Full-Time E-Commerce Email Marketing & Customer Support Specialist

Job Title

Full-Time E-Commerce Email Marketing & Customer Support Specialist
Job Description

We are looking for a full-time E-Commerce Email Marketing & Customer Support Specialist to join our team long-term.

Previous hands-on email marketing experience for an e-commerce business is REQUIRED. This is not an entry-level email marketing position, and we are not looking for a general VA who has occasionally sent newsletters.

You must have previously worked on email marketing for an e-commerce brand and understand how to use email to generate sales, increase repeat purchases and maximise customer value.

A major part of your role will also be managing our customer support inbox throughout the working day, responding quickly and professionally to customer enquiries regarding orders, shipping, tracking, payments, products and general support.
E-Commerce Email Marketing

We want someone who understands buyer psychology and why people actually purchase, not someone who simply knows how to operate email software.

You should understand how to create effective campaigns using urgency, scarcity, compelling offers, bundles, gifts with purchase, spend thresholds, VIP offers, segmentation, abandoned carts, win-back campaigns, product launches and limited-time promotions.

You will be expected to:

Plan and execute our email marketing calendar
Write persuasive, conversion-focused email campaigns
Develop new promotional concepts and offers
Understand buyer psychology and apply it to campaigns
Create campaigns designed to increase revenue, conversion rate and AOV
Segment customers and tailor messaging appropriately
Build and optimise automated email flows
Monitor campaign performance and identify improvements
Test subject lines, copy, offers and campaign structures
Proactively suggest new campaigns and sales opportunities
Keep track of major e-commerce events such as Black Friday, Cyber Monday, Christmas, New Year, EOFY and other relevant promotional periods
Prepare campaigns well in advance rather than waiting to be instructed

We want someone who is constantly thinking about what offer we should run next, what customers will respond to, and how we can make each campaign perform better.
Customer Support

During your working hours, you will also take ownership of our customer support inbox.

You will be responsible for monitoring incoming enquiries throughout the day, responding promptly, resolving straightforward customer issues independently and escalating issues where necessary.

Strong written English, professionalism and attention to detail are essential.
REQUIRED EXPERIENCE

You MUST have previous e-commerce email marketing experience.

Experience with platforms such as Klaviyo, Brevo, Mailchimp or similar is highly desirable.

You should have:

Proven e-commerce email marketing experience
Strong sales and promotional copywriting ability
Understanding of consumer/buyer psychology
Experience creating promotional campaigns and offers
Excellent written English
Customer support experience
Strong organisation and attention to detail
Ability to work independently and proactively

IMPORTANT — HOW TO APPLY

To be considered for this position, please email ---------- with examples of e-commerce marketing email s you have previously created.

Please include:

3–5 examples of actual e-commerce marketing email s/campaigns you have worked on
The e-commerce brands/industries you have worked with
Which email marketing platforms you have used
Any results you can share, such as revenue generated, conversion rates, CTR or improvements you achieved
A brief explanation of what your role was in creating the examples you send

Applications without previous e-commerce email marketing examples will not be considered.
Employment

Full-Time — 40 Hours Per Week

For the three skills on the form, I’d use Email Marketing, Copywriting, and Customer Support. This makes the screening criteria very clear: you’re hiring an experienced e-commerce email marketer who also owns customer service, rather than hiring a customer-support VA and hoping they can learn marketing later.