At a Glance
- Tasks: Lead customer interactions and manage order processes for a dynamic eCommerce brand.
- Company: Join Oner Active, a mission-driven company empowering women through strength training.
- Benefits: Enjoy 25 days leave, private healthcare, and a dog-friendly office culture.
- Other info: Be part of a supportive team that values diversity and personal growth.
- Why this job: Make a real impact while helping customers achieve their fitness goals.
- Qualifications: Experience in eCommerce and strong communication skills are essential.
The predicted salary is between 35000 - 45000 £ per year.
Role: Order Management Lead (Customer Experience)
Reports into: Customer Experience Manager
Contract Type: Full Time, 7.5 hours per day, 37.5 hours per week
Location: Hybrid, working 3 days a week in our offices based in Old Street, London
About Us
Nothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress.
To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side.
These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.
Our Purpose and Mission
We are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life.
Our Benefits
- 25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
- 5% employer match salary sacrifice pension scheme
- Generous Oner Active discount plus regular office sample sales
- Free Evolve You subscription
- Private Healthcare with Vitality including optical and dental
- Monthly wellness allowance and team workout classes
- Start-up culture - the chance to learn and make a real impact
- Great employee events like our Summer party, Christmas party and team away days
- Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
- Dog friendly office
The Opportunity
We are seeking a highly capable and motivated Order Management Lead to join our team in an elevated role that combines Customer Experience (CX) and Order Management responsibilities. This position plays a key role in ensuring both exceptional customer interactions and smooth operational order processing. You will support customers across Zowie, while also taking ownership of backend order workflows, fraud checks, and fulfilment issue resolution. This is an ideal role for someone detail-oriented, proactive, and confident, working across both customer-facing communication and operational systems (Shopify/WMS).
Role Overview
As a Customer Experience Lead, you will act as a first point of contact for customers while also managing critical order lifecycle processes. You will be responsible for resolving customer queries, improving response quality and speed, and ensuring backend accuracy through order checks, fraud review, and fulfilment monitoring. This dual responsibility ensures a seamless end-to-end experience for customers.
Key Responsibilities
- Act as the first point of contact for customer and community queries via Zowie, delivering high-quality, on-brand support, providing personalised responses within agreed SLAs, ensuring speed, accuracy, and empathy.
- Manage enquiries across orders, deliveries, payments, returns, refunds, and product information.
- Take end-to-end ownership of customer cases, ensuring timely and effective resolution.
- Operate across key systems, including Shopify and Authentica WMS, to manage order-related issues.
- Monitor and action tagged orders, ensuring correct handling and prioritisation.
- Investigate and resolve flagged orders (e.g. fraud-filtered orders), working with internal teams as needed.
- Manage oversold and out-of-stock orders, communicating proactively with customers and delivering appropriate resolutions.
- Process manual refunds outside Shopify's automated capability, ensuring accuracy and clear customer communication.
- Collaborate with UK and Austrian finance teams to validate and complete refund requests in line with controls.
- Escalate complex or high-risk issues to relevant teams (e.g. logistics, tech, finance) and track through to resolution.
- Support community management and maintain brand reputation, especially during high-impact incidents.
- Identify trends, recurring issues, and operational gaps to improve processes and the customer journey.
- Maintain accurate system updates and documentation to ensure operational efficiency and data integrity.
You’ll need to have
- Proven experience in a customer-focused role within eCommerce
- Experience working with Shopify, Zowie, or similar platforms
- Strong understanding of order management processes and workflows
- Ability to balance customer communication with operational tasks
- Excellent attention to detail, particularly when handling orders and data
- Proactive mindset with a problem-solving and "one-touch" resolution approach
- Strong organisational skills with the ability to manage a fast-paced workload
- Confident decision-making skills, particularly when handling fraud or order issues
- Excellent written and verbal communication skills
- Positive, adaptable, and team-oriented attitude
Equality, Diversity, and Inclusion
At Oner Active it's about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive. We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team - we're here to support you every step of the way.
Hybrid Customer Experience & Order Management Lead in London employer: Oner Active
At Oner Active, we pride ourselves on being an exceptional employer that champions the empowerment of women through strength training. Our vibrant hybrid work culture in Old Street, London, fosters innovation and collaboration, while our comprehensive benefits package—including generous leave, private healthcare, and wellness allowances—ensures our team members thrive both personally and professionally. Join us to make a meaningful impact in a supportive environment where your growth is a priority and every voice is valued.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Customer Experience & Order Management Lead in London
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, website, and any recent news. This will help you tailor your responses and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your answers to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing your experience in customer service and order management.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions for your interviewer. This shows that you’re engaged and serious about the role. Ask about team dynamics, challenges they face, or how success is measured in the position.
✨Tip Number 4
Follow up after your interview with a thank-you email. Mention something specific from your conversation to remind them of your chat. It’s a great way to reinforce your interest and keep you top of mind!
We think you need these skills to ace Hybrid Customer Experience & Order Management Lead in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your passion for customer experience and strength training shine through. We want to see how you connect with our mission of empowering women through fitness!
Tailor Your Experience:Make sure to highlight your relevant experience in eCommerce and order management. We love seeing how your skills align with the role, so don’t hold back on those details that make you a perfect fit!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications and experiences. Remember, clarity is key!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Oner Active!
How to prepare for a job interview at Oner Active
✨Know Your Customer Experience
Make sure you understand the core principles of customer experience, especially in eCommerce. Familiarise yourself with how Oner Active prioritises customer interactions and think about how you can contribute to enhancing that experience.
✨Master the Tech Stack
Get comfortable with Shopify and any other relevant platforms mentioned in the job description. If you can, explore their functionalities beforehand so you can speak confidently about your experience and how you can leverage these tools in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. Highlight your proactive mindset and how you approach challenges, as this aligns perfectly with the role's requirements.
✨Emphasise Team Collaboration
Since this role involves working closely with various teams, be ready to discuss how you’ve collaborated in the past. Share specific instances where teamwork led to successful outcomes, demonstrating your adaptability and positive attitude.
