Operations Manager (Mango Maison)

Founded in 2020, UJUU is an eCommerce platform and brand development studio. We endeavor to connect a global audience of underserved and underrepresented consumers to a diverse community and collection of carefully curated and vetted emerging designers and brands. We achieve this by offering elegant brand development services and eCommerce solutions across our family of brands.

Our vision is to create a best-in-class and forward-thinking shopping experience for our global community of black and brown across the African diaspora. We're just getting started, but we're already off to a promising start with the launch of our three portfolio brands: souk + Sepia, simisienna and Mango Maison. With each subsequent brand offering we strive to better serve and meet the unfulfilled needs of our expansive audience. 

Mango Maison is looking for an Operations Manager to manage operations and vendor partnerships in support of long term, profitable growth of the marketplace business through strategic e-commerce initiatives. Reporting to the Brand President, you will use your experience in e-commerce operations to partner with a huge variety of multi-category designers and vendors to ensure a best-in-class shopping experience for our customers. You will have the opportunity to collaborate with some of the most passionate and creative team members in the entire industry. 

What you’ll do

• Oversee day-to-day functionality and operations of the website, ensuring white-glove luxury shopping experience for every customer

• Manage on-site merchandise and execute inventory management workflows, ensuring assortment daily freshness and product health by removing unavailable products and communicating opportunities to editorial and e-commerce teams

• Develop and implement monthly reporting on product availability and opportunities for category and brand growth

• Support e-commerce and customer service teams by ensuring conversion capture with product swaps or styling recommendations

• Grow and support VIP customer segment with customer-facing communications and vendor-facing fulfillment management

• Own vendor partnership relationships, working with cross-functional teams to identify quarterly merchandising and content priorities

• Maintain comprehensive understanding of vendor policies to coordinate with cross-functional teams, keeping website and customer expectations aligned with shopping, delivery, and returns experiences

• Prepare and communicate quarterly vendor operational reviews to continuously optimize and improve vendor performance while growing vendor business on-site

• Partner with editorial and e-commerce teams to identify, conduct outreach, and onboard new vendors in regional markets

• Identify opportunities for cost and process savings and continuously optimize based on business goals

• Actively monitor daily data flow between front-end, order management, vendor and financial systems, working with cross-team partners to resolve any discrepancies and issues

• Report on order fulfillment KPIs continuously, translating into executable actions for e-commerce team and vendors accordingly. These include status and timing reports on fulfillment, returns, cancellations by vendor

• Present and deliver commerce KPIs to internal stakeholders and external vendor partners on a weekly and monthly cadence

You’ll sweep us off our feet if:

• You are passionate about our community and excited to roll our unique, high quality fashion pieces that will align with trends and create them. 

• You understand how customers shop online and use strategic thinking and innovation to create a seamless and fresh site experience for our customers.

• You’re a visionary constantly looking for ways to set us apart from the competition, driving new and enhanced functionality to make the shopping experience easy and convenient.

• You use data and insights to make informed and impactful decisions and you have the acumen to translate complex data into actions and improvements.

• You have an incredible focus on operational excellence and getting the fundamentals right and can identify opportunities for efficiency and improvement.

• You build trust quickly and can lead by influence , creating impact through partnership as well as ownership.

• You believe in and prioritize the collective success of the team and are quick to jump in, help, mentor, and coach your fellow team members.

You’ll make an impact by:

• Creating an exemplary site experience for your division – You’ll help drive the holistic site strategy and operational performance for your division and play a key role in enhancing the customer journey on our site to win customers’ hearts and minds. Using market and customer data, you’ll enable a seamless and optimized experience, helping to manage the product roadmap and tooling needs, reporting and KPIs, A/B testing, taxonomy, search, SEO, and more.

• Structuring complex and ambiguous strategic problems – You’ll continuously analyze our eCommerce business and develop and implement site strategies to improve the end-to-end customer journey, driving innovation and growth for your Division. You’ll develop hypotheses and execute in-depth analyses, translating data into actionable insights and recommendations.

• Monitoring site health and performance through analytics and key metrics – You’ll help conduct internal business reviews and support the development of site metrics and dashboards to monitor site health and influence the overall direction for the site. You’ll also identify and escalate key site issues, and conduct root cause analyses to recommend and implement fixes.

• Operating with excellence – You’ll land the fundamentals and create and help scale best-in-class efficient workflows, processes and timelines, embedding operational excellence into everything you do.

• Becoming an invaluable strategic partner to internal stakeholders – You’ll advise on and partner with various internal teams to improve processes, identify opportunities, and scale best practice and governance, driving continual assessment and improvement of the site’s strategic direction and execution.