Operations & Customer Experience Manager - Dubai (Full-time)

NÓRA is a Dubai-based luxury modest fashion label founded by four sisters in 2020. We design timeless, versatile pieces crafted from natural and sustainable fabrics - available direct-to-consumer through our e-commerce store and through wholesale partners including Ounass and Galeries Lafayette. We're a small, ambitious team scaling fast and we need a sharp, independent operations leader to own the backbone of our business.

Role Description

This is a hands-on, multi-faceted role for someone who thrives in a fast-paced environment and doesn't need hand-holding. You'll split your time between our warehouse and D3 showroom, taking full ownership of operations, fulfillment, customer experience, and wholesale coordination. We're looking for someone who is solution-oriented, thinks on their feet, works efficiently, and isn't afraid to think outside the box. You should be the kind of person who spots a problem, fixes it, and then builds a system so it doesn't happen again.

What You'll Own Warehouse & Fulfillment

• Oversee end-to-end order fulfillment for DTC and wholesale channels
• Manage packing quality control - correct items, sizes, branded packaging, and shipping labels
• Maintain accurate real-time inventory across all locations and conduct regular stock audits
• Ensure all SOPs are followed, manage the team, and proactively suggest operational improvements
• Receive and audit all incoming inventory from overseas suppliers - verify quantities, styles, sizes, and quality against purchase orders
• Report any missing, damaged, or incorrect items to our manufacturing partners with detailed documentation
• Perform label scanning and barcode verification for all incoming stock
• Add new inventory to Shopify accurately (SKU creation, variant setup, stock quantities)

Customer Service & Satisfaction

• Ensure all customer inquiries across email and social channels are responded to promptly and professionally
• Handle exchanges, returns, and delivery issues with a solution-first approach
• Deliver a premium client experience across all touchpoints - including in-person at the showroom when needed
• Monitor customer satisfaction metrics and improve response times across all channels

Wholesale Operations

• Act as the main point of contact for wholesale partners on all operational matters
• Manage replenishment requests - coordinate stock availability, confirm timelines, and ensure timely delivery
• Prepare and dispatch wholesale orders per each retailer's specific requirements
• Track consignment inventory and ensure timely reconciliation
• Build and maintain operational dashboards (inventory tracking, order accuracy, dispatch KPIs, shipment audit logs)
• Generate weekly and monthly operations reports for management
• Continuously evaluate operations and bring ideas to the table - we expect you to challenge the status quo

Qualifications

• 5+ years in operations, warehouse management, or fulfillment within e-commerce, fashion, or retail
• Background in luxury or premium fashion brands is preferred
• Proven e-commerce operations experience - you understand the full order lifecycle from click to delivery
• Experience managing teams and holding people accountable to SOPs and performance standards
• Familiarity with wholesale operations and retail partner requirements
• Strong proficiency in Excel/Google Sheets (pivot tables, building trackers from scratch)
• Hands-on experience with Shopify (order management, inventory, POS) and Notion
• Experience with barcode scanning, inventory management systems, and stock in procedures
• Arabic language proficiency (spoken and written) - essential
• Strong English communication skills (written and verbal)
• Independent, solution oriented, and efficient - you don't wait to be told what to do
• Comfortable in a customer facing role with a premium retail mindset
• Based in Dubai or willing to relocate (we sponsor the employment visa)
• Experience in a startup or founder led environment where wearing multiple hats is the norm

How to Apply

Please submit your CV and a brief cover letter directly through LinkedIn explaining why this role is the right fit for you. Applications without a cover letter will not be considered.

We're looking for doers, not talkers. Show us what you've built, fixed, or improved - not just where you've worked.