RETAIL OPERATIONS & CUSTOMER EXPERIENCE MANAGER

Another Tomorrow; New York (NY); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health, dental & vision insurance

401(k) plan

Employee discount

Seasonal wardrobe allowance

Job summary

Another Tomorrow seeks a Retail Operations & Customer Experience Manager for its SoHo flagship team in New York. You will oversee daily store operations, omnichannel fulfillment, and end-to-end customer experience from inquiry to after-sales.

You will identify recurring issues, drive root-cause fixes, and ensure inventory, fulfilment and client communication stay reliable. The role requires operational rigor and willingness to involve on selling floors during peak periods.

Qualifications

• Five or more years of relevant experience across retail operations, customer experience, omnichannel, logistics, inventory management or order fulfillment.
• Experience owning day-to-day retail operations and improving processes.
• Experience with high-touch customer service from initial inquiry through resolution.

Responsibilities

• Run day-to-day operations in collaboration with Store Director across selling floor, back-of-house, supplies, packaging, maintenance and opening/closing procedures.
• Own inventory accuracy including receiving, replenishment, transfers, returns, cycle counts and stockroom organization.
• Manage store-based omnichannel fulfillment (Ship-from-Store, Click & Collect rollout) and track orders through to delivery.
• Resolve delays and inventory discrepancies; maintain data consistency across Shopify, POS, inventory management systems and CRM.
• Own end-to-end customer experience and after-sales across store, e-commerce, email and social channels; handle sensitive situations with judgment.
• Identify recurring issues, investigate root causes, and implement lasting fixes with cross-functional teams.
• Document procedures and train staff to maintain operations during absences and peak periods.

Skills

Retail operations

Customer experience

Omnichannel

Inventory management

Communication

Tools

POS

CRM

E-commerce platforms

Inventory systems

Shopify/Global-e

Job description

Another Tomorrow is hiring a Retail Operations & Customer Experience Manager for its SoHo

flagship team in New York.

This role exists so that the flagship runs as precisely as the garments it sells. It owns three things:

the daily operations of the store, the omnichannel orders that ship from it, and the experience of

every client from first inquiry to after-sales. Beyond keeping these running, the person in this role is

expected to find the root of recurring problems and fix them — across systems, carriers, warehouses

and the wider business — so that the same issue does not come back. In the first year, the measure

of success is a store whose inventory, fulfillment and client follow-up are reliable enough that the

Store Director and the sales team can spend their time with clients.

This job suits someone who is at ease moving from a stockroom count to a Shopify discrepancy to a

delicate client conversation in the same afternoon, and who treats each with the same care. It calls

for operational rigor, technical curiosity and the judgment to decide what matters most when several

things need attention at once. As part of a small team, the role also steps onto the selling floor when

the store needs it, including evenings, weekends, events and peak trading periods; schedules are

shared in advance, and we take individual scheduling constraints into account wherever store

coverage allows.

This is a full-time, on-site position based at the SoHo flagship, 135 Wooster Street. The role

reports to the Store Director.

What You Will Do

• Run the day-to-day operations of the store with the Store Director: selling floor and back-of-house standards, supplies, packaging, uniforms, maintenance, and opening and closing procedures.
• Own inventory accuracy — receiving, replenishment, transfers, returns, cycle counts, reconciliation and resale — and keep a stockroom organized to luxury product-care standards, while supporting repair, resale and circular initiatives and reducing unnecessary packaging, shipping and waste.
• Own store-based omnichannel fulfillment: Ship-from-Store and Global-e orders from receipt through quality control, packaging, documentation, shipment and reconciliation, and the rollout of Click & Collect as it launches.
• Track open orders and shipments, resolve delays, carrier exceptions and inventory discrepancies, and keep data consistent across Shopify, POS, inventory management and
• Take end-to-end ownership of customer experience and after-sales across store, e-commerce, email and social channels — orders, deliveries, returns, exchanges, alterations, repairs — handling sensitive situations with judgment and keeping CRM records complete.
• Identify recurring operational and client issues, investigate their root causes, and implement lasting fixes with E-commerce, Logistics, Merchandising and Finance.
• Document procedures and train the sales team so that fulfillment and store operations continue during absences; support the floor and client appointments during peak periods and events.

