At a Glance
- Tasks: Lead customer interactions and manage order processes for a seamless experience.
- Company: Join Oner Active, a brand empowering women through strength training.
- Benefits: Enjoy 25 days leave, private healthcare, and a dog-friendly office.
- Other info: Dynamic team events and a focus on diversity and inclusion.
- Why this job: Make a real impact in a start-up culture while supporting women's fitness journeys.
- 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.
Oner Active Order Management Lead (Customer Experience) employer: Oner Active
Oner Active is an exceptional employer that champions a vibrant and inclusive work culture, where every team member is empowered to make a meaningful impact. With generous benefits such as 25 days of annual leave, private healthcare, and a supportive environment for personal growth, employees thrive in a dynamic setting that values innovation and teamwork. Located in the heart of Old Street, London, our hybrid work model allows for flexibility while fostering collaboration and community through engaging events and wellness initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Oner Active Order Management Lead (Customer Experience)
✨Tip Number 1
Get to know the company inside out! Research Oner Active's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about examples from your past experiences that showcase your problem-solving skills and customer focus. Practice makes perfect, so run through them with a friend or in front of the mirror.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Order Management Lead position.
We think you need these skills to ace Oner Active Order Management Lead (Customer Experience)
Some tips for your application 🫡
Show Your Passion:When 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’re looking for someone who understands the ins and outs of platforms like Shopify, so don’t hold back on those details!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that demonstrate your attention to detail—especially when it comes to handling orders and data.
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 Stuff
Before the interview, make sure you’re familiar with Oner Active’s mission and values. Understand their approach to customer experience and order management. This will help you align your answers with what they’re looking for and show that you’re genuinely interested in the role.
✨Showcase Your Experience
Be ready to discuss your previous roles in customer-focused environments, especially in eCommerce. Prepare specific examples of how you've handled customer queries, resolved issues, or improved processes. This will demonstrate your capability and fit for the Order Management Lead position.
✨Demonstrate Problem-Solving Skills
Since the role involves managing order-related issues, think of scenarios where you’ve successfully navigated challenges. Highlight your proactive mindset and 'one-touch' resolution approach. This will illustrate your ability to handle the fast-paced nature of the job.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, company culture, and how success is measured in the role. This not only shows your interest but also helps you gauge if Oner Active is the right fit for you. Plus, it’s a great way to engage with your interviewers!
