E-commerce Operations Manager

About the role

We are seeking an experienced E‑commerce Operations Manager to own and lead all post‑order processes for our premium gifting brand. You will be responsible for ensuring every order is fulfilled, shipped, and delivered with the speed, accuracy, and brand quality our customers expect.

Key responsibilities

• Manage end‑to‑end order fulfillment, guaranteeing correct items, quantities and premium packaging.
• Oversee shipping partners, negotiate rates, monitor delivery performance and resolve issues.
• Lead the multi‑channel customer service function, maintaining response times under one hour and resolution within 24 hours.
• Supervise warehouse operations, maintain inventory accuracy and coordinate stock replenishment.
• Own the returns and reverse‑logistics process, analysing causes and reducing return rates.
• Develop and coach the operations team, set targets and monitor performance.
• Report on KPIs, identify bottlenecks and drive continuous improvement across fulfillment, shipping, CS and inventory.
• Support scaling initiatives, including new store launches and ERP upgrades (e.g., Odoo).

Required profile

• 4–7+ years of experience in e‑commerce operations, fulfillment, logistics or related fields.
• Proven leadership of cross‑functional teams and ability to improve processes and control costs.
• Strong analytical mindset with experience tracking and acting on operational KPIs.
• Excellent communication skills and a focus on delivering a premium brand experience.

Required skills

• Odoo (ERP system)