Current Roles Available

Operations Manager

Solihull, West Midlands

Full time, Monday - Friday 9am-4pm at our Head Office

We are looking for an experienced operational manager to lead our customer services and operational team at our Head Office in Solihull.

Ideally with e commerce, Shopify, Xero and Excel experience you will be a dedicated, responsive, and pro active individual that is confident in decision making and managing a team with a clear understanding of the brands identity and mission.

Please keep in mind that as part of a small team there is an understanding that we all wear many hats and may need to master roles outside of our job description with a willingness to learn and adapt as the business evolves.

You Will Be Responsible For:

• The end to end operations of our business. Ensuring that our customers are kept at the centre of our focus and experience a seamless customer journey. Delivering a superior brand and shopping experience. From when an order is placed to received and all after care.
• Management of our operational and customer services staff members. To include the teams holidays, absences, appraisals, discipline and hiring. 
• All online orders are dealt with and dispatched in a timely manner.
• All logistics including ticketing/ labelling/ invoicing/ picking/ packaging/ dispatch and shipping (including tax and duty queries) will be your responsibility.
• Implementing new policies and strategies for increased sales and team performance.
• Keeping close relationship with our courier partners for the highest possible services. Reviewing costs frequently.
• Ensuring all customer service queries, via multiple platforms are dealt with in an appropriate and timely manner for the desired outcomes and quickest response times.
• Managing the team for a streamlined work flow. Putting the necessary systems into place where needed.
• Manage all wholesale accounts; terms, invoices, line sheets and orders as well as account relationships and growth of this side of the business.
• Manage the logistics of all gifting for press, PR and stylists. Sending, chasing, building relationships and keeping account of costing.
• Liaising with accounts on costings and invoices. Overseeing the cost implications from your department.
• Inventory management; stock counting and quality checking each style, organising and receiving in goods. Identifying any quality issues and acting fast.
• Placing restock orders.
• Constant feedback to founders.
• Feedback to manufacturers on quality and stock issues and incoming orders.
• Overseeing the customer services repairs process. Ensuring all repairs are dealt with in a timely and efficient manner.
• Ordering and organisation of all stationary, packaging, gift wrap and office supplies. Ensuring everything is topped up and will not run out.
• Liaising with our packaging manufacturers on any re orders or new order/ packaging solutions we need.
• Oversee all customer reviews and ensure they are replied to and dealt with in a timely manner.
• Ensuring the order returns process is streamlined and efficient. All returns are dealt with in a timely manner.
• oversee customer feedback and services for Facebook, whats app and other platforms as well as our email. 
• And much more! And the role is ever evolving with the brand growth.

Who You Are:

• Experienced leader from a retail background. Preferably a DTC online retail brand. 
• At least 3+ years experience in customer service.
• Uplifting and confident can do attitude with team building skills.
• Fantastic eye for detail.
• Excellent organisational and planning skills.
• Works well under pressure.
• Experience working with Shopify and Excel.
• Driven to build business.
• Trust and integrity are essential qualities.
• Solutions focused with a ‘can do’ attitude, never complacent and constantly looking for new and improved ways of doing things.
• Interest and enthusiasm for jewellery, gemstones and premium quality products.
• Confident to take the lead and make decisions.

Bonus Points For:

• Experience working with jewellery, gemstones or fashion retail.
• Previously worked on international sales growth.
• Skills in negotiation.

What We Offer:

• Competitive salary
• 28 days holiday per year
• Generous staff discount
• Christmas bonus and festive gift
• 9.00am - 4.00pm Monday to Friday

This is a fantastic opportunity to make a big impact within a growing brand.

 About Us:

Soru; meaning sisters in Sicilian, was founded by two half English-Sicilian sisters Francesca Kelly and Marianna Doyle in Solihull (West Midlands, UK) in 2013. Fuelled by their love of jewellery and desire to create luxe stand out pieces with high quality materials at attainable prices. We have been steadily growing and Soru has a built a loyal customer base and community.  We are excited for the future as we continue to drive the business forward. 

To apply for this position please email your CV and covering letter to Francesca Kelly at francesca@sorujewellery.com We will only respond to successful applicants who will be called in for the interview process.