Retail + Ecommerce Operations Manager

ABOUT THE BRAND

Realm is The New Standard of Air Care™ converging science, scent, and safety to bring clean, conscious air care and fragrance into every home without toxic chemicals, VOCs, or hormone disruptors. We're on a mission to transform every moment, life, and home with just an inhale and are rapidly growing our team to expand it's reach and redefine home fragrance. This is an exciting opportunity to join an early-stage, mission-driven company and directly shape how we connect with our community, customers, and retail partners.

OVERVIEW

We’re seeking a Retail Ecommerce Operations Manager to oversee day-to-day operations and logistics, and end-to-end management of DTC and ecommerce operations, supporting both retail and DTC growth. This cross-functional role blends hands-on execution with project management and operational coordination, making it ideal for someone who thrives on systems, processes, and thoughtful attention to detail.

You’ll be responsible for:

• Overseeing and optimizing all aspects of our operations
• Order fulfillment and inventory tracking
• Shopify maintenance
• Deploying email and SMS campaigns
• Supporting marketing initiatives such as influencer and press mailings
• Warehouse management
• Sales operations facilitation
• Troubleshooting
• Order processing

You’ll collaborate with in-house, agency, and remote teams to ensure a best-in-class customer experience that’s on brand and consistent across all touch points, while providing regular updates and operational insights to the Founder/CEO.

RESPONSIBILITIES

Order Fulfillment & Product Operations

• Serve as the point of contact between sales and marketing to ensure accurate processing and timely delivery of all orders and product shipments, including samples and promotional packages.
• Oversee the full order workflow from entry to delivery, tracking product movement and keeping all stakeholders informed.
• Manage the end-to-end order processing workflow, including retail partner portal management (Happier, Pop-up Grocer, Faire, etc.), order entry, fulfillment, and delivery.
• Track shipments and coordinate with carriers and logistics partners to manage modifications, cancellations, and returns, ensuring proper documentation and timely resolution.
• Coordinate shipping for marketing initiatives, including influencer and press samples, review seeding, and customer gifting programs.
• Collaborate with teams to forecast demand, monitor fulfillment trends, and proactively track inventory, flagging potential issues and implementing process improvements.
• Streamline the fulfillment and operational processes by identifying areas for automation and efficiency improvements.
• Maintain up-to-date inventory of marketing collateral (postcards, inserts, stickers, packaging materials).

Digital Marketing & Ecommerce Operations

• Upload, configure, QA, and deploy email and SMS campaigns (Klaviyo, Attentive) using provided creative assets.
• Maintain accurate product listings and inventory status in Shopify, updating availability and coordinating with operations to ensure the website reflects real-time stock levels.
• Partner with the marketing team to update the website, including homepage banners, featured collections, and promotional messaging aligned with current campaigns.
• Ensure integrations with marketing tools (Klaviyo, Attentive, Meta Pixel, Google Ads, TikTok Shop) remain synced, functional, and up to date.
• Verify promo codes, discounts, and site banners are active and operating correctly.
• Document standard operating procedures for recurring site, merchandising, and campaign updates.

DTC Troubleshooting & Customer Experience

• Serve as the primary point of contact for customer inquiries and operational issues across Gorgias, social comments/DMs, and email.
• Resolve DTC shipment-related issues quickly and effectively, ensuring a seamless customer experience.
• Proactively identify and troubleshoot customer experience issues, partnering with cross-functional teams as needed.

Inventory, Warehouse, & Logistics

• Partner with the warehouse manager and warehouse team to optimize inventory storage, space utilization, and picking/packing procedures.
• Implement and manage systems or tools for real-time visibility and tracking of inventory levels and product movement.
• Maintain accurate records of inventory levels and forecast demand to avoid shortages or excess stock.
• Conduct periodic vendor evaluations to assess performance, quality, and reliability.

Sourcing & Vendor Management

• Collaborate with suppliers to negotiate pricing, terms, and contracts for components, ensuring cost-effectiveness and quality.
• Manage day-to-day relationships with vendors, resolving issues or disputes as they arise.

Sales Operations Support

• Act as a liaison between the sales team and operations to ensure smooth collaboration and execution.
• Develop and nurture strong relationships with existing wholesale partners. Regular communication and engagement will ensure partners' needs are met, while joint promotional activities are planned to enhance our collaborative efforts.
• Encourage and guide our wholesale partners in effectively promoting and selling Realm's products. By providing marketing resources and facilitating co-marketing initiatives, you will facilitate mutual growth and success.

QUALIFICATIONS

• Bachelor’s degree in Business, Operations, Marketing, or a related field (Optional)
• 2–4 years of experience in ecommerce or DTC operations, ideally within a growing consumer brand or startup environment.
• Proven experience managing order fulfillment and warehouse coordination with an understanding of end-to-end operations.
• Skilled in Shopify, Klaviyo, Gorgias, and Google Workspace; familiarity with tools like Attentive, Canva, and shipping/logistics systems is a plus.
• Strong project management and organizational skills with the ability to manage multiple workflows and keep deliverables on track.
• Strong communicator, able to collaborate across in-house teams, external agencies, and remote partners.
• High attention to detail and process-driven mindset with a proactive approach to problem solving is a MUST
• Extremely comfortable in a fast-paced, growing brand environment where priorities shift and systems evolve.
• Can-do attitude, extremely strong bias for action
• Enthusiasm for health and wellness, thoughtful design, and purpose-driven brands.