E-commerce Operations Manager Full-time · In-house (Cheadle Hulme, Manchester) Flat salary + performance-based bonus Company: gee www.geehair.com www.instagram.com/geehair We’re hiring an E-commerce & Operations Manager to run gee’s day-to-day operations, build scalable systems, and manage our growing team. This is a hands-on role where you’ll keep the engine of the business moving - from customer operations and fulfilment flow to office coordination, SOPs, and team management. About gee gee is a premium hair extension brand trusted by iconic women around the world, including Anne Hathaway, Rebel Wilson and Eva Longoria. We’ve recently won three major hair industry awards, including a Marie Claire Hair Award. Our mission is to help women feel like the most confident version of themselves. Everything we do, from the products we design to the content we create is built around that transformation. We’re founder-led, fast-moving, and building something with real momentum. The Role This is a digital-first operations role. You’ll: • Own and improve the daily running of the company: customer service, fulfilment flow, stock processes, and office coordination. • Manage and support the team, ensuring they’re working efficiently and to a high standard. • Build and refine systems (tools, SOPs, checklists) that make the business scalable and consistent. • Step in where needed - whether that’s fulfilment cover, customer service, or resolving operational inefficiencies. • You’ll also act as a right hand to the owners, supporting on ad hoc projects and ensuring the business runs smoothly at all times. Key Responsibilities: Customer Experience & Digital Operations • Lead gee’s online customer interactions across email, WhatsApp, FaceTime and social inboxes, keeping every message polished and on-brand. • Create, track and report key customer metrics: response times, first-contact resolution, satisfaction scores, and chargeback outcomes. • Handle complex or sensitive cases with professionalism and sound judgement. Fulfilment, Logistics & Stock • Oversee the full order-to-dispatch flow in Shopify. • Liaise with couriers: set delivery rules, manage cut-offs, handle expedited requests and claims. • Manage returns and refunds smoothly, ensuring accuracy and timeliness. • Work with the team to maintain stock accuracy and uphold quality control standards. People & Office Management • Set clear expectations and rhythms for the team; coach for performance and accountability. • Lead hiring, onboarding, and training so new team members integrate smoothly. • Manage updates to company policies and ensure the handbook reflects current standards. • Handle sensitive issues such as performance management, disciplinaries, or terminations with discretion. • Monitor holidays and arrange cover for last-minute absences so service standards never slip. Systems, Processes & Compliance • Keep SOPs, handbooks and templates up to date in Notion (or similar) so the team has everything they need in one place. • Refine tools and workflows to make daily operations faster and more consistent. • Prepare chargeback evidence templates to reduce losses. • Ensure all customer data practices remain GDPR-compliant. • Safeguard company confidentiality, protect intellectual property, and ensure compliance across all processes. Insights & Continuous Improvement • Spot recurring issues in tickets and returns; propose fixes that remove the root cause. • Deliver a concise weekly Ops & CX report highlighting key numbers, risks and actions. What We’re Looking For: • 5+ years’ experience running e-commerce operations and customer service (beauty/fashion/luxury preferred). • Hands-on with Shopify order admin and at least one inbox/help desk tool. • Proven experience handling chargebacks/disputes with measurable success. • Comfortable managing people and office operations; able to set standards and pace. • Process-driven, highly organised, excellent attention to detail; builds simple systems others can follow. • Independent operator: prioritises, makes clear decisions, and flags risks before they escalate. • Polished, professional written communication in a luxury tone; flawless UK grammar. • Strong sense of discretion and integrity - trusted to handle sensitive issues and protect the brand. Nice-to-haves: • Experience building internal SOPs/knowledge bases in Notion (or similar). • Data and reporting skills (Google Sheets/Excel; basic dashboards). • Familiarity with premium hair extensions. Who You Are: • Professional, discreet, and positive in how you communicate with both customers and colleagues. • Reliable and self-managing - you plan your day, hit deadlines, and don’t need chasing. • Open to feedback and growth - you adapt quickly and look for ways to improve. • Solution-focused - you flag problems early and focus on fixes, not blame. What Makes gee Different At gee, we’re building something with real momentum, and every team member plays a vital role in that. We’re small, we move fast, and we care deeply about the details. You won’t be micromanaged. You’ll be trusted to lead, take initiative, and bring your best every day. If you’re focused, driven, and excited about shaping a founder-led luxury brand, you’ll thrive here. A Message from Cindy, Operations Manager “At gee, we've spent the past decade perfecting our products, and I’ve personally overseen the day-to-day operations. Now, I’m looking for someone who can take full ownership and elevate it to the next level. We’re seeking a self-driven manager who can run the company day-to-day - overseeing operations, supporting the team, and ensuring everything from fulfilment to customer experience runs smoothly. This role is about keeping the engine of the business moving: planning ahead, solving problems before they happen, and creating the structure that allows the brand to grow.” Salary £30,000 to £38,000 depending on skills, experience, and ability to take ownership. How to Apply Please send your CV and portfolio, along with a short note telling us why this role excites you and what makes you a strong fit for gee.