Customer Experience

Job Description

DRAWN is looking for a sharp, organised, and people-loving Customer Experience & Operations Executive to join our growing team. This is a cross-functional role that touches every part of the customer journey—from first message to final delivery—and supports our design, marketing, and warehouse teams to keep things running smoothly behind the scenes.

If you’re someone who enjoys solving problems, staying on top of details, and thrives in a fast-paced fashion brand, we’d love to meet you.

What you’ll do:

Customer Experience:

• Be the voice of DRAWN across email, Instagram DMs, and WhatsApp

• Respond to customer queries with empathy, clarity, and promptness

• Manage order updates, size or fit questions, exchange and return requests

• Build meaningful relationships with our community through warm and thoughtful communication

Operations & Inventory Management:

• Oversee order processing and fulfillment through Shopify—from checkout to delivery

• Coordinate closely with our warehouse for timely dispatches, exchanges, and returns

• Monitor inventory levels, flag stock issues, and track product movement

• Manage and monitor quality control—coordinate rechecks or replacements if needed

• Communicate with courier and logistics partners to handle pickups, delays, or issues

Cross-Functional Team Support:

• Work with the marketing team to manage dispatch of influencer orders, PR kits, and campaign timelines

• Support the design team with sample tracking, shoot-day logistics, and vendor coordination

• Maintain internal trackers and ensure smooth communication between departments

• Flag any operational bottlenecks and recommend improvements

Who you are:

• 1–2 years of experience in customer service, operations, or e-commerce (fashion experience preferred)

• Hands-on experience with Shopify —must be comfortable navigating the backend for order processing and customer service

• Strong written and verbal communication skills

• Highly organised, process-driven, and great at multitasking

• Proactive, reliable, and willing to pitch in across teams

• A genuine interest in fashion, customer delight, and building seamless systems

Interested candidates can send across their CV and Cover Letter to