Customer Experience Executive - Luxury Brands - Online Retail - E-Commerce

Join one of Europe’s leading online fashion retailers, delivering premium, design-led products to customers across the UK and international markets.

This is an opportunity to build a long‑term career in Customer Experience and E‑commerce Operations within a fast‑growing online retail business known for excellent training, genuine internal progression and a supportive team culture.

As a Customer Experience Executive, you will sit at the centre of the customer journey, delivering a warm, professional and confident service to customers worldwide via email, live chat and telephone.

This is a varied and hands‑on position combining customer interaction and operational administration; it includes picking and packing customer orders, so you must be happy to support both service and fulfilment activity as part of a team‑focused environment.

You will be expected to deliver an exceptional experience before the sale, during the purchase, and after delivery, ensuring customers feel valued at every stage.

• Delivering outstanding customer service across multiple channels
• Supporting customers pre‑sale with product and order enquiries
• Managing order queries, issues and complaints in a calm, solutions‑focused manner
• Providing post‑sale support and ensuring full resolution of customer concerns
• Ensuring a premium experience at every customer touchpoint
• Escalating complex issues where required and following through to completion
• Developing strong product knowledge to assist customers confidently
• Supporting order picking and packing with accuracy, care and attention to detail
• Working collaboratively within a friendly, high‑performing team environment

We are looking for someone who is committed to delivering exceptional customer service at every stage of the customer journey, and who takes pride in doing things properly.

You will ideally be:

• Warm, friendly, confident and naturally helpful
• Professional and composed when handling issues or complaints
• Well‑organised, punctual and reliable
• Happy to be hands‑on with picking & packing duties when required
• A team player with a strong work ethic
• Interested in fashion, luxury brands or e‑commerce (desirable, not essential)

• Full training is provided on industry‑leading e‑commerce platforms and customer systems
• This business actively promotes from within, and the role offers clear career progression opportunities as the company continues to grow (including pathways into senior customer experience, operations, brand marketing and e‑commerce roles)

• Standard week:
  Monday to Friday, 9:00am – 5:30pm
• One Saturday in three: 9:00am – 3:00pm
• Important:
  When you work a Saturday, you still only work five days that week, so for example, your working week becomes Tuesday to Saturday
• Cycle to work scheme
• Glasgow city centre location