Offer summary

Qualifications:

HND or Bachelor's degree in any field., 3+ years of experience in e-commerce operations, preferably in the fashion industry., Proficiency with e-commerce platforms like Shopify or WooCommerce., Strong analytical skills and a customer-focused mindset..

Key responsibilities:

Oversee daily operations of the online store, ensuring functionality and brand alignment.

Manage product listings, inventory, and customer service standards.

Collaborate with marketing teams for content creation and promotional strategies.

Analyze e-commerce performance to drive sales growth and identify new opportunities.

Job description

Job Summary

We are looking for a passionate, fashion-savvy E-Commerce Operations Manager to oversee the day-to-day operations of our brand-new online store. The ideal candidate will have a deep understanding of e-commerce, a love and passion for the fashion industry, and excellent organisational skills. You will be responsible for managing product listings, monitoring customer queries and ensuring our customers consistently achieve a seamless, high-quality online shopping experience. You will be responsible for managing and optimising the brand’s online store while ensuring a seamless, customer-centric journey from discovery to post-purchase. This role combines digital commerce and customer satisfaction strategies to drive revenue growth, loyalty and brand affinity. As the face of our online retail operations, you will also work very closely with the digital marketing team to represent the brand and ensure our digital presence is both impactful and professional.

Job Responsibilities

E-Commerce Operations Management

Work with the web developer to ensure our website build is completed to specification, is fully functioning and ready for launch.
Oversee and manage all daily operations of the online store, ensuring the website is up-to-date, functional, and aligned with brand standards.
Monitor and update product listings (descriptions, pricing, availability) across the brand’s e-commerce website (e.g Shopify, Magento etc) and ensure it always aligns with seasonal campaigns, product launches and promotional strategies.
Oversee product uploads, content accuracy, categorisation, pricing and inventory availability
Update and maintain the inventory management system, ensuring product availability, accurate stock levels, and timely restocks.

Market & Competitive Analysis

Conduct regular price benchmarking across key competitors to ensure competitive positioning while maintaining brand value.
Analyse market trends, promotions and pricing strategies to inform product pricing, discounting and campaign decisions.
Monitor fashion industry dynamics to stay ahead of emerging trends and ensure our pricing strategy supports both profitability and customer acquisition.

Customer Service Experience

Implement and monitor customer service standards and deal with customer queries across email and chat.
Manage returns/ exchange policies, special requests and packaging standards to ensure high customer satisfaction.
Provide personalised styling advice and product information to enhance the online shopping experience.
Monitor inbox to assist customers, answer questions, and escalate issues when needed
Handle customer inquiries in less than 12 hours
Gather product knowledge to properly educate customers
Proactively look for any negative reviews and escalate to brand management
Proactively solicit and collect reviews from customers to enhance listings

Brand Representation & Content Creation

Co-ordinate with the marketing and creative teams to produce high-quality content, social media imagery, and promotional materials.
Support and manage any photoshoots, collaborating with models, photographers, and stylists.
Contribute to content creation for social media platforms and email marketing campaigns to increase engagement and sales.

Sales & Growth Strategy

Analyse e-commerce performance, customer behaviour, and trends to make data-driven recommendations for increasing sales.
Implement online promotions, discounts, and seasonal campaigns to drive traffic and revenue.
Proactively identify opportunities for growth, such as new online sales channels, partnerships, or innovative marketing strategies.
Identify and propose opportunities for business growth.

Logistics & Inventory Management

Manage online stocktake processes, track inventory levels, and forecast demand to maintain adequate stock levels.

Requirements

Degree: HND or Bachelor's in any field.
3+ years of experience as an e-commerce operations professional in the e-commerce or fashion industry.
Proficiency with e-commerce platforms like Shopify or WooCommerce.
Customer-focused mindset with a strong track record of improving customer experiences.
Strong passion for fashion (particularly women’s occasion wear), digital innovation and delivering best-in-class customer experiences.
Creative flair for styling, presentation, and visual merchandising online.
Excellent written and verbal communication skills and customer service-oriented approach.
Experience using inventory management systems and integrating them with online platforms.
Familiarity with customer relationship management (CRM) tools and customer service principles.
Highly organised with the ability to multitask and manage competing priorities.
Strong analytical skills to assess sales performance and make data-driven decisions.
Ability to work independently and proactively with a high level of attention to detail.