Customer Service & E-Commerce Manager — Fashion Brand

About the Role

We're a Lahore-based fashion brand looking for a sharp, organized, and customer-focused individual to manage our Shopify store and handle all customer service operations. This is a dual role — you'll own the day-to-day running of our online store while making sure every customer interaction is handled professionally and promptly.

If you have e-commerce experience, understand the Pakistani fashion customer, and know how to keep a Shopify store running smoothly — we want to meet you.

What You'll Do

• E-Commerce
• Manage and maintain the Shopify store — product listings, descriptions, pricing, inventory, and collections
• Coordinate with the design and content team to ensure product images and copy are updated and on-brand
• Process and track orders, manage fulfilment coordination, and handle returns and exchanges
• Monitor store performance — traffic, conversion rate, average order value — and flag issues or opportunities
• Run and manage discount codes, promotions, and seasonal campaigns on Shopify
• Coordinate with logistics and courier partners to ensure timely delivery
• Keep the store organized, accurate, and up to date at all times
• Customer Service
• Handle all customer inquiries across WhatsApp, Instagram DMs, email, and the website
• Resolve order issues, complaints, delays, and return requests professionally and efficiently
• Follow up on pending orders and keep customers informed at every step
• Maintain a friendly, on-brand tone in all customer communications
• Track recurring complaints or issues and escalate to management with recommendations.

What We're Looking For

• 1–2 years of experience managing a Shopify store or working in e-commerce operations
• Strong customer service skills — written and verbal
• Comfortable handling high volumes of customer messages across multiple platforms
• Organized, detail-oriented, and able to manage multiple tasks without dropping the ball
• Familiarity with Shopify admin, order management, and basic store settings
• Good written English and Urdu communication skills
• Understanding of the Pakistani fashion market and online shopping behavior

Nice to Have

• Experience with Meta Ads or boosting posts for a fashion brand
• Familiarity with tools like Canva for basic content updates
• Prior experience at a fashion, lifestyle, or retail brand

Work Setup

Location: DHA Lahore — on-site

Hours: 10:00 AM – 7:00 PM

Days: Monday to Saturday

What We Offer

• Competitive salary based on experience
• Performance-based bonuses
• Paid leave
• A creative, fast-paced work environment in the heart of DHA Lahore

Work Location: In person