Luxury Fragrance E‑Commerce & Client Experience Specialist

Bond No.9; New York (NY); On-site; USD 67,500 - 82,500; Full time

Job summary

Bond No. 9, a luxury fragrance house headquartered at 9 Bond Street in NoHo, seeks a Customer Service & E-Commerce Specialist to drive direct-to-consumer experience.

You will handle inquiries across phone, email, and chat, manage returns, coordinate with retail and warehouse teams, and maintain the online catalog. The role emphasizes data-driven insights, site optimization, and supporting product launches in a fast-paced luxury environment.

Qualifications

• 3+ years of experience in customer service and eCommerce operations.
• Strong interpersonal skills, proactive attitude.
• Highly organized, analytical, and detail-oriented.
• Knowledge of eCommerce platforms, digital marketing, and CRM systems.
• Proficient in MS Excel, PowerPoint, and Word.
• Spanish-speaking a plus.
• Entrepreneurial mindset with a passion for luxury fragrances, eCommerce innovation, and delivering exceptional client experiences.

Responsibilities

• Monitor, respond to customer inquiries via phone, email, and chat, maintaining Bond No. 9 tone.
• Escalate inquiries and provide feedback to improve service processes.
• Manage eCommerce returns and exchanges, ensuring refunds.
• Partner with retail and warehouse teams on order fulfillment and omnichannel initiatives.
• Track customer satisfaction and provide insights to drive improvements.
• Assist in mapping the post-purchase journey and testing initiatives to enhance the client experience.
• Maintain and update the DTC product catalog, including pages, banners, offers, and content.
• Support new product launches, promotions, and sampling initiatives (GWP, bundles).
• Monitor product availability, coordinate stock updates, and ensure site accuracy.
• Partner with marketing, creative, and HQ to optimize imagery, copy, and SEO.
• Assist with A/B testing and site personalization initiatives to improve conversion.

Skills

Customer service

E-commerce

CRM systems

Excel

PowerPoint

Word

Spanish (bonus)

Tools

CRM systems

E-commerce platforms

MS Office

Job description

Bond No. 9, a luxury fragrance house headquartered at 9 Bond Street in NoHo, seeks a Customer Service & E-Commerce Specialist to drive direct-to-consumer experience.

You will handle inquiries across phone, email, and chat, manage returns, coordinate with retail and warehouse teams, and maintain the online catalog. The role emphasizes data-driven insights, site optimization, and supporting product launches in a fast-paced luxury environment.