Marketing & E-Commerce Coordinator

The Customer Service, Marketing & E-Commerce Coordinator is responsible for customer-facing administration, marketing execution, and e-commerce coordination. This role ensures a seamless customer experience across touchpoints from smooth online order processing and courier bookings to professional customer communication and consistent marketing delivery. Working closely with the Experience Manager, this person supports event promotion, manages backend systems, and drives online sales growth while maintaining premium service standards. Key Responsibilities 1. Customer Communication & Service Respond promptly to customer enquiries across email, phone, and social media DMs. Handle general product and event-related FAQs, providing accurate and timely information. Prepare and send customer quotes, following up to close sales where applicable. Liaise with corporate clients on event booking details, invoicing, and confirmations (handover to Experience Manager for bespoke packages). Manage after-sales communication, including thank-you emails and review requests. Oversee event booking confirmations, reminder emails, and guest list updates. 2. Fulfilment & Order Coordination Act as the main contact for online order processing. Book couriers (via Bob Go or similar platforms) and ensure accurate dispatch scheduling. Liaise with production/fulfilment teams to ensure timely and correct order packing. Share tracking details with customers and resolve delivery-related issues quickly. Maintain accurate dispatch and fulfilment records for reporting and follow-up. 3. E-Commerce & Website Management Maintain and update Shopify (or similar) product and event listings, including pricing, descriptions, and imagery. Create and update homepage banners, seasonal landing pages, and promotional content. Monitor stock levels and flag replenishment needs proactively. Set up promotional codes, discounts, and limited offers. Analyse store performance and suggest improvements to increase conversion and average order value. 4. Marketing Campaign Support Support the Owner and Experience Manager in implementing marketing strategies. Schedule and publish content according to the marketing calendar. Monitor engagement metrics and report on reach, clicks, and conversions. Assist with the setup and management of paid advertising (Facebook, Instagram, Google). Coordinate influencer gifting and brand collaborations. 5. Newsletters & Email Marketing Plan, design, and send brand-aligned newsletters (events, new releases, promotions). Write engaging copy and source visuals for campaigns. Segment email lists for targeted mailings. Track open rates, CTR, and conversions; provide insights for continuous improvement. 6. Content Creation & Editing Capture and edit photography and short-form video content for products, events, and behind-the-scenes use. Prepare video content for use across social media, email, and website. Maintain an organised and accessible digital asset library. 7. Reporting & Data Insights Produce monthly reports covering online sales, marketing performance, and social engagement. Provide actionable insights and recommendations (not just data). Maintain accurate customer records and grow the subscriber database through events, online sales, and in-store activity. Key Requirements Education: Matric certificate (essential). Diploma or certificate in Marketing, E-Commerce, Communications, or related field (advantageous). Experience: 24 years experience in customer service, e-commerce coordination, or marketing support. Hands-on experience with Shopify (or other e-commerce platforms). Strong communication and customer-facing skills. Knowledge of email marketing tools (e.g., Mailchimp, Klaviyo, or similar). Practical experience in digital marketing (social media, paid ads, analytics). Basic design/editing skills (Canva, Photoshop, video editing apps). Familiarity with courier booking systems (e.g., Bob Go) is advantageous. Skills & Competencies: Organised, detail-oriented, and able to multitask across customer, e-commerce, and marketing functions. Strong written and verbal communication skills. Customer-centric approach with a professional, polished tone. Analytical mindset with ability to interpret data and recommend improvements. Comfortable working in a fast-paced, small-team environment. Cultural Fit The ideal candidate is proactive, adaptable, and thrives in a hands-on, small-team environment where no two days are the same. They should be comfortable switching between customer service, operational coordination, and marketing execution. A positive attitude, problem-solving mindset, and willingness to own tasks end-to-end are essential.

Location: Johannesburg, Gauteng, ZA

Posted Date: 10/26/2025