Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
Disclaimer: Hunt UK Visa Sponsors aggregates job listings from publicly available sources, such as search engines, to assist with your job hunting. We do not claim affiliation with Oner Active UK ltd. For the most up-to-date job details, please visit the official website by clicking "Apply Now."
Role: Order Management Lead (Customer Experience)
Reports into: Customer Experience Manager
Contract Type: Full Time, 7.5 hours per day, 37.5 hours per week
Location: Hybrid, working 3 days a week in our offices based in Old Street, London
About Us
Nothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress.
To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side.
These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.
Our Purpose and Mission
We are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life.
Our Benefits
25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
5% employer match salary sacrifice pension scheme
Generous Oner Active discount plus regular office sample sales
Free Evolve You subscription
Private Healthcare with Vitality including optical and dental
Monthly wellness allowance and team workout classes
Start-up culture - the chance to learn and make a real impact
Great employee events like our Summer party, Christmas party and team away days
Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
Dog friendly office
The Opportunity:
We are seeking a highly capable and motivated Order Management Lead to join our team in
an elevated role that combines Customer Experience (CX) and Order Management
responsibilities.
This position plays a key role in ensuring both exceptional customer interactions and smooth
operational order processing. You will support customers across Zowie, while also taking
ownership of backend order workflows, fraud checks, and fulfilment issue resolution.
This is an ideal role for someone detail-oriented, proactive, and confident, working across both
customer-facing communication and operational systems (Shopify/WMS).
Role Overview:
As a Customer Experience Lead, you will act as a first point of contact for customers while
also managing critical order lifecycle processes.
You will be responsible for resolving customer queries, improving response quality and speed,
and ensuring backend accuracy through order checks, fraud review, and fulfilment monitoring.
This dual responsibility ensures a seamless end-to-end experience for customers.
Key Responsibilities:
Act as the first point of contact for customer and community queries via Zowie, delivering
high-quality, on-brand support
Provide personalised responses within agreed SLAs, ensuring speed, accuracy, and
empathy
Manage enquiries across orders, deliveries, payments, returns, refunds, and product
information
Take end-to-end ownership of customer cases, ensuring timely and effective resolution
Operate across key systems, including Shopify and Authentica WMS, to manage
order-related issues
Monitor and action tagged orders, ensuring correct handling and prioritisation
Investigate and resolve flagged orders (e.g., fraud-filtered orders), working with internal
teams as needed
Manage oversold and out-of-stock orders, communicating proactively with customers
and delivering appropriate resolutions
Process manual refunds outside Shopify’s automated capability, ensuring accuracy and
clear customer communication
Collaborate with UK and Austrian finance teams to validate and complete refund
requests in line with controls
Escalate complex or high-risk issues to relevant teams (e.g., logistics, tech, finance) and
track through to resolution
Support community management and maintain brand reputation, especially during
high-impact incidents
Identify trends, recurring issues, and operational gaps to improve processes and the
customer journey
Maintain accurate system updates and documentation to ensure operational efficiency
and data integrity
You’ll need to have:
Proven experience in a customer-focused role within eCommerce
Experience working with Shopify, Zowie, or similar platforms
Strong understanding of order management processes and workflows
Ability to balance customer communication with operational tasks
Excellent attention to detail, particularly when handling orders and data
Proactive mindset with a problem-solving and “one-touch” resolution approach
Strong organisational skills with the ability to manage a fast-paced workload
Confident decision-making skills, particularly when handling fraud or order issues
Excellent written and verbal communication skills
Positive, adaptable, and team-oriented attitude
Equality, Diversity, and Inclusion
At Oner Active it’s about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive.
We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team — we’re here to support you every step of the way.