Senior Operations Coordinator

The Role

We are looking for a highly organised, commercially aware Senior Operations Coordinator to take ownership of our in-office warehouse, product logistics, and operational customer experience.

This is not just a warehouse role, and it is not just a customer service role. It is the bridge between product, systems, and people.

You will sit at the centre of our physical and operational ecosystem. From DTC fulfilment to reverse logistics, production coordination to wholesale dispatch, and customer order queries to delivery issues, you will ensure that product moves efficiently and customers feel supported, informed, and confident.

You will protect margin through precision.

You will protect brand reputation through clarity and care.

Oversee day-to-day running of our in-house warehouse.

Maintain accurate stock levels across DTC, wholesale, press, and samples.

Implement and refine inventory systems to minimise discrepancies and shrinkage.

Ensure the space is orderly, secure, and operationally efficient at all times.

Manage order fulfilment from pick and pack through to shipment.

Ensure shipping accuracy, presentation quality, and timely dispatch.

Monitor courier performance and proactively resolve delivery issues.

Work closely with customers where necessary to provide clear delivery updates.

Manage returns, exchanges, repairs, and quality checks.

Ensure returned stock is assessed, reconditioned where possible, and accurately reintegrated into inventory.

Identify patterns in returns to inform product and quality improvements.

Coordinate inbound deliveries from manufacturers and workshops.

Track production timelines and manage intake processes.

Conduct quality control checks before stock enters sellable inventory.

Ensure production paperwork and cost tracking align with finance systems.

Prepare and dispatch wholesale orders globally.

Manage export documentation, customs paperwork, and compliance requirements.

Coordinate with retail partners to ensure smooth intake and timely delivery.

Track and report wholesale stock movements clearly.

Act as the first point of contact for customer queries relating to orders, shipping, returns, repairs, and product availability.

Respond promptly and professionally to emails and operational enquiries.

Resolve delivery issues, lost parcels, and returns complications with calm and clarity.

Maintain a high standard of written communication that reflects our luxury positioning.

Escalate sensitive issues appropriately while taking ownership of solutions.

Identify recurring customer friction points and feed insights back into operations and product teams.

Maintain clean and accurate data within Shopify, inventory systems, and internal trackers.

Develop clear SOPs that allow operations to scale without chaos.

Continuously improve efficiency, accuracy, and margin protection.

Work closely with finance to ensure stock reconciliation and reporting integrity.

• 3 to 5 years experience in operations, logistics, supply chain, or customer care within fashion, jewellery, or premium DTC brands
• Highly detail oriented and process driven
• Strong written communication skills with a calm and professional tone
• Comfortable handling both physical stock and customer communication
• Commercially aware and understand how operational errors impact margin and reputation
• Calm under pressure and able to problem solve quickly
• Proactive, accountable, and motivated by building systems that work
• Interested in sustainability, responsible sourcing, and thoughtful production

• You will sit at the operational heart of a fast-scaling fine jewellery brand
• You will directly shape how customers experience the brand after purchase
• You will help build the systems that allow us to grow internationally without losing control
• As we scale, the operational infrastructure and service standards you help build will scale with us