Retail & E-commerce Operations Manager
hace 3 días
Chicago
ABOUT WEAR MOI Founded in France in 1992 by professional dancers Élisabeth and Christophe Ridet, WEAR MOI has become one of the recognized names in international ballet and dancewear. The brand is distributed in more than 60 countries and works with dancers, dance schools, academies, companies, and specialized retailers worldwide. Designed in France by dancers for dancers, our collections combine technical performance, comfort, quality, and a distinctive French aesthetic. WEAR MOI offers a complete head-to-toe range for dancers of all ages and levels, including dancewear, tights, soft ballet shoes, pointe shoes, warm-up garments, and accessories. WEAR MOI remains an independent, founder-led company. Our U.S. operation is based in Chicago and serves both direct consumers and wholesale partners across the United States. It includes a growing e-commerce business, a flagship retail store, services for dance schools, and the local handling and distribution of products received through our international supply chain. The Chicago operation works closely with our France-based teams across customer service, sales administration, logistics, and corporate support functions. THE ROLE WEAR MOI is seeking a Retail & E-commerce Operations Manager to lead the day-to-day operations of its Chicago office and flagship store. This is a full-time, on-site position for an experienced, hands-on manager who is comfortable working in a small-business environment. The role combines team leadership, B2C and e-commerce operations, customer service, retail management, inventory control, logistics, systems management, and coordination with our teams in France. The manager will work directly with WEAR MOI’s founders, Élisabeth and Christophe Ridet, who are based in Chicago for most of the year, while also coordinating closely with the company’s executive team in France. The manager will translate the company’s priorities into reliable local execution and lead the day-to-day work of the Chicago team. This is not a remote position or a purely strategic management role. The successful candidate must be willing to supervise, organize, resolve operational issues, and step into day-to-day activities when necessary. KEY RESPONSIBILITIES Team and Office Management • Supervise and coordinate the work of the Chicago team, currently composed of two employees., • Organize responsibilities, schedules, priorities, and operational coverage., • Monitor performance, provide training and feedback, and ensure consistent execution of procedures., • Support future recruitment, onboarding, and team development., • Maintain continuity of operations and address day-to-day issues promptly., • Coordinate with external providers and internal HR, accounting, and management teams as needed. B2C and E-commerce Operations • Oversee U.S. B2C operations and ensure the accurate and timely processing of online orders., • Supervise customer-service inquiries, shipment issues, cancellations, returns, exchanges, and refunds., • Ensure that complex or sensitive customer situations are handled with sound judgment and appropriate follow-through., • Manage remote and telephone orders, including product information and customer guidance., • Support operational priorities related to dance schools and studio customers., • Monitor service quality, order flow, backlogs, and recurring issues, and implement corrective actions., • Ensure the accurate processing and follow-through of orders and customer transactions across Shopify, Sage ERP, payment, and shipping systems. Chicago Flagship Store • Oversee the daily operation and presentation of the Chicago flagship store., • Ensure a professional and consistent customer experience., • Coordinate staff coverage, product presentation, promotions, outlet activities, and in-store procedures., • Monitor product availability and coordinate replenishment based on store and customer needs., • Ensure correct use of Shopify POS and compliance with payment, return, and inventory procedures., • Ensure that store transactions and inventory movements are accurately reflected in the relevant systems, including Shopify and Sage ERP. Inventory and Logistics • Maintain accurate local inventory across e-commerce, retail, school, and telephone-order activities., • Oversee receiving, inspection, storage, replenishment, stock rotation, cycle counts, and inventory adjustments., • Investigate inventory discrepancies and implement corrective measures., • Supervise consolidated inbound shipments and cross-docking operations., • Ensure that customer parcels are identified, processed, and dispatched accurately and on time., • Coordinate with carriers, customs brokers, and internal teams to resolve transportation, customs, or delivery issues., • Maintain organized and efficient stock and working areas., • Ensure accurate and consistent inventory and order data across Shopify, Shopify POS, Sage ERP, and shipping systems. Coordination, Systems, and Reporting • Work closely with WEAR MOI’s teams in France to ensure clear communication and proper execution of company decisions., • Support the ongoing transition of day-to-day U.S. B2B sales administration to the France-based team and help establish clear procedures and handoffs., • Maintain effective coordination between the Chicago and France teams, including the local B2B logistics and distribution activities that remain in Chicago., • Ensure the proper use of Shopify, Shopify POS, Sage ERP, reporting tools, and other operational systems., • Monitor operational KPIs covering customer service, order processing, returns, inventory accuracy, shipping, and team performance., • Produce concise and reliable reporting for management., • Identify recurring problems, improve procedures, and recommend practical solutions., • Ensure that systems, office equipment, service providers, and administrative processes support efficient operations. REQUIRED EXPERIENCE AND QUALIFICATIONS • Full professional fluency in both French and English is required., • At least 7 years of relevant experience in operations, retail, e-commerce, customer service, logistics, or a comparable small-business environment., • Demonstrated experience supervising and developing a small team., • Strong practical knowledge of e-commerce order management, returns and refunds, inventory control, retail operations, and customer-service procedures., • Experience working with Shopify, POS systems, ERP or inventory-management software, reporting tools, and spreadsheets., • Direct experience with Sage ERP is preferred., • Ability to communicate effectively with teams operating in both French and American business environments., • Strong organizational skills and the ability to manage several operational priorities simultaneously., • Sound judgment, reliability, attention to detail, and a high level of follow-through., • Ability to work independently within priorities and procedures established by the founders and executive management., • Willingness to remain hands-on and intervene directly when operational needs require it., • Experience in apparel, specialty retail, consumer products, or an international company is preferred. LOCATION AND WORK ARRANGEMENT • Chicago, Illinois – Lakeview East, • Full-time, on-site position, • Regular schedule: Monday through Friday, 10:00 a.m. to 6:00 p.m., • Limited weekend availability is required, typically two or three weekends per year, for special in-store events or trade shows. COMPENSATION • Base salary range: $95,000 - $110,000 per year, depending on experience., • Annual performance bonus opportunity of up to 5% of base salary, based on defined objectives related to operational reliability, team management, B2C execution, customer service, inventory accuracy, and logistics performance., • Benefits: This position does not currently include employer-sponsored health insurance or a 401(k) retirement plan. WEAR MOI is evaluating options for offering these benefits in the future, but no implementation date has been established. WEAR MOI is looking for a manager who combines maturity and structure with a practical approach to daily operations. The right candidate will be comfortable taking responsibility, enforcing procedures, managing people, and resolving problems in a fast-moving international environment.