Oner Active

Customer Support

• 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

Order Management Lead – Customer Experience

Designer

• Design Development & Support: Assisting mood boards, sketches, CAD drawings, and technical packs
• Assisting across entire collection development; contributing ideas and concepts for seasonal collections including but not limited to general research, colour palettes, themes, and product direction across both performance and lifestyle categories.
• Researching fabrics, trims, colours, and construction techniques to bring new ideas to the table, with the guidance of a senior designer
• Select fabrics and components that are suitable for product collections and relevant for market with the guidance of a senior designer
• Create design presentations and support the preparation of product presentations and reviews.
• Trend Research & Insights: Research and identify trends in fashion, fitness, and culture to inform design decisions and inspire innovative product solutions, with the guidance of a senior designer
• Support comp shopping, trade fair