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Digital Experience Specialist

The Digital Experience Specialist’s mission is to support a premium digital experience through the delivery of a seamless onsite shopping experience and exceptional customer support. Reporting to the Digital Experience & Operations Lead, the role’s responsibility spans across the entire onsite journey and also covers pre- and post-purchase-related customer support and fulfillment processes.

In this hybrid role, the Digital Experience Specialist will also support the set-up of all onsite campaigns, ensure timely collection launches, and assist in the delivery and management of all relevant website content.

Your responsibilities include, but are not limited to:

  • Providing excellent customer service and acting as a brand ambassador by being 1st level contact for our E-Commerce customers
  • Addressing questions and issues via email, live chat, WhatsApp, and phone and leading the issue resolution in case of order-related incidents
  • Responsibility for processing returns and refunds
  • Leading investigations with our logistics partner and carriers to resolve fulfillment issues
  • Supporting the Digital Experience & Operations Lead in the planning and maintenance of the onsite content & campaign calendar and ensuring the timely delivery onsite
  • Ownership of content deliverable management to ensure product copy, translations, onsite localisation of digital assets can be deployed in time
  • Assisting with digital merchandising tasks such as initial product setup and localisation, regular search&sort rule optimization, product categorization, navigation maintenance
  • Assisting with digital content management tasks such as the creation and delivery of landing pages within the CMS (e.g. new category pages, experience pages), category assets, brand and service pages

As the ideal candidate, you have:

  • 1+ years of experience in a customer service role in a digital fashion or retail environment
  • 1+ years of experience in content management and working with E-commerce shop software
  • Written and oral fluency in English and Dutch (additional languages are a great plus: German, French, or Spanish)
  • A problem-solving and solution-driven mentality
  • Experience with helpdesk applications such as Gorgias, Zendesk, or Salesforce is a plus
  • High-level technical understanding of order fulfillment systems
  • Willingness to occasionally work on weekends or additional hours during busy periods

You will be successful and happy in this role if:

  • You have a proactive and hands-on attitude: we are an agile organisation and react very fast to what our business and customers need. You actively look for opportunities instead of waiting until the work comes to you.
  • You have an entrepreneurial mindset and take great ownership of your area of responsibility: as a team, we love what we do and are fully committed to the success of the business.
  • You are eager to learn and have the highest expectations on your own performance: You take learning and development into your own hands and we will support you along the way.

What we offer in return:

  • Growth - as one of the fastest-growing channels within the business, you will work in a fast-paced environment with big ambitions for the coming years!
  • Team - become part of a young and ambitious team that is deeply passionate about our brand, product, and customer.
  • Office - an office in the heart of Amsterdam which is just as nice as our stores.
  • Culture - we like to spend time with each other.
  • Product - you will get to enjoy our products with your personal discount.

If you are interested, please apply with your CV and motivation letter in English:

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