E-commerce Operations Manager

About Us

We're launching a new premium lighting brand — one where nothing comes off the shelf. Our platform allows customers to design bespoke pendant lights, stairwell fittings, clusters, wall lights and lamps by selecting every element: base, cord, fixings, shade, and bulb. The result is a fitting that is genuinely unique to them.

We're building something that doesn't exist in the UK market yet: a self-serve configurator with the craft feel of a bespoke atelier, at a mid-market price point. We launch before Christmas 2026, and we're looking for the person who will be the heartbeat of day-to-day operations from the very beginning.

The Role

This is a broad, hands-on position for someone who thrives in the early days of a business. You'll own more than any job description could capture — and your impact will be immediately visible. You'll manage the operational engine: customer journeys, order processing, supplier liaison, website maintenance, and you'll have real input into how the business scales.

What You'll Do

• Manage all customer enquiries across email, telephone and social channels — with warmth, speed and expert product knowledge
• Process and track every customer order from configuration through to delivery, coordinating with our supplier at each stage
• Maintain the product catalogue, pricing and content on our e-commerce platform
• Monitor and report on sales, stock availability and order lead times
• Coordinate with external marketing freelancers and social media partners
• Support the Director with interior designer outreach, trade accounts and VIP customer relationships
• Identify operational inefficiencies and actively propose solutions as we grow
• Contribute to showroom planning as we move toward Phase 2

What We're Looking For

• 2+ years in e-commerce operations, customer service, or account management
• Strong written and verbal communication — you represent the brand in every interaction
• Comfortable with web-based platforms, order management systems and CRM tools
• A self-starter who manages competing priorities without needing to be directed
• An eye for quality and design — you understand why someone would spend carefully on a light fitting they love
• Genuine enthusiasm for a startup environment where the role grows with the business

Bonus Points

• Experience in interiors, lighting, homeware or design-led e-commerce
• Familiarity with Meta Ads, Google Ads, or social content (we have specialists, but crossover helps)
• Experience with Shopify or a comparable e-commerce CMS

What We Offer

• £28,000–£35,000 depending on experience
• A clear path to Head of Operations as the business scales
• Real creative input into how the brand develops — you're employee number one
• Remote-first working with flexibility on hours

Pay: £28,000.00-£35,000.00 per year

Work Location: Hybrid remote in London NW10 0TG