Customer Experience & Operations Executive

DRAWN is looking for a sharp, organised, and people-loving Customer Experience & Operations Executive to join our growing team. This is a cross-functional role that touches every part of the customer journeyfrom first message to final deliveryand supports our design, marketing, and warehouse teams to keep things running smoothly behind the scenes.

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

What youll 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 brands 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:

23 years of experience in customer service, operations, or e-commerce (fashion experience preferred)

Hands-on experience with Shopifymust be comfortable navigating the backend for order processing and customer service

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