Operations Manager
hace 1 día
London
Many Many Clothes is seeking an Operations Manager to oversee end-to-end operations for a fashion e-commerce business, including logistics, inventory, product launches, customer experience, and operational projects across multiple platforms. Key Responsibilities of the Operations Manager Operations & Logistics: • Manage 3PL warehouse relationships, including stock movements, deliveries, returns, and shipping processes., • Oversee product launches, ensuring accurate SKUs, pricing, and information are uploaded on time., • Track and optimise UK and international shipping methods to reduce costs and improve efficiency., • Monitor delivery performance, proactively identifying delays or issues and working with warehouse and courier partners to resolve them quickly., • Manage claims for lost or delayed parcels and recover costs where applicable., • Continuously review operational processes and identify opportunities to improve efficiency, including the use of AI and automation tools to streamline workflows and reduce manual tasks., • Maintain oversight of multiple projects and deadlines simultaneously, ensuring priorities remain on track and no key actions are missed., • Attend and contribute to weekly planning meetings, ensuring actions are documented, followed up, and completed on schedule., • Anticipate potential operational challenges before they arise and proactively implement solutions. Inventory & Stock Planning: • Maintain accurate stock levels across Shopify and warehouse systems, reconcile discrepancies, and check in new stock., • Monitor manufacturing and product quality issues, tracking recurring faults and working with suppliers and internal teams to implement improvements., • Ensure warehouse stock movements, deliveries, and returns are accurately recorded and processed in a timely manner., • Liaise with manufacturers on production timelines and help ensure launches remain on track. Customer Experience & Returns: • Manage returns and exchanges using tools like Swap., • Monitor weekly returns data to identify recurring product or sizing issues and support the implementation of improved policies to optimise customer retention., • Take ownership of the end-to-end customer journey, identifying pain points and implementing improvements to increase customer satisfaction., • Develop and recommend initiatives to reduce return rates while maintaining a high standard of customer service., • Monitor customer feedback, reviews, and satisfaction metrics, including Google Reviews, and recommend improvements based on insights gathered., • Work closely with warehouse and delivery partners to ensure returns are processed efficiently and customer issues are resolved promptly. Marketing & Brand Support: • Plan and execute promotions, including gift-with-purchase campaigns and free shipping offers., • Manage influencer and PR gifting, including stock coordination and dispatch., • Track influencer coverage and campaign performance, reporting on results and opportunities., • Support initiatives to increase average order value and customer lifetime value., • Provide weekly analytics reports and work with external partners on website updates and projects., • Play a key role in planning and coordinating pop-ups, trade shows, and major brand events, managing multiple moving parts to ensure smooth execution. Financial & Supplier Coordination: • Monitor costs across Shopify, Mintsoft, courier platforms, and operational suppliers to identify savings and efficiencies., • Manage supplier payments, claims, and delivery issues where required., • Liaise with manufacturers and suppliers to ensure timelines are met and packaging materials are maintained for launches., • Continuously seek opportunities to reduce costs, improve processes, and strengthen operational performance across the business. What Many Many Clothes is looking for: • At least 1 year of experience in fashion, e-commerce, operations, or a similar role., • Excellent organisational skills and attention to detail., • Exceptional ability to manage multiple projects, priorities, and deadlines simultaneously., • Highly proactive and forward-thinking, able to anticipate issues before they arise and take ownership of finding solutions., • Strong communication skills for liaising with suppliers, warehouses, couriers, manufacturers, and creative teams., • Experience with Shopify, Google Drive, and Excel., • Understanding of e-commerce logistics and the customer journey., • Strong ability to work efficiently and continuously identify ways to improve systems, processes, and workflows., • Comfortable wearing multiple hats within a growing business and adapting quickly as priorities change., • Excellent attention to detail with a track record of following through on tasks and ensuring nothing falls through the cracks., • Commercially minded, with an interest in improving customer experience, increasing operational efficiency, and reducing costs., • Naturally curious about technology and AI tools that can help streamline processes and support business growth., • Interest in fashion, branding, and creative marketing., • Enjoy working across both the creative and operational sides of a fast-growing brand. Thrive in a dynamic environment, are comfortable managing multiple workstreams at once, and take pride in keeping projects organised, on schedule, and moving forward. Application Apply with a CV and a cover letter outlining your suitability and interest.