Shopify Ecommerce Specialist

Company Description Lux Afrique Boutique (LAB) is a global luxury e-commerce and concierge platform that connects clients with exclusive fashion, jewelry, and lifestyle brands. Founded in Africa, LAB has grown into an international destination for curated luxury, offering online shopping, a mobile app, and dedicated personal shoppers. The platform blends authenticity, style, and personalized service to deliver seamless, bespoke experiences. LAB champions both established and emerging brands, giving visibility to African designers while maintaining high standards of reliability, speed, and authenticity. Its mission is to make luxury accessible worldwide, combining global reach with the sophistication and exclusivity of a premium platform.

Role Description This is a full-time remote role for an Ecommerce Specialist at Lux Afrique Boutique. The Ecommerce Specialist will manage and optimize product listings, pricing, and inventory across the online boutique and mobile app, ensuring accuracy and a consistent luxury brand experience. This role will analyze site performance, user behavior, and sales data to identify opportunities for conversion rate improvement and revenue growth. The Ecommerce Specialist will collaborate with customer service and personal shoppers to support seamless client journeys, resolve issues, and enhance satisfaction. Additional responsibilities include coordinating online promotions, maintaining digital merchandising standards, supporting online sales initiatives, and partnering with marketing to improve traffic and engagement.

Qualifications

• Strong shopify E-Commerce knowledge, including online merchandising and platform management.
• Demonstrated Sales experience, with the ability to drive conversions and upsell luxury products.
• Excellent Customer Service skills, focused on delivering personalized, high-quality support.
• Advanced Analytical Skills to interpret performance data, track KPIs, and inform decisions.
• Clear and professional Communication skills, both written and verbal, for cross-functional collaboration.
• Experience with luxury or fashion retail, and familiarity with global e-commerce markets is an advantage.
• Proficiency with e-commerce tools, analytics platforms, and basic Excel or spreadsheet skills.
• Bachelor’s degree in Business, Marketing, Retail Management, or a related field, or equivalent practical experience.
• Ability to work independently in a remote environment, manage multiple priorities, and meet deadlines.

Key Responsibilities

• Upload new products to the website, including product descriptions, images, pricing, SKUs, categories and relevant specifications.
• Ensure all product information is accurate, complete and presented to a high standard.
• Regularly review and update existing product listings, availability and pricing.
• Manage product collections, categories, filters and merchandising across the website.
• Monitor the website daily to identify and resolve any issues affecting the customer experience.
• Coordinate with internal teams, suppliers and brands to obtain product information, imagery and pricing.
• Manage incoming customer enquiries across email, WhatsApp, website chat and other communication channels.
• Respond to product availability, sizing, pricing, delivery and general customer-service enquiries.
• Follow up with potential customers and assist in converting enquiries into sales.
• Process and manage online orders from purchase through to fulfilment.
• Liaise with suppliers and boutiques to confirm stock and arrange order fulfilment.
• Coordinate domestic and international shipping.
• Prepare shipping documents and provide courier companies with the relevant delivery information.
• Track shipments and proactively update customers on the progress of their orders.
• Handle delivery delays, failed deliveries, returns or other shipping-related issues.
• Ensure customers receive tracking information and regular communication throughout the fulfilment process.
• Maintain accurate records of orders, shipments, payments and customer enquiries.
• Work closely with payment providers and internal teams where there are payment or order-related issues.
• Monitor abandoned orders or incomplete purchases and follow up where appropriate.
• Assist with refunds, exchanges and returns in accordance with company policy.
• Maintain a high standard of customer service throughout the entire purchasing journey.
• Support promotional campaigns, product launches, offers and website updates.
• Assist with homepage banners, featured products, collections and seasonal campaigns.
• Monitor website performance and provide regular updates on sales, enquiries, orders and operational issues.
• Identify opportunities to improve the customer journey, website experience and order fulfilment process.
• Support general e-commerce administration and other online retail activities as required.

Skills & Experience

Previous experience within e-commerce, online retail, customer service, fulfilment or digital merchandising is highly desirable.

Experience with the following would be advantageous:

• Shopify or Shopify Plus
• Product management and online merchandising
• Order fulfilment
• International shipping and courier platforms
• Customer service
• CRM systems
• Microsoft Office / Google Workspace
• WhatsApp Business
• Payment platforms
• Luxury retail, fashion or premium products