Job Description

About Naked Apparel

nkdapparel is a dynamic and fast-growing clothing brand committed to high-quality design, sustainable practices, and exceptional customer experience. Our Operations Manager will be the driving force behind our day-to-day business efficiency. This pivotal role will focus on ensuring all operational functions, with a special emphasis on Customer Services, run seamlessly to support our continued growth and maintain our brand reputation.

Position Summary

The Operations Manager is responsible for the overall management, efficiency, and quality of Naked Apparel's core operational functions, primarily focusing on Operations Teams (including warehouse/logistics oversight) and the Customer Service department. This role requires strong leadership, a strategic mindset, and a hands-on approach to process improvement, staff development, and quality assurance through internal audits.

Key Responsibilities

Team Leadership & Management

Supervision and Training: Lead, manage, coach, and motivate the entire Operations team, including Customer Service representatives and back-of-house staff (e.g., warehouse, logistics support). Performance Management: Set clear KPIs and performance standards for all team members, conducting regular reviews, providing constructive feedback, and implementing professional development plans. Culture: Foster a positive, collaborative, and results-driven culture focused on operational excellence and superior customer service.
Customer Service Operations

Service Excellence: Oversee all Customer Service operations to ensure prompt, professional, and effective resolution of customer inquiries, complaints, and requests across all channels (email, phone, social media). Process Optimisation: Develop, implement, and maintain Standard Operating Procedures (SOPs) for the Customer Service team to maximise efficiency, minimise resolution time, and enhance the overall customer experience.
Auditing & Quality Assurance

Audit Programs: Design, schedule, and execute a comprehensive program of internal audits and spot checks across all operational touchpoints. Fulfilment Accuracy: Conduct random sampling and audits of picked, packed, and shipped orders to maintain a high level of accuracy (e.g., product, size, and quantity), identifying and resolving root causes of fulfilment errors. Inventory Integrity: Lead cyclical inventory counts and reconciliation audits, ensuring the physical stock matches the system records to minimise shrinkage and out-of-stock discrepancies. Service Quality Review: Implement and manage a quality assurance framework for Customer Service interactions, including scoring metrics for response time, tone, compliance, and First Call Resolution (FCR) rate. Compliance & Safety: Ensure adherence to all relevant health and safety standards in the warehouse and logistics areas. Review processes for compliance with data protection (e.g., customer data handling). Action Planning: Analyse audit findings, generate detailed reports on defects/non-compliance, and develop and track corrective and preventative action plans (CAPA) with relevant team leaders.
Management Reporting & Strategy

Monthly Management Report: Be directly responsible for the preparation, analysis, and presentation of the Monthly Management Report package. Performance Metrics: Consolidate and analyse key operational data, including fulfilment lead times, inventory accuracy, customer complaint volume, resolution time, and returns/exchange rates. Board-Ready Insights: Distil complex operational performance into clear, actionable insights and executive summaries for use in Board Meetings and by Senior Management. Forecasting & Budgeting: Contribute operational forecasts and budgetary needs based on performance trends, identified inefficiencies, and planned improvement initiatives.
Process & Efficiency Improvement

System Enhancement: Analyse current workflows, systems, and procedures (e.g., ERP, CRM, Shopify, logistics software) and drive continuous improvement initiatives to increase productivity. Cross-Functional Collaboration: Work closely with other departments to ensure seamless cross-functional processes.
Financial Administration (Purchase Ledger Support)

Invoice Processing: Ensure all vendor invoices relating to operational costs (e.g., freight, packaging, utilities) are properly coded, authorised, and entered into the revolut system promptly. Expense Verification: Reconcile invoices against orders and receiving records, investigating and resolving discrepancies with vendors and internal teams. Payment Preparation: Assist in preparing weekly/monthly payment runs for operational suppliers, ensuring compliance with payment terms to maintain strong vendor relations.
Product & Design Assistance

Design Process Support: Assist the Creative and Production teams during the design process where required, focusing primarily on the operational and logistical feasibility of new products. Sampling & QA: Coordinate the flow of design samples, track their delivery, and facilitate initial operational quality checks before mass production commences. Product Data Management: Ensure new product descriptions, and packaging requirements are accurately documented and communicated to the logistics and e-commerce teams prior to launch.

Skills and Competencies

Core Competencies

Leadership & Coaching: Proven ability to inspire, manage, and mentor diverse teams to achieve high performance and professional growth. Strategic Thinking: Ability to identify long-term operational needs and align daily activities with the brand's strategic growth objectives. Process Improvement: Proficient in using methodologies (e.g., Lean, Six Sigma) to identify bottlenecks, streamline workflows, and drive measurable efficiency gains. Data Analysis: Expert capability in using data and metrics to diagnose operational issues, forecast needs, and justify resource allocation.
Technical Skills

Systems Proficiency: Advanced working knowledge of Enterprise Resource Planning (ERP) systems, Warehouse Management Systems (WMS), and Customer Relationship Management (CRM) software. Reporting Tools: Highly skilled in using spreadsheet software (Microsoft Excel/Google Sheets) for complex data manipulation, pivot tables, and visual reporting. Compliance: Solid understanding of e-commerce logistics, domestic/international shipping regulations, and consumer protection laws (e.g., data privacy, returns policy). Risk Management: Ability to identify operational risks (e.g., supply chain disruption, system failure) and develop robust mitigation plans.
Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

Company pension Employee discount Free parking On-site parking
Work Location: In person