Online Store Manager

ONLINE STORE MANAGER

Schedule: Tuesday – Saturday (long-term, minimum 2 years)

ABOUT THE ROLE

We’re looking for an experienced and driven Online Store Manager with a strong background in retail e-commerce and team leadership. This role requires excellent attention to detail, problem-solving ability, and confidence managing both people and processes in a fast-paced environment.

You’ll be highly organised, proactive, and comfortable taking ownership of the online store while supporting and guiding the wider team. A positive attitude, clear communication, and the ability to lead by example are essential.

• Long-term commitment (minimum 2 years)
• Available Tuesday–Saturday
• Occasional full weekend work (rare)
• Available over Christmas/New Year period
• Available on public holidays

• Strong leadership and team support skills
• Excellent organisation and attention to detail
• Clear and professional communication
• Proactive, solution-focused mindset
• Confident decision-making under pressure
• Efficient, adaptable, and self-motivated

• Minimum 3 years’ experience in retail e-commerce, dispatch, and customer service (homewares/fashion)
• Experience managing or supporting a team
• Strong experience with Shopify, Lightspeed POS, and Go Sweet Spot
• Confident using Apple OS, web-based systems, and Microsoft Office
• Strong understanding of online retail workflows and systems

KEY RESPONSIBILITIES

• Oversee daily online store operations including order processing, dispatch, and customer communication
• Ensure accuracy, efficiency, and up-to-date product and store information
• Monitor performance and identify improvements
• Manage courier issues and claims with providers
• Maintain shipping profiles (weights, dimensions, new products)
• Update online guides and internal checklists

• Lead online team operations in absence of Operations Manager
• Support, train, and guide online associates
• Provide ongoing feedback and performance support
• Coordinate daily workflow (writing, picking, wrapping, packing, dispatch)
• Assist with onboarding and training new staff

• Manage customer communication across all channels (email, phone, Shopify, social media)
• Handle returns, exchanges, and fault claims
• Resolve complex customer issues and liaise with suppliers when required

• Manage dispatch and office supply inventory
• Support stock accuracy and back-of-house organisation
• Assist with general operational improvements

• Monitor recurring issues and team performance
• Share insights and recommendations with the Operations Manager

• Customer engagement and sales support
• POS transactions (Lightspeed)
• Store presentation, cleaning, and upkeep
• Visual merchandising support
• Product knowledge and gifting support
• Gift wrapping
• Stock replenishment and receiving goods
• Stockroom organisation and general cleaning duties

APPLY

If this sounds like you, please email your CV and cover letter to Demi at ops@paperplanestore.com.

Tell us why you want to join Paper Plane, why you’re a great fit for this role, and your availability or scheduling considerations.

We look forward to hearing from you!