E-Commerce Operations Manager

Auree Jewellery; City Of London; On-site; GBP 27,000 - 38,000; Full time

Job summary

A creative jewellery company in London is seeking an experienced E-commerce Operations Manager to oversee online marketplace operations, manage customer service, and ensure efficient fulfilment. The ideal candidate has strong organisational skills and a passion for customer experience. This full-time role offers a competitive salary, and the chance to contribute to the company's growth.

Qualifications

• Experience in operations and fulfilment, ideally in retail, fashion, or e-commerce.
• Highly organised, detail-oriented, and calm under pressure.
• Confident managing inventory systems, order management, and customer service tools.

Responsibilities

• Oversee day-to-day operations across online marketplaces.
• Manage the complete order cycle: fulfilment, returns, and exchanges.
• Coordinate hallmarking, made-to-order, plating, and engraving services.

Skills

Organisational skills

Strong communication skills

Customer service expertise

Data-driven decision-making

Attention to detail

Job description

Overview

At Auree, we create jewellery designed to be worn, loved, and enjoyed every day. Since 2014, our small but ambitious team has been building a business that combines style, craftsmanship, and thoughtful design. As we grow, we’re looking for an organised and proactive E-commerce Operations Manager to join us and keep everything running beautifully behind the scenes and ensure we delight our customers every day through our customer support.

This is a varied role — perfect for someone who enjoys problem-solving, thrives on efficiency, and takes pride in making things work seamlessly across sales channels, fulfilment, and customer service.

What You’ll Do

Sales Channels & Marketplaces

• Oversee day-to-day operations across online marketplaces (e.g. Wolf and Badger etc).
• Support wholesale accounts with efficient order processing and comms.
• Ensure direct sales (via website, in-person, and telephone) run smoothly and customers are supported.
• Assist with occasional events and fairs, from planning to execution.

Fulfilment & Customer Service

• Manage the complete order cycle: fulfilment, returns, and exchanges.
• Own customer service: ensuring enquiries are handled promptly and professionally.
• Manage customer service software, reporting on customer experience.
• Work closely with fulfilment partners to ensure accurate and timely delivery.

Inventory & Packaging

• Maintain accurate stock records across web, marketplaces, and wholesale.
• Manage packaging inventory and ordering, keeping an eye on costs and suppliers.
• Create new product barcodes and ensure accurate uploads of product and packaging data to Fulfilment.
• Monitor cost control and efficiency in fulfilment processes.

Workshops & Suppliers

• Coordinate hallmarking, made-to-order, plating, and engraving services.
• Manage relationships with suppliers to ensure quality and timely turnaround.
• Support bespoke and custom jewellery orders through smooth operations.

Process & Efficiency

• Review and improve operational processes across fulfilment, CS and inventory.
• Seek opportunities to increase efficiency, reduce costs, and support business growth.
• Work closely with the Marketing and E-commerce Manager to align operations with campaigns and launches.

About You

• Experience in operations and fulfilment (ideally in retail, fashion, or e-commerce).
• Highly organised, detail-oriented, and calm under pressure.
• Strong communication skills
• Confident managing inventory systems, order management, and customer service tools.
• Customer experience obsessed.
• Confident using data to make decisions and tracking outcomes
• Excited about the possibilities of AI and automation.
• Commercially aware, with experience managing costs and supplier relationships.
• Enthusiasm for jewellery, fashion, and customer experience.

The Details

• Location: Our studio is in SW17 (Tooting Bec / Balham).
• Hours: Full-time (some flexibility on hours possible)
• Salary: £27,000-£38,000.

Why Join Us?

This is a chance to be part of Auree’s next stage of growth — making a real impact in how we deliver to our customers and partners every day. You’ll work closely with a collaborative, passionate team, in a role where your ideas for process and efficiency will be highly valued.