E-commerce & Loyalty Assistant Manager

Bal Harbour Shops is a historic luxury shopping destination known for offering an exquisite collection of high‑end fashion, accessories, and lifestyle products. It is a global leader in the industry and is best known for its curated retail experience and strong connections to tenants and customers. Bal Harbour Shops is owned and operated by Whitman Family Development, a family‑owned real estate company specializing in high‑end retail, management, and leasing.

The E‑Commerce & Loyalty Assistant Manager will implement and manage the digital operations of our online platform and loyalty program. The role reports to the Director of E‑Commerce and the Director of Loyalty, and collaborates with internal teams and brand partners to deliver a consistent luxury experience across all digital touchpoints.

This role requires day‑to‑day operations oversight, customer experience enhancement, and marketing promotion support 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 ensuring consistent execution of loyalty and e‑commerce initiatives.

• Website Management & Optimization
  • Manage 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 category, brand, and product pages, 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.
• Inventory & Order Management
  • 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 locations.
  • Manage the fulfillment of brand product orders for brands that opted in for BHS fulfillment.
  • Manage the fulfillment of the Click & Collect orders program to be launched in S2 2026.
• Customer Experience & Service
  • 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.
• Digital Marketing & Customer Engagement
  • Work closely with the digital marketing team to provide effective newsletter content that drives traffic and increases online sales and engagement of 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.
• Location Requirements
  • Requires in‑person presence in Miami and Bal Harbour Shops for specific tasks including marketplace product fulfillment, relationship/training with in‑store teams, and weekly cross‑functional collaboration.

• Education and Experience
  • Bachelor’s degree in E‑Commerce, Marketing, Business Administration, or a related field.
  • Minimum of 2 years of experience in e‑commerce and digital marketing.
  • Background in data analysis, merchandising, and campaign optimization.
  • Experience working with CMS…