Customer Experience & Marketing Assistant

Equals One Ltd; Acton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A fashion company in Acton is seeking a Customer Experience & Marketing Assistant to enhance customer engagement and support marketing activities. The role involves managing customer inquiries through various channels and assisting in marketing campaigns with skills in Photoshop and communication. This opportunity offers a collaborative environment and the chance to develop versatile skills in a growing brand. Experience in customer service, particularly retail or e-commerce, is preferred, along with a proactive attitude.

Benefits

Competitive salary

Collaborative team environment

Opportunities for skill development

Qualifications

• Experience in a customer service role, preferably in retail or e-commerce.
• Familiarity with customer support platforms like Gorgias is highly desirable.
• Confident using Photoshop for image editing tasks.

Responsibilities

• Act as the first point of contact for customer enquiries via email, phone, and social media.
• Deliver empathetic and solution-focused customer service.
• Support marketing and e-commerce teams with image editing and content creation.

Skills

Customer service experience

Familiarity with Gorgias

Photoshop skills

Strong communication skills

Organizational skills

Comfortable with SaaS platforms

Tools

Gorgias

Photoshop

Shopify

Job description

Customer Experience & Marketing Assistant

Salary: £28,000
Location: Acton, West London (W3) – full-time, office-based
Hours: 9am–5pm, Monday to Friday
Right to Work: You must be eligible to work in the UK

Company Overview

Esska Shoes is an independent footwear brand known for stylish, comfortable shoes and exceptional customer care. We sell direct to customers online and through our London shop, and we pride ourselves on being friendly, responsive, and detail focused.

We are now looking for a Customer Experience & Marketing Assistant to join our team. This is a varied role combining customer service with hands‑on marketing and website support — ideal for a recent graduate or someone early in their career with strong Photoshop skills and a positive, can‑do attitude.

Role Overview

This role blends inbound customer communication with creative and digital marketing support.

You will be the first point of contact for Esska customers, managing enquiries via email, Gorgias, telephone, and Instagram, while also supporting the marketing and e‑commerce team with image editing, website updates, and content creation.

You will also assist customers in our Esska shop, giving you a well‑rounded view of the brand and our customers.

Key Responsibilities

Customer Experience

• Act as the first point of contact for customer enquiries via email, Gorgias (our ticketing software), telephone, and Instagram DMs.
• Deliver warm, empathetic, and solution‑focused customer service across all channels.
• Manage and track customer conversations using Gorgias.
• Use Shopify and SWAP to review orders/returns and resolve customer queries.
• Support customers in the Esska shop when required, offering product advice and processing transactions.
• Maintain a professional and positive attitude, ensuring every customer feels valued.
• Stay up to date with Esska products, promotions, and policies.

Marketing & Website Support

• Crop, colour‑correct, and prepare product imagery in Photoshop to required specifications.
• Maintain and organise the image library.
• Upload images to the Esska website.
• Write and update product descriptions for the website, using tools such as Shopify AI where appropriate.
• Assist with social media content and posting in line with the social media plan.

This list is not exhaustive, and the role will evolve as the business grows.

Skills & Experience

• Experience in a customer service role (retail, e‑commerce, or fashion preferred).
• Familiarity with Gorgias or a similar customer support platform is highly desirable.
• Confident using Photoshop for image cropping and basic colour correction.
• Strong written and verbal communication skills.
• Good organisational skills and the ability to multitask.
• Comfortable working with SaaS platforms such as Shopify, Instagram, Google Sheets / Excel.

Personal Attributes

• Positive, friendly, and approachable.
• Detail‑oriented with a strong sense of accuracy.
• Proactive and willing to learn new skills.
• Comfortable working both independently and as part of a team.
• Genuine interest in fashion, e‑commerce, and customer experience.

What We Offer

• Competitive salary.
• A supportive, collaborative team environment.
• Hands‑on experience across customer experience, marketing, and e‑commerce.
• Opportunity to grow and develop your skills within a growing brand.

If you are enthusiastic, organised, and excited about working across customer service and marketing in a growing fashion business, we’d love to hear from you.

Please submit your CV and a short cover letter explaining why you’d be a good fit for Esska Shoes.