E-commerce & Loyalty Assistant Manager

Position Summary

The E-commerce & Loyalty Assistant Manager role will be responsible for implementing the digital operations of our online platform and our loyalty program aligned with the Group brand positioning and mission in collaboration and reporting into the Director of E-commerce and the Director of Loyalty.

This role requires the ability to manage day-to-day operations and contribute to customer experience and marketing promotion enhancement to ensure smooth operations and sustainable growth of both programs. It involves optimizing the online customer experience, driving digital sales and engagement of Bal Harbour Shops Access members, and working closely with brand partners and internal teams to ensure a consistent luxury experience across all digital touchpoints.

This individual would have a relevant background in e-commerce, from technical knowledge to e-merchandising, a keen understanding of digital marketing strategies, loyalty program and omni-channel customer journey, and a passion for customer-centric online retail.

* The role requires in-person presence in Miami and Bal Harbour Shops to ensure specific tasks including marketplace product fulfillment, relationship/training in store teams, and weekly cross-functional collaboration.

• Manage the day-to-day performance and maintenance of the e-commerce website, ensuring optimal speed, functionality, and usability in line with brand standards.
• Collaborate with IT to troubleshoot issues, enhance user journeys, optimize pages (category, brand, and product), and improve overall site performance.
• Create executive‑facing omni-channel strategy presentations, brand partnership materials, and pre and post‑mortem business recaps.
• Conduct monthly walkthroughs of physical retail environments to align merchandising and digital storytelling.
• Collaborate directly with concierge and personal shopping teams.

• Coordinate with Brand partners inventory and logistics teams to ensure product availability and order fulfillment.
• Oversee the order processing system, ensuring smooth and timely delivery.
• Maintain accurate product listings, pricing, and stock levels.
• Manage the fulfillment of Bal Harbour Shops Merchandise orders from Miami Beach and Bal Harbour based locations.
• Manage the fulfillment of brand product orders for Brands who opted in for BHS to fulfill the orders.
• Manage the fulfillment of Click & Collect orders program to be launched in S2 2026.

• Monitor customer service processes related to online orders, returns, and exchanges to ensure a seamless and premium customer experience.
• Address escalated online customer inquiries and ensure timely, professional, and personalized resolutions.
• Identify areas for improvement within the online customer journey and implement enhancements to improve satisfaction and retention.

• Work closely with the digital marketing team to provide effective newsletter content to drive traffic and increase online sales and drive engagement of Bal Harbour Shops Access members.
• Manage automated email campaigns for the Loyalty program.
• Provide project management support for the loyalty program, including timeline management and tracking deliverables.
• Support Stakeholder coordination (Coniq).
• Coordinate and execute Tenant store teams trainings (1‑on‑1 with brand at their request and quarterly group training) on Access program and technology.
• Monitor campaign performance and provide data‑driven insights to optimize results.
• Analyze customer and member behavior and purchasing data to support personalized marketing initiatives, product recommendations, and targeted promotions.

• Bachelor’s degree in E-Commerce, Marketing, Business Administration, or related field.
• Minimum of 2 years of experience in Ecommerce and Digital Marketing.
• Background in data analysis, merchandising, and campaign optimization.
• Experience working with CMS platforms, e-commerce solutions (e.g., Shopify, Magento, or similar), and analytics tools (Google Analytics, SEMrush, etc.).