Customer Experience

DRAWN is looking for a sharp, organised, and people-lovingCustomer Experience & Operations Executiveto join our growing team. This is a cross-functional role that touches every part of the customer journey—from first message to final delivery—and supports our design, marketing, and warehouse teams to keep things running smoothly behind the scenes.If you’re someone who enjoys solving problems, staying on top of details, and thrives in a fast-paced fashion brand, we’d love to meet you.What you’ll do: Customer Experience Be the voice ofDRAWNacrossemail, Instagram DMs, WhatsApp, and calls— ensuring every customer interaction feels personal and thoughtful. Providecomplete resolutionfor all customer concerns, including order updates, size and fit queries, exchanges, returns, or delivery issues. Maintain a quick and empathetic response rate across all channels. Track customer tickets to ensure timely follow-ups and closure. Build meaningful relationships with our community through warm, human communication that reflects the brand’s tone and values. Pop-Ups & On-Ground Sales RepresentDRAWNat brand pop-ups and offline events as the face of the brand. Overseesetup, merchandising, sales, and customer serviceduring pop-ups and ensure a seamless on-ground experience. Coordinate with the warehouse and operations teams for stock movement, packaging, and replenishment during events. Manage daily sales reports, inventory updates, and customer interactions during pop-ups. Operations & Inventory Management Overseeorder processing and fulfillmentthrough Shopify — from checkout to final delivery. Coordinate closely with the warehouse for timely dispatches, exchanges, and returns. Monitor inventory levels, flag stock issues, and track product movement across styles and SKUs. Manage and monitorquality control , including coordinating rechecks, replacements, and ensuring high standards before dispatch. Liaise withcourier and logistics partnersto manage pickups, delays, and delivery exceptions. Track order status updates and ensure internal logs and customer notifications are accurate. Third-Party Vendor & Platform Coordination Liaise withthird-party vendors , manufacturers, and partners for deliveries, invoicing, and payments. Coordinate withmulti-retail platformsfor uploading line sheets, updating inventory, managing orders, and overseeing order reconciliations. Maintain communication with vendor teams to ensure timely order dispatch, stock sync, and accurate listings across all channels. Manage internal trackers for vendor orders, payment status, and pending documentation. Cross-Functional Support Work with the marketing team to coordinatedispatch of influencer orders, PR kits, and campaign timelines. Support the design and production teams withsample tracking, shoot-day logistics, and vendor coordination. Maintain and updateoperational trackers , ensuring smooth communication between departments. Flag bottlenecks across operations and proactively recommend improvements for efficiency.Who you are: • 2–3 years of experience in customer service, operations, or e-commerce (fashion experience preferred) • Hands-on experience withShopify —must be comfortable navigating the backend for order processing and customer service • Strong written and verbal communication skills • Highly organised, process-driven, and great at multitasking • Proactive, reliable, and willing to pitch in across teams • A genuine interest in fashion, customer delight, and building seamless systemsInterested candidates can send across their CV and Cover Letter to careers@shopdrawn.com