Customer Service & E-commerce Executive

About Peachy DenPeachy Den is an internationally recognised fashion brand with a strong creative vision and a rapidly growing global presence. With a distinctive identity that resonates across both digital and physical retail, the brand operates two UK stores (East London and Soho – opening March 2026) alongside a fast-scaling e-commerce and wholesale business.We are seeking an exceptional Customer Service & E-commerce Executive to join our London team. This role is central to ensuring that Peachy Den’s customers continue to receive thoughtful, seamless, and premium experiences online as the brand grows. You’ll work closely with the Head of E-commerce / Digital to make sure our website, launches, and customer interactions reflect the care, style, and responsiveness our community expects.Customer Service & E-commerce ExecutiveLocation: London / HybridReporting to: Head of E-commerce / DigitalThe rolePeachy Den is growing, and as our community expands, so does the volume and complexity of how customers interact with us online.At Peachy Den, excellence is non-negotiable — every customer interaction and site experience should feel seamless, thoughtful, and on-brand. This is a hands-on, practical role for someone who is organised, calm under pressure, and genuinely enjoys helping people.You will ensure that Peachy Den’s e-commerce channel continues to feel well-run, responsive, and high-quality as we scale, shaping the day-to-day experience of our customers while supporting the smooth operation of the website behind the scenes.What you’ll be doingCustomer ExperienceDeliver fast, clear, and empathetic responses across email, social, and chat using Gorgias.Resolve orders, returns, delivery, and product queries with professional poise.Identify patterns, flag issues, and suggest improvements to elevate the customer journey.Maintain FAQs and help centre content, ensuring clarity and on-brand tone.E-commerceUpload products, descriptions, and imagery with accuracy and brand consistency.Support launches, promotions, and site updates, ensuring flawless execution.Monitor site performance, flag friction points, and feed insights into the team.Assist with reporting on KPIs (CSAT, returns, order accuracy) to inform improvements.Cross-functionalShare insights with E-commerce, Marketing, and Operations to drive continuous improvement.Support peak trading periods and key launches, keeping the experience seamless.About youExperience in customer service within e-commerce or retail, with strong problem-solving skills.Excellent written communication and sensitivity to brand tone.Organised, proactive, and solutions-driven.Comfortable using Gorgias, Shopify, and other digital tools (Klaviyo knowledge is a plus).Passionate about fashion, digital retail, and growing brands.Calm under pressure and able to balance multiple priorities.This role is full time based in our East London office. Salary dependant on experience.