We are looking for a proactive and hands-on Ecommerce Store Manager to oversee the day-to-day running of our online store, customer service, and fulfilment operations.  This is a varied role where you will manage the digital storefront, ensure a seamless and friendly customer experience, and handle the end-to-end process of getting orders to customers on time.

This position is perfect for someone who thrives in a fast-paced small business environment, enjoys wearing many hats, and is passionate about delivering both a polished digital shopping experience and outstanding service.

What you will be doing every day:

Store Management

• Manage and maintain the Shopify ecommerce site, ensuring it is up-to-date, functional, and continually optimised, introducing new tools, apps or methods where appropriate.
• Upload and enrich new product launches (descriptions, imagery, categorisation, tagging).
• Use third party software to merchandise the site, driving product discovery, cross-sells, and seasonal campaigns.
• Work closely with the marketing and brand leads to ensure that the website is visually appealing and communicating the right messages at the right times.
• Work with a digital marketing specialist to implement SEO best practices across product listings and content.
• Run weekly site checks to spot and fix errors, bugs, or broken links.
• Track and report on department KPIs including sales, fulfilment times, and customer service metrics, identifying opportunities to improve departmental performance including conversion rate enhancement, cost reduction and customer satisfaction.

Customer Service:

• Be the main point of contact for customer help desk enquiries.
• Resolve issues related to orders, returns, and refunds quickly and empathetically following service standard guidelines and company policies and driving adjustments to department procedures as appropriate.
• Monitor common queries and feed insights back into product and site improvements.
• Maintain the same friendly, on-brand tone of voice that is used in the retail stores across all customer interactions.

Fulfilment & Logistics:

• Lead a team of warehouse operatives in the day-to-day running of warehouse and fulfilment operations.
• Support the team to process and dispatch customer orders, goods receivable and warehouse transfers efficiently and accurately.
• Ensure that all pick, pack, and ship operations meet the required operational KPIs and that presentation aligns with brand standards.
• Manage stock levels, carry out regular inventory checks, and coordinate reorders.
• Liaise with couriers and logistics partners to troubleshoot delivery issues.
• Maintain fulfilment processes and staff planning that are both scalable and cost-effective.
• Set and uphold high organisational and operating standards in the warehouse working and supply storage areas for optimal departmental efficiency. ​

Requirements:

• At least 2 years' experience managing an ecommerce website, a physical retail store or a small scale fulfilment and customer service operation, ideally within fashion.
• Strong people management and team leadership skills with a problem-solving mindset.
• Customer-focused mindset with excellent written communication skills.
• Excellent project management skills with the ability to juggle multiple responsibilities while ensuring projects hit the required objective and are delivered on time.
• Practical experience in order fulfilment and/or stock management, and a strong interest in ecommerce platforms.
• Comfortable analysing data and using insights to improve performance