Order Management Lead (Customer Experience) Full Time

Role: Order Management Lead (Customer Experience)Reports into: Customer Experience ManagerContract Type: Full Time, 7.5 hours per day, 37.5 hours per weekLocation: Hybrid, working 3 days a week in our offices based in Old Street, LondonAbout UsNothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It’s about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress.To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don’t wait for success; we create it through hard work and determination. When faced with challenges, we don’t back down; instead, we break through barriers, recognising that true progress lies on the other side.These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.Our Purpose and MissionWe are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life.Our Benefits25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year5% employer match salary sacrifice pension schemeGenerous Oner Active discount plus regular office sample salesFree Evolve You subscriptionPrivate Healthcare with Vitality including optical and dentalMonthly wellness allowance and team workout classesStart-up culture – the chance to learn and make a real impactGreat employee events like our Summer party, Christmas party and team away daysHealthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)Dog friendly officeThe OpportunityWe are seeking a highly capable and motivated Order Management Lead to join our team inan elevated role that combines Customer Experience (CX) and Order Managementresponsibilities.This position plays a key role in ensuring both exceptional customer interactions and smoothoperational order processing. You will support customers across Zowie, while also takingownership of backend order workflows, fraud checks, and fulfilment issue resolution.This is an ideal role for someone detail-oriented, proactive, and confident, working across bothcustomer-facing communication and operational systems (Shopify/WMS).Role OverviewAs a Customer Experience Lead, you will act as a first point of contact for customers whilealso managing critical order lifecycle processes.You will be responsible for resolving customer queries, improving response quality and speed,and ensuring backend accuracy through order checks, fraud review, and fulfilment monitoring.This dual responsibility ensures a seamless end-to-end experience for customers.Key ResponsibilitiesAct as the first point of contact for customer and community queries via Zowie, deliveringhigh-quality, on-brand supportProvide personalised responses within agreed SLAs, ensuring speed, accuracy, andempathyManage enquiries across orders, deliveries, payments, returns, refunds, and productinformationTake end-to-end ownership of customer cases, ensuring timely and effective resolutionOperate across key systems, including Shopify and Authentica WMS, to manageorder-related issuesMonitor and action tagged orders, ensuring correct handling and prioritisationInvestigate and resolve flagged orders (e.g., fraud-filtered orders), working with internalteams as neededManage oversold and out-of-stock orders, communicating proactively with customersand delivering appropriate resolutionsProcess manual refunds outside Shopify’s automated capability, ensuring accuracy andclear customer communicationCollaborate with UK and Austrian finance teams to validate and complete refundrequests in line with controlsEscalate complex or high-risk issues to relevant teams (e.g., logistics, tech, finance) andtrack through to resolutionSupport community management and maintain brand reputation, especially duringhigh-impact incidentsIdentify trends, recurring issues, and operational gaps to improve processes and thecustomer journeyMaintain accurate system updates and documentation to ensure operational efficiencyand data integrityYou’ll Need To HaveProven experience in a customer-focused role within eCommerceExperience working with Shopify, Zowie, or similar platformsStrong understanding of order management processes and workflowsAbility to balance customer communication with operational tasksExcellent attention to detail, particularly when handling orders and dataProactive mindset with a problem-solving and “one-touch” resolution approachStrong organisational skills with the ability to manage a fast-paced workloadConfident decision-making skills, particularly when handling fraud or order issuesExcellent written and verbal communication skillsPositive, adaptable, and team-oriented attitudeEquality, Diversity, and InclusionAt Oner Active it’s about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive.We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team — we’re here to support you every step of the way.We are an activewear brand created by women, for women. Women who strength train, women who love to move. Women who take up space – physically, mentally, unapologetically. Because we believe every woman deserves to feel strong in her mind, body and spirit – and look amazing in the process!