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Posted: Monday, August 6th 2018
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Job Title:     Ecommerce Assistant
Organisation:     Royal Academy of Arts
Salary:     £20,000 - 21,000 p.a.
Type:     Full-Time Position
 Contract: 12 months
Location:     Picadilly, London, England
Closing Date:     Sunday, August 19th, 2018
Job Ref No:     AE0818
   
Other Benefits:   Plus attractive staff benefits
   
 
Job Description:
CONTEXT
As part of the RA’s commitment to building its visitorship, extending its welcome and assuring future financial sustainability, its consumer-facing activities are being developed, enhanced and connected. Together the RA’s shops, publishing programme, art sales and restaurants provide an unprecedented range of opportunities to Buy Into the RA, across its newly extended campus and online.

MAIN OBJECTIVES
• To ensure content management for optimal customer experience on RA e-commerce channels, via content creation and management across shop.royalacademy.org.uk and integrated presentation of retail, publishing and art sales content
• To provide customer service and order processing within a busy online and mail order sales environment, acting as main point of contact for all customers orders and enquiries by telephone, email or live chat.

DUTIES
Content Management and Customer Experience:

1. Set up, maintain and promote the online product offer presented on shop.royalacademy.org.uk and on relevant pages on royalacademy.org.uk
2. Input and maintain product information on Magento - the eCommerce Content Management System (CMS) - to include liaison with Merchandising, Buying, Photography, Marketing and Digital teams for images, copy, prices, keywords, rich media and other attributes
3. Carry out on-site SEO for shop.royalacademy.org.uk through keyword planning, unique copywriting and meta data.
4. Produce sales reports and KPI reports as required by E-commerce manager. on conversion rate, number of site sessions, average order value, using Google Analytics and Navision (ERP system)
5. Action promotional plans as agreed in conjunction with Marketing & PR and Merchandising team e.g. promotion, flash sale, free delivery
6. Assist with general shop website development, bug reporting and testing
7. Maximise product signposting opportunities on main RA website by updating artist and exhibition pages on the Digital Team’s bespoke CMS

Customer Service:
1. Ensure that all customer support expectations are met or exceeded
2. Take and process orders received online and via telephone, email and direct mail, or ensure support of same
3. Provide customers with prompt and professional assistance by email, telephone or live chat with any information they require or enquiries they have regarding an order or product
4. Take responsibility for resolving customer queries as quickly and efficiently as possible
5. Notify customers swiftly when orders cannot be processed due to unavailability or declined payment
6. Process customer returns, exchanges and refunds in a timely manner
7. Ensure paperwork is maintained in a good order and PCI guidelines adhered to
8. Work closely with warehouse and other internal departments to ensure issues affecting customer orders or returns are resolved promptly
9. Liaise with courier, freight and postal service providers

Design:
1. Lead on product photography and process; project managing photoshoots, using Photoshop to edit images and uploading onto Magento, visually merchandising products across homepage, category pages and product listing pages
2. Create and maintain eCommerce banners using Photoshop, product range descriptions and category names

General:
1. Ensure that Health & Safety policies, procedures and regulations are known understood and complied with, the team and internal and external colleagues and suppliers.
2. Undertake any other duty which may reasonably be allocated

PERSON SPECIFICATION
SKILLS & EXPERIENCE REQUIRED

General:
• Attention to detail, ability to investigate, challenge and adapt
• Highly IT literate, including proficiency in Word and Excel
• Meticulous with a methodical approach to work to ensure high levels of accuracy
• Ability to organise and prioritise own workload and act on own initiative
• Ability to cope well under pressure and to deadlines
• Hard-working and happy to do what it takes to get the job done, with a “can-do” attitude to problem solving
• Strong interpersonal and communication skills
• Confident in using both Mac and PC

Content Management:
• Able to demonstrate experience in eCommerce, copywriting and online marketing is essential e.g. Marketing graduate or previous digital marketing-related work experience
• Experience of using Content Management Systems (Magento) is very desirable
• High level of IT literacy is very desirable – including proficiency in Photoshop, web editing software/HTML and Excel
• Hands-on experience of all aspects of web design, including graphic design, functionality, development and SEO is highly advantageous
• Proven analytical and report production skills. Google Analytics experience advantageous
• Understand and articulate the skills/approaches needed for online business channels

Customer Services:
• Previous customer services experience working with comparable products/in a similar (ideally online) fast-paced environment is essential e.g. call centre
• Strong communication skills (including an excellent command of English both spoken and written) and a friendly and engaging telephone manner
• You will be able to demonstrate high levels of customer service and the ability to prioritise while handling multiple tasks
• You will have a proven track record of working with a diverse client base, and a genuine interest and enthusiasm for retailing and eCommerce
 
Application Instructions:
How to apply

You will find further details about this position in the Current Vacancies and How to Apply section of the Careers page on our website http://www.royalacademy.org.uk/careers.

Closing date for applications: 19th August 2018
Interviews to be held week commencing: 27th August 2018
 
Contact Name:     Miss Ella Roberts
Contact Tel:     02073008003
Contact Fax:    
Contact Email:     recruitment@royalacademy.org.uk
Website:     https://www.cloudonlinerecruitment.co.uk/royalacademy/Vacancy.aspx
Address:     Burlington House, Picadilly, .
 
 
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