Operations + Customer Experience Manager

Duke + Dexter
16 Jan 2022
16 Feb 2022
Customer Service
Contract Type
Full Time

Role: Operations + Customer Experience Manager
Terms: Full Time
Location: Flexible Remote or D+D Studio, Hackney



The Role

The Operations + Customer Experience Manager is responsible for overseeing the global fulfilment and customer service for the brand. Working closely with the Head of Operations to ensure that the day-to-day operations run smoothly. Responsibilities include overseeing all order fulfilment, management of the WMS (Warehouse Management Software), processing of all returns and total management of customer service.

Key Responsibilities

International Fulfilment

  • Ensuring all global orders are dispatched in an accurate and timely manner
  • Managing all order exceptions and client order requests
  • Processing and managing influencer/PR gifted pairs

Warehouse Management Software

  • Monitoring and controlling stock accuracy across two WMS
  • Ensuring day-to-day accuracy across all 4 operational platforms
  • Performing monthly accounting reconciliations


  • Processing all customer return requests
  • Executing all refunds and exchanges
  • Creating returns reports providing insights into consumer behaviour

Customer Service

  • Working alongside the Head of Customer Service to handle all customer service requests from our clients
  • Answering all customer service requests, across all channels, in a timely manner and ensuring that all our clients experience the highest quality of service that is associated with DUKE + DEXTER
  • Creating customer service reports that will provide insight into consumer behaviour that can be used to inform decisions







  • Managing the D+D VIP customer experience, ensuring that all our most valued clients are treated to the most personal and outstanding levels of service


  • Experience in an operational/customer service role in an ecommerce business preferred but not essential
  • Ability to multi-task and must be well organised: attention to detail, high level of accuracy, ability to meet established deadlines, ability to work under pressure
  • Ability to collaborate and work in a fast-paced environment, adapting to rapid change
  • Problem solving skills
  • Experience with MS Excel
  • Impeccable organisation, time management and attention to detail

Contact: careers@dukeanddexter.com