Ecommerce client analyst (retail fast fashion)

You have the opportunity to contribute your personality, ideas and creativity — because only when we break new ground together can we create something unique. Become part of our team of more than 19.000 employees worldwide and shape your future with us.

Location: Hybrid Polanco Mexico City, Monday to Friday.

Position Summary:
The Ecommerce Client Analyst will act as the immediate liaison between our customers, our external customer service agents, and our corporate ecommerce team. Time will be split between providing an elevated guest experience to end customers (primarily via chat and web messaging channels) and providing ongoing feedback and training to our customer service agents.

Additionally, The Ecommerce Client Analyst will support the Ecommerce Operations team in areas including but not limited to: Customer service policy/administration, customer survey/feedback program, site experience, fulfilment/logisticsoperations, payment, fraud, financial/ops reporting & benchmarking, and all other activities/areas impacting the customer experience.

Responsibilities include, but not limited to the following:
• Engage clients on our online shop (primarily in written channels such as chat and messaging), providing professional and personal service, with the goal of converting and solving customer issues.
• Demonstrate deep knowledge of the brand in communications with customers by staying up to date on the latest product offerings, campaigns, social responsibility efforts, marketing, and promotions.
• Provide regular feedback and training for customer service agents/supervisors and escalate any systemic issues or trends to the appropriate leadership.
• Constantly strive to improve the experience across all areas of the customer journey, escalating bottlenecks and ideas for enhancements within the team.
• Stay current with industry trends and best practice; perform regular benchmarking to evaluate Company’s position within the market.
• Participate in internal workshops with customer care teams from other regions, specifically the Germany headquarters team.
• Assist Ecommerce Operations team across a multitude of functions, including running regular reporting, participating in projects/testing, and forecasting.

Qualifications:
• Bachelor’s Degree or equivalent
• 1-3 years of eCommerce customer service experience
• Customer-first mindset and problem-solving attitude
• English language proficiency (any proficiency in a foreign language is a plus but not a requirement)
• Eagerness to grow within the e-commerce industry
• Strong working knowledge of Microsoft Office, particularly Excel and PowerPoint
• Strong analytical and conceptual thinking, ability to contribute to team spirit through curiosity and passion for new challenges

Your benefits:

A comprehensive benefits package which includes:

• Gross monthly salary
• Robust compensation package above the legal requirements
• Flexible office hours
• Birthday off
• Exclusive employee discounts
• Comprehensive wellness programs to promote health & well-being
• Continuous development
• Life and career plan

We are a global company with our employees representative of the world at large. Our inclusive culture embraces each person’s authenticity and individuality. We are committed to equal employment opportunity. And we believe our equitable work environment helps unleash your full potential and inspires you to thrive.