What Success Looks Like

• Client inquiries and after-sales cases are resolved promptly, with a clear owner for every open issue.
• Physical inventory matches company systems, and Ship-from-Store orders are fulfilled accurately and on time.
• Daily store execution is reliable, recurring issues are fewer, procedures are documented, and the store keeps running when this role is away.

What You Bring

• Five or more years of relevant experience, or equivalent, across retail operations, customer experience, omnichannel, logistics, inventory management or order fulfillment.
• A track record of owning day-to-day retail operations and improving how they work, rather than only executing established tasks.
• Experience of high-touch customer service, managing client and after-sales needs from first inquiry through resolution.
• Confidence with retail systems — POS, e-commerce, CRM, inventory platforms — and the habit of tracing system or process issues to their root cause.
• Organization, attention to detail and clear written and spoken communication; comfortable prioritizing competing needs and working both independently and across functions.
• Ability to stand for extended periods and to lift and move merchandise and packages of up to 30 lbs, with or without reasonable accommodation.
• A plus, not a requirement: luxury or premium retail experience, Shopify and Global-e, additional languages.
• SoHo flagship — time and rhythm: 20 vacation days, 5 sick days and at least 12 paid holidays a year, with store schedules shared in advance so that time off can be planned.
• Health and care (US): Medical, dental and vision plans administered through Justworks, with Another Tomorrow contributing to the cost; a 401(k) plan with Empower; access to One Medical, Teladoc, Health Advocate and Kindbody; and a pre‑tax commuter benefit.
• Wardrobe: An employee discount across the collection and a seasonal allowance, so that the people who make Another Tomorrow also wear it.
• The work itself: A Certified B Corporation where every garment is traceable to the field or the farm, resold rather than discarded, and made by partners who pay living wages. What we ask of our supply chain, we ask of ourselves.

Compensation for this role is between $80,000 and $90,000 per year. This is a full-time, non-exempt position: hours worked beyond 40 in a week are paid at overtime rates in accordance with applicable law. The role is not commission eligible. Another Tomorrow shares its salary range before asking about expectations and never asks candidates for their salary history.

How We Hire

We tell candidates what to expect: an introductory call with & interview with the Store Director, a working session at the store, and a final conversation with leadership & HR. Every candidate is assessed against the same criteria. We aim to conclude within three to four weeks and to give a

Working at Another Tomorrow

Another Tomorrow is an equal opportunity employer. Hiring, development and advancement decisions are made on the basis of skills, experience and potential, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, socio‑economic background, family status or any other characteristic protected by law.

As a Certified B Corporation, we apply to hiring the same standards we apply to our supply chain.

We publish our salary ranges, we do not ask for salary history, and we do not run credit or criminal background checks unless the law requires it. We review every job description for inclusive language, and we would rather hear from a candidate who meets most of the requirements than not hear from them at all. To request an accommodation at any stage of the process, write to [e-mail].

About Another Tomorrow

Another Tomorrow was founded in New York in 2020 on a simple conviction: that clothing, one of the most personal forms of self-expression, should reflect the values of the people who wear it. The house designs a purposefully edited wardrobe — pieces made to be lived in, layered, and rediscovered season after season rather than replaced.

Every decision is guided by three commitments: human, animal and environmental welfare.

Materials are responsibly grown and traceable, garments are made in Italy and Portugal by partners who pay living wages, and each piece carries a digital ID that enables authenticated resale through the house’s own recommerce platform. Another Tomorrow is a Certified B Corporation and holds its social and environmental performance to the same standard as its commercial results.

The house is led from New York and Paris, with a flagship at 135 Wooster Street in SoHo.

https://airtable.com/appzwP5yRpRUgL1sE/pag0O9fLQBIT4f2gJ/form