key Responsibilities:**
• **Customer Service & Client Experience:**
• 1. Deliver exceptional customer service across email, phone, and live chat while maintaining Bond No. 9's luxury brand voice.
• 2. Escalate inquiries when necessary and provide feedback to improve service processes.
• 3. Manage eCommerce returns and exchanges, ensuring warehouse processing and timely refunds.
• 4. Partner with retail and warehouse teams on order fulfillment and omnichannel initiatives.
• 5. Track customer satisfaction and provide insights to drive process improvements.
• 6. Assist in mapping the post-purchase journey and testing initiatives to enhance the client experience.
• **E-Commerce Operations & Merchandising:**
• 1. Maintain and update the DTC product catalog, including product pages, banners, offers, and content in line with brand guidelines and launch calendars.
• 2. Support new product launches, promotions, and sampling initiatives (e.g., GWP, bundles, exclusive offers).
• 3. Monitor product availability, coordinate stock updates, and ensure site accuracy.
• 4. Partner with marketing, creative, and HQ teams to optimize imagery, copy, and

Seo

• 5. Assist with A/B testing and site personalization initiatives to improve conversion and engagement.
• **Performance Tracking & Analytics:**
• 1. Analyze website performance, sales trends, conversion rates, and customer behavior to identify opportunities for growth.
• 2. Maintain merchandising calendars, campaign trackers, and promotional reports to support business planning.
• 3. Track competitive activity and provide insights to inform business strategy.
• **Required Qualifications:**
• 1. 3+ years of experience in customer service and eCommerce operations, preferably in luxury beauty or fragrance.
• 2. Knowledge of eCommerce platforms, digital marketing, and CRM systems. (Shopify)
• 3. Proficient in MS Excel, PowerPoint, and Word.
• 4. Spanish-speaking a plus.
• **What You'll Bring:**
• 1. Entrepreneurial mindset with a passion for luxury fragrances, eCommerce innovation, and delivering exceptional client experiences.
• 2. Highly organized, analytical, and detail-oriented.
• 3. Strong interpersonal skills and a positive, proactive attitude.
• **Why Bond No. 9?**
• 1. Join a pioneering fragrance brand rooted in New York’s culture and creativity.
• 2. Work closely with a passionate, collaborative team in a fast-paced, luxury environment.
• 3. Be part of shaping our customers’ online journey and representing iconic fragrances worldwide.