Product Account and E-Commerce Specialist

Product Account & E-Commerce Specialist

Role Overview

The Product Account & E-Commerce Specialist supports both account management and e-commerce operations by coordinating product launches, managing digital storefronts, and ensuring an exceptional customer experience across online channels. This role works closely with internal teams, external partners, and clients to execute projects, maintain accurate product information, optimise digital merchandising, and support promotional campaigns. The ideal candidate is highly organised, detail-oriented, collaborative, and able to manage multiple priorities in a fast-paced environment.

Requirements

• Bachelor's degree preferred.
• Minimum of 3 years of professional experience, preferably in B2B account support, sales support, or e-commerce operations.
• Experience with NetSuite is an advantage.
• Advanced proficiency in Microsoft Office, particularly Excel.
• Excellent written and verbal communication skills with the ability to collaborate across multiple departments.
• Strong organisational, administrative, and time management skills.
• Professional, proactive, and solution-oriented with a positive, team-focused approach.
• Demonstrated problem-solving abilities and resourcefulness when managing challenges.
• Ability to prioritise competing tasks, work independently, and consistently meet deadlines.

Key Responsibilities

Account & Product Support

• Support the Account Management team by coordinating and executing new product and client implementation projects.
• Collaborate with Supply Chain to request, track, and deliver pre-production samples.
• Work with Product Design to coordinate mock-ups, technical packs, product images, and sizing charts.
• Partner with Account Managers and Supply Chain to ensure embellishment codes are accurate and correctly linked.
• Assist with writing, editing, and publishing product descriptions.
• Develop proficiency across Account Specialist functions, including order entry, e-commerce operations, and reporting.
• Build a comprehensive understanding of internal processes to effectively support customer requirements.
• Coordinate with remote cross-functional teams to ensure projects are completed accurately and on schedule.
• Manage multiple projects with minimal supervision while maintaining exceptional attention to detail.
• Resolve customer and operational issues professionally, building trust with both clients and internal stakeholders.

E-Commerce Operations

• Build, update, and manage e-commerce landing pages using Shopify, WordPress, Webflow, or similar content management systems.
• Optimise page layouts and user experiences to improve engagement and conversion rates.
• Monitor website performance using analytics platforms and provide data-driven recommendations for ongoing improvements.
• Create, edit, and maintain digital content across e-commerce websites, including product pages, collections, and promotional content.
• Ensure all content remains accurate, visually engaging, and aligned with brand standards.

Creative & Brand Management

• Design and curate lifestyle imagery that enhances product presentation and appeals to target audiences.
• Maintain consistency across all digital assets by adhering to established brand guidelines, including typography, colour palettes, imagery, and tone of voice.
• Collaborate with external creative teams, marketing partners, and internal stakeholders to deliver cohesive brand experiences.
• Support the planning, creation, and execution of promotional campaigns across e-commerce, email, and digital marketing channels.
• Ensure promotional content and landing pages are published according to campaign schedules.

Content & Copywriting

• Write, edit, and optimise copy for product pages, landing pages, email campaigns, SMS marketing, and promotional materials.
• Create concise, engaging messaging that aligns with brand guidelines and marketing objectives.

Digital Merchandising & Optimisation

• Manage product categorisation, descriptions, imagery, pricing, and on-site merchandising.
• Optimise product detail pages and landing pages for both conversion and search engine visibility.
• Execute seasonal merchandising strategies and promotional campaigns aligned with business objectives.
• Analyse website performance using tools such as Google Analytics, Shopify Analytics, and Hotjar to identify opportunities for optimisation and report on key performance metrics.

Collaboration & Project Management

• Partner with Account Management, Supply Chain, Marketing, Design, and Sales teams to support business objectives.
• Manage updates to website banners, navigation, search functionality, and product filters.
• Ensure a consistent and engaging customer experience across all digital touchpoints.
• Maintain organised project documentation, workflows, and communication to support efficient execution across multiple initiatives.

• Minimum 3 years of B2B account and sales support experience with proficiency in Microsoft Excel, written and oral communication skills, and a Bachelor's degree preferred.

• NetSuite experience, eCommerce platform management (Shopify, WordPress, Webflow), analytics tools (GA, Hotjar), content design, copywriting, and cross-functional project management experience.

• Microsoft Office (Excel), eCommerce CMS platforms (Shopify, WordPress, or Webflow), analytics and reporting tools (Google Analytics, Hotjar), and order/inventory management systems.