Content & Customer Care Assistant

About the Role

We seek a creative and commercially savvy Content & Customer Care Assistant to join our team. This hybrid part-time position involves content creation, social media management, customer engagement, and e-commerce support. The role focuses on bringing our store and brands to life online through authentic, aspirational content and fostering meaningful customer relationships. Understanding premium fashion and having a strong visual sense are essential, along with the ability to transform interactions and enquiries into sales opportunities.

Key Responsibilities

• Develop and schedule weekly social media content plans.
• Create captivating Instagram Reels, Stories, posts, and short videos.
• Capture photos and videos of new collections, product details, styling, and store events.
• Generate creative content related to new arrivals, launches, campaigns, and seasonal activities.
• Compose engaging captions and product descriptions.
• Manage and update product listings on the online store, ensuring it is visually merchandised and current.
• Maintain a consistent premium brand aesthetic across all digital channels.
• Spot social media trends and opportunities while aligning content with brand identity.
• Collaborate with buying and retail teams to highlight key products and narratives.
• Address customer direct messages, comments, and enquiries promptly and professionally.
• Advise customers on sizing, fit, styling, availability, and product recommendations confidently.
• Build and nurture relationships with existing and potential customers, especially VIPs and repeat clients.
• Follow up with customers about requested items and new collection releases.
• Leverage customer interactions for personalized sales opportunities.
• Ensure digital customer service mirrors the in-store experience quality.
• Support sales growth via social media outreach and customer engagement naturally.
• Promote key products and new arrivals authentically without pressure.
• Identify prospects to offer products tailored to customers’ styles or previous purchases.
• Assist with online order management and customer questions as needed.
• Track which content and products resonate best with customers.
• Communicate customer feedback and commercial insights to the wider team.
• Contribute to newsletters and customer email communications.
• Help craft marketing campaigns for new collections, seasonal launches, events, and special occasions.
• Maintain a uniform and engaging tone of voice across all social, email, and customer communications.

Candidate Profile

• Personable, warm, and confident in customer interactions.
• Passionate about premium and contemporary fashion.
• Commercially minded and comfortable with sales.
• Visually creative with strong content creation skills using smartphones, Instagram, and editing tools.
• Exceptional written communication abilities.
• Highly organized, capable of juggling multiple tasks effectively.
• Self-motivated and able to work independently.
• Inquisitive about social media, fashion, and emerging trends.
• Detail-focused with a commitment to delivering excellent customer service.

Additional Information

Previous experience in premium fashion, luxury retail, e-commerce, or social media is highly desirable.

Success Metrics

• Consistent delivery of engaging content that reflects the brand.
• Growth in Instagram engagement, reach, and followers.
• Increase in customer interactions and conversations on social media.
• Higher sales through digital customer relationships.
• Improved engagement from repeat and VIP customers.
• Fast response times to customer enquiries.
• A strengthened community feeling surrounding the store.
• Customers recognizing a genuine and personalized service online comparable to the in-store experience.

Key Performance Indicators

• Instagram reach and engagement rates.
• Performance metrics for Reels and Stories.
• Growth in qualified social media followers.
• Quantity and quality of customer conversations.
• Response times to direct messages and inquiries.
• Sales generated via social media and customer outreach.
• Repeat customer engagement levels.
• Email engagement and conversion rates.
• Adherence to content calendar consistency and deadlines.