Operations and E-Commerce Manager

Operations & E-Commerce Manager Role Overview

As the Operations and E-Commerce Manager at Kai Collective, you will be the operational backbone of our brand, ensuring that every moving part of our business runs with excellence. From logistics and inventory management to website upkeep and customer experience, you’ll lead key initiatives that keep our company efficient, customer-obsessed, and always ahead of the curve. This is a high-responsibility role ideal for someone who thrives in fast-paced environments, loves building systems, and wants to help scale a global fashion brand.

Logistics & Order Dispatch

• Ensure that all orders are dispatched swiftly and accurately, with minimal errors.

• Oversee our transition to a third-party logistics (3PL) partner and manage the relationship post-transition.

• Communicate with suppliers to ensure timely production and delivery of samples and bulk orders.

• Manage goods-in processes to ensure accuracy and efficiency.

• Track international shipments, customs, and SLAs with global partners.

• Handle and resolve chargebacks efficiently, submitting all necessary evidence via Shopify or relevant payment processors.

• Log all dispatch errors to continuously improve fulfillment performance.

Stock Control

• Ensure new stock is received, unboxed, counted, and processed accurately.

• Perform and document regular stock counts, including the mandatory count every 30th April.

• Ensure website stock quantities are always accurate.

• Proactively create restock orders—our bestsellers should never be out of stock.

• Provide barcodes to manufacturers for all new product orders.

• Oversee 3PL inventory accuracy after transition.

Returns & Repacking

• Ensure returns are processed in a timely manner.

• Assess return items to determine if they need cleaning, repair, or can be restocked directly.

• Coordinate necessary cleaning or alterations efficiently.

Website Management

• Upload and maintain product listings with accurate names, descriptions, size guides, and specs.

• Ensure that sold-out products are scrubbed or marked appropriately.

• Lead the implementation of new Shopify apps, features, or integrations.

• Keep all site policies, FAQs, and product pages updated and clear.

• Ensure product pages reflect the community by updating with customer images monthly.

• Liaise with our developer/IT partner for bug fixes and updates.

Customer Service

• Ensure all email and Instagram DM queries are answered promptly, thoughtfully, and in our brand voice.

• Manage communications between our team and the 3PL customer service team.

• Oversee hiring and development of a customer service team post-3PL transition.

• Create tone guidelines and response templates to ensure consistency.

Process Implementation

• Build, document, and implement effective systems across all areas of the business.

• Ensure all departments are operating in sync with our business calendar.

Sales Performance Analysis

• Generate weekly sales summaries and low-inventory reports.

• Support purchasing decisions and product forecasting.

• Share key trends and sales insights with the creative and social media teams to guide promotion strategy.

Sales, Sample Sales & Live Events

• Plan and execute all sales, sample sales, pop-ups, brand trips, and live events.

• Create event budgets, timelines, and ensure smooth coordination across teams.

Office Admin & Team Logistics

• Keep the office stocked, tidy, and functional, including supplies, meals for shoot days, and maintaining plants.

• Draft and review contracts with support from AI and our lawyer.

• Manage hiring logistics—reaching out to candidates, scheduling interviews, etc.

• Handle incoming post and packages.

• Oversee logistics for office moves, shoots, and inventory transfers.

• Ensure all new hires complete the 'Guide to Working With Me' and introduce themselves to the team.

• Post-shoot, return and process clothes accordingly (back to stock, dry-cleaning, sample rail, etc.).

Wholesale & Partnerships

• Oversee all wholesale and brand collaboration operations.

• Raise and manage invoices for partnerships.

Team Management

• Manage and develop direct reports with regular 1:1s and performance reviews.

• Foster team morale and support career growth.

Miscellaneous

• Execute ad hoc administrative tasks such as product deliveries, errands, or special projects.

• Proactively suggest new ideas and improvements across operations.

Please Note

• Although this is a senior role, due to the nature of working in a small business, it will also involve some junior-level tasks such as responding to customer service emails.

• Tasks outside the above scope may occasionally arise. You will always be given appropriate notice and time to complete them.

Key Skills & Qualities

• Exceptionally organized with a strong attention to detail

• Proactive, solution-oriented, and able to take initiative

• Excellent communication skills — both verbal and written

• Minimum of 3 years’ experience in Operations

• Proficient in using Shopify

• Highly comfortable with Excel, Google Sheets, Slack, and working with 3PL partners