Careers

Heidi Klein is the UK’s leading luxury swimwear and beachwear brand. Established in 2002, the brand is well known for its effortlessly chic and unmistakably luxe resortwear and accessories.

With flagship stores in London, St Lucia, Porto Montenegro and Punta del Este, a network of prestigious stockists including Saks, Bergdorfs, and Harrods, and a global ecommerce replatforming project underway, Heidi Klein is poised to continue our ambitious growth trajectory over the course of 2017 and beyond.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Candidates must be eligible to work in the UK.


Website Manager

Salary DOE

Job Description

Heidi Klein is the UK’s leading luxury swimwear and beachwear brand.  Established in 2002, the brand is well known for its effortlessly chic and unmistakably luxe resortwear and accessories.  

With flagship stores in London, St Lucia, Porto Montenegro and Punta del Este, a network of prestigious stockists including Saks, Bergdorfs, and Harrods, and a global ecommerce replatforming project currently underway, Heidi Klein is poised for ambitious growth in 2018 and beyond.

We are now looking for a highly-commercial website manager to complete the final stages of our move to the Magento 2 platform, and elevate and enhance our online offering to positive commercial effect.  The primary areas of responsibility for this role are as follows:

1. To drive site conversion with rigor and ambition, taking a continuous improvement approach, including, but not limited to, the following:

  • Undertaking ongoing analysis of the customer journey across all devices, prioritised by highest traffic (mobile first), and implementing a rigorous schedule of testing and optimising the user experience in order to improve conversion across the board

  • Monitoring and improving site speed across all devices, ensuring best practise is followed and ensuring we stay up to date with the latest thinking and tech developments in this area

  • Forensically monitoring all potential conversion obstacles and liaising with the relevant departments and teams, for example

    • Payment obstacles, with finance

    • Stock availability obstacles, with operations

    • Uptime and server-related obstacles, with IT

  • Managing our accessibility and shopability for non-English-speaking markets

  • Continuously researching and evaluating ways in which the site can build trust and serve the most accurate, relevant and appealing product information to the customer, including

    • Quality and style of imagery

    • Video content

    • Social proof and press coverage

    • Customer feedback

    • Size & fit reference materials

  • Creating and implementing a merchandising strategy which will optimise product placements according to availability and popularity, and ensuring that on-site merchandising is monitored comprehensively and updated on a weekly basis

  • Managing our abandoned basket / failed payment recovery strategy

  • Overseeing on-site data capture mechanisms and overlays

  • Regularly undertaking usability studies, and researching and evaluating new tech solutions and functionality as they come to market, in order to continuously improve our offering



2. To select, brief and manage an outsourced development and support function:

  • Identifying, defining and troubleshooting issues and leading the work to resolve them

  • Being responsible for the quality and technical approach of our external development team

  • Ensuring the team understand and are working to consistent coding standards, employing unit tests at a rate of at least 70% coverage for all new code, and that peer code reviews take place

  • Taking the lead in architecting our systems and infrastructure for scalability and stability

  • Delivering conversion-driving improvements on time and on budget

  • Completing bug fixes in an efficient, effective and timely manner

  • Undertaking rigorous client-side testing of all new deployments

  • Creating a product development roadmap in collaboration with the marketing team

The Website Manager is also responsible for:


  • Managing the annual website budget

  • Managing all other third parties and suppliers related to our web functionality

  • Overseeing and improve our SEO capabilities

  • Ensuring that we’re working with best in class partners

  • Staying abreast of the latest tech and functionality across our competitor group and adjacent areas of luxury fashion

This role will report directly into the CEO, but with a dotted line to the Head of Marketing.

Candidate requirements:

You are a seasoned website manager, or perhaps an ex-lead or senior developer, who wants to manage a small outsourced team of developers and step up to strategically lead a website.  


You have:


  • Previous experience of leading successful ecommerce replatforming projects and site launches / relaunches

  • Expert knowledge of the Magento ecommerce platform, and experience of Magento 2 is highly advantageous

  • Experience working across multiple international markets

  • A track record of delivering proven commercial improvements from onsite testing

  • The ability to write a watertight functional spec

  • A meticulous approach to project management

  • A demonstrable passion for beautifully simple UX

  • The ability to analyse user data to derive actionable insights

  • A ruthless ability to prioritise

  • A down to earth, hands-on self-starter with an entrepreneurial and resourceful approach


If this sounds like you, please apply in writing, explaining why you’re perfect for the role, enclosing a copy of your CV, to [email protected] using the subject line “Website Manager”.  Unfortunately, due to the expected volume of responses, we will only be able to respond to successful candidates.



Heidi Klein Supervisor, London store

Full Time, Chelsea store 

We are looking for a Full Time Supervisor to join our Chelsea store.

The Supervisor responsibilities includes motivating the team to ensure sales targets are met and exceeded, promoting excellent customer service within the team and monitoring product knowledge to achieve this, ensuring high standards of stock presentation in the store, and ensuring stock levels are maintained.

 

Candidates must have at least one year experience in a similar supervisorrole at a high end or luxury retailer, have excellent communication skills and have the ability to work under pressure. You must be dynamic,  have a passion for the hk brand and reflect this in exceptional levels of customer service. In return we offer a competitive salary which includes a generous staff discount after you have successfully passed your probation period. If you are interested please send your CV and cover letter to liza@heidiklein.com.



Heidi Klein

Customer Service Executive

Full Time: Shifts 8am- 4:30pm or 12pm- 9pm Weekdays or 10am- 6pm Weekends

West London / North London

A vacancy has now arisen for a customer service executive to join our small, dynamic and performance-focused team at this exciting time in our brand’s story.

 

As a luxury brand, Heidi Klein is committed to offering superlative service across all channels.   Our Customer Service Executives provide this to online and remote customers, ensuring their brand experience is just as immersive and impressive as being served face to face in a Heidi Klein store.

 

The primary function of the Customer Service Executive is first and foremost to drive conversion - both directly in terms of orders taken over the phone / live chat, and indirectly by supporting customers as they shop online:

  • Proactively offering advice on styles and fit
  • Offering accurate and individual advice on sizing
  • Making relevant and thoughtful switch-sell suggestions when a product isn’t available in the customer’s size
  • Upselling by recommending coordinating items or accessories to complete a look
  • Answering all customer questions in a timely and accurate manner
  • Ensuring that any erroneous or missing product information is flagged to the e-commerce team to backfill so that future customers can make more informed purchasing decisions
  • Meeting our response time targets

 

The secondary function is to support our customer retention and repeat order objective through offering memorably responsive aftercare, acting as the customer-facing point of contact for all after-sales enquiries relating to other internal teams including:

  • Operations, for all fulfilment issues
  • Production, for all faulty item issues
  • Ecommerce, for all UX issues and product information issues

 

And finally, our customer service team is responsible for managing our public online reputation management platform Feefo, ensuring that our responsiveness and customer-centricity is demonstrated in every interaction and in response to all feedback posted, both positive and negative.

Please apply in writing, explaining why you’re perfect for the role, enclosing a copy of your CV, to [email protected] using the subject line “Customer Service vacancy”. Unfortunately, due to the expected volume of responses, we will only be able to respond to successful candidates.