Digital, Retail & Operations Manager

Position Summary
We are seeking a Digital, Retail & Operations Manager to oversee the development and integration of our retail channels with back-end business operations. This role combines expertise in e-commerce management, retail coordination, and workflow optimization, ensuring a seamless customer journey across both online and offline touchpoints. The candidate will also play a key role in building systems and structures that support our social mission, particularly in managing artisan training and well-being.

This position is suitable for an individual with proven experience in social enterprise operations, digital retail platforms, and cross-functional team management.

Key Responsibilities

Retail Channels Management

Manage the company's digital retail channels including e-commerce website, third-party marketplaces, and social media platforms.

Ensure product listings, collections, menus, and digital storefronts are optimized for accuracy, customer engagement, and conversion.

Write and publish product descriptions, manage online inventory, track sales performance, and respond to customer inquiries.

Integrate apps and tools to improve site performance, customer experience, and operational efficiency.

Coordinate with consultants and agencies to enhance UX design, loyalty programs, and overall digital engagement.

Oversee the loyalty program, including customer benefits, rewards, and engagement campaigns in collaboration with the marketing team.

Track and resolve customer inquiries, fulfillment issues, repairs, and overall customer satisfaction.

Oversee online ad spend and monitor digital marketing ROI across different channels.

Support physical store teams and stockists with campaigns, roll-outs, and issue management.

Track and report on retail performance analytics, providing insights to guide future strategy.

Assist customers, process transactions, and maintain the store environment during store hours.

Business Operations

• Collaborate with production teams to forecast inventory needs and plan supplies for new product launches.

• Coordinate artisan HR administration (leave requests, performance reviews, training schedules) while ensuring alignment with company policies for well-being and development.

• Work closely with job coaches to implement new training schedules for artisans and neurodivergent staff.

• Develop SOPs to streamline production workflows, issue reporting, and customer service/repair processes.

• Build systems to improve coordination between production, fulfillment, and retail functions, reducing bottlenecks and improving speed to market.

• Ensure smooth operational roll-outs for seasonal campaigns, product launches, and special projects.

  Requirements

  Work schedule:

  In-person work only (no remote or hybrid options)

  Full-time, 5.5 days per week

  One required working day every weekend, as determined by the company's schedule

  Participation in weekend events is required as part of regular duties

  Required to attend online e-commerce trainings from vendors in US time

  Minimum 5 years of experience in retail operations, e-commerce, or business management, within lifestyle or social enterprises.

  Proven ability in project management, process improvement, and team leadership across cross-functional functions.

  Strong organizational and problem-solving skills, with experience in designing and implementing operational systems.

  Proven experience with digital retail platforms (Shopify) and digital marketing (Klaviyo) a must.

  Strong communication skills with experience in customer engagement and stakeholder management.

  Proficiency in common business and design tools (e.g. Microsoft Office, Google Suite).

  Experience in training or supporting neurodivergent staff is highly desirable.

  Demonstrated commitment to inclusive and socially responsible businesses.