Mou
E-commerce & Operations Manager
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E-commerce & Operations Manager
Brand: Mou
www.mou-online.com & www.mou.com
Location: London / Hybrid
Industry: Luxury Fashion & Footwear
About the Role
Mou is looking for a highly organised and commercially minded E-commerce & Operations Manager to oversee the day-to-day management of our Shopify website, stock operations and international logistics.
The role will manage stock held across our China e-commerce warehouse and Mou's Burlington Arcade flagship store, coordinate international stock deliveries, support our customer care function and ensure the smooth running of our e-commerce operations.
This is a varied, hands-on role suited to someone who is highly organised, commercially aware and comfortable managing multiple areas of a growing international fashion business.
Key Responsibilities
E-commerce & Shopify
- Manage the day-to-day running of the Mou Shopify website.
- Upload and maintain products, descriptions, imagery, pricing, sizing, variants and product information.
- Manage product launches, collections and seasonal website updates.
- Ensure online stock availability is accurate and correctly reflected on Shopify.
- Regularly check the website for errors, incorrect pricing, stock issues, broken links and customer journey problems.
- Coordinate with developers and external e-commerce partners on technical issues and website improvements.
- Manage online merchandising, including collections, product ordering and best-seller visibility.
- Monitor online sales performance and identify opportunities to improve conversion and sales.
- Assist with photoshoots and email marketing.
Stock Management
- Oversee stock held across the China warehouse and Mou Burlington Arcade store.
- Maintain accurate stock records across Shopify and internal systems.
- Regularly reconcile warehouse and store inventory against Shopify.
- Monitor stock levels by style, colour and size.
- Identify best sellers, slow sellers, low-stock products and out-of-stock sizes.
- Coordinate stock allocations and transfers between locations.
- Ensure sufficient stock is available for both e-commerce and Burlington Arcade sales.
- Manage incoming seasonal stock and ensure deliveries are correctly recorded and allocated.
- Coordinate regular stocktakes and investigate any discrepancies.
- Work closely with the China warehouse to maintain accurate inventory reporting.
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International Deliveries & Logistics
- Manage and coordinate overseas stock deliveries to international partners and locations.
- Obtain and compare shipping quotes and arrange collections with freight and courier companies.
- Prepare and check shipping documentation, commercial invoices, packing lists and customs information.
- Liaise with warehouses, suppliers, freight forwarders and international partners to ensure deliveries are completed efficiently.
- Track shipments through to delivery and resolve any delays or customs issues.
- Coordinate stock movements between China, the UK and overseas locations.
- Support customs, duties and international shipping requirements.
- Maintain accurate records of shipments, costs and stock movements.
Customer Care
- Support the day-to-day management of customer care enquiries.
- Respond to customer queries relating to orders, deliveries, returns, exchanges and products.
- Liaise with the China warehouse and couriers to resolve delivery or fulfilment issues.
- Assist with returns, refunds and exchanges.
- Investigate customer complaints and product issues and help find appropriate resolutions.
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Reporting & Commercial Analysis
- Monitor stock cover and flag potential shortages or excess stock.
- Analyse returns and identify recurring product or sizing trends.
- Support seasonal buying and stock planning using historic sales data.
- Provide clear stock, sales and operational updates to management.
The Ideal Candidate
- Previous experience in e-commerce, operations, stock management or retail, ideally within fashion or footwear.
- Strong working knowledge of Shopify.
- Excellent Excel and data management skills.
- Experience managing stock across multiple locations.
- Experience coordinating international shipments and logistics would be advantageous.
- Strong understanding of e-commerce fulfilment, returns and customer service.
- Commercially minded and confident analysing sales and stock performance.
- Extremely organised with excellent attention to detail.
- A confident communicator, comfortable liaising with international warehouses, couriers, suppliers and customers.
- Able to manage multiple priorities and work independently.
- Proactive and confident identifying and resolving problems.
- An interest in fashion, footwear and luxury retail.
The Role
This is a key operational role within Mou, connecting our Shopify website, China warehouse, Burlington Arcade flagship store, international logistics and customer care.
The successful candidate will take ownership of the smooth day-to-day running of these areas, ensuring stock is accurate and in the right place, international deliveries are effectively managed, the website is kept up to date and Mou customers receive an excellent level of service.
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