Customer Experience & Operations Executive

Customer Experience & Operations Executive

If you’re someone who enjoys solving problems, staying on top of details, and thrives in a fast-paced fashion brand, we’d love to meet you.

What you’ll do:

Customer Experience

• Be the voice of

  DRAWN

  across

  email, Instagram DMs, WhatsApp, and calls

  — ensuring every customer interaction feels personal and thoughtful.
• Provide

  complete resolution

  for all customer concerns, including order updates, size and fit queries, exchanges, returns, or delivery issues.
• Maintain a quick and empathetic response rate across all channels.
• Track customer tickets to ensure timely follow-ups and closure.
• Build meaningful relationships with our community through warm, human communication that reflects the brand’s tone and values.

Pop-Ups & On-Ground Sales

• Represent

  DRAWN

  at brand pop-ups and offline events as the face of the brand.
• Oversee

  setup, merchandising, sales, and customer service

  during pop-ups and ensure a seamless on-ground experience.
• Coordinate with the warehouse and operations teams for stock movement, packaging, and replenishment during events.
• Manage daily sales reports, inventory updates, and customer interactions during pop-ups.

Operations & Inventory Management

• Oversee

  order processing and fulfillment

  through Shopify — from checkout to final delivery.
• Coordinate closely with the warehouse for timely dispatches, exchanges, and returns.
• Monitor inventory levels, flag stock issues, and track product movement across styles and SKUs.
• Manage and monitor

  quality control

  , including coordinating rechecks, replacements, and ensuring high standards before dispatch.
• Liaise with

  courier and logistics partners

  to manage pickups, delays, and delivery exceptions.
• Track order status updates and ensure internal logs and customer notifications are accurate.

Third-Party Vendor & Platform Coordination

• Liaise with

  third-party vendors

  , manufacturers, and partners for deliveries, invoicing, and payments.
• Coordinate with

  multi-retail platforms

  for uploading line sheets, updating inventory, managing orders, and overseeing order reconciliations.
• Maintain communication with vendor teams to ensure timely order dispatch, stock sync, and accurate listings across all channels.
• Manage internal trackers for vendor orders, payment status, and pending documentation.

Cross-Functional Support

• Work with the marketing team to coordinate

  dispatch of influencer orders, PR kits, and campaign timelines.

• Support the design and production teams with

  sample tracking, shoot-day logistics, and vendor coordination.

• Maintain and update

  operational trackers

  , ensuring smooth communication between departments.
• Flag bottlenecks across operations and proactively recommend improvements for efficiency.

Who you are:

• 2–3 years of experience in customer service, operations, or e-commerce (fashion experience preferred)

Shopify

• Strong written and verbal communication skills

• Highly organised, process-driven, and great at multitasking

• Proactive, reliable, and willing to pitch in across teams

• A genuine interest in fashion, customer delight, and building seamless systems

Interested candidates can send across their CV and Cover Letter to careers@shopdrawn.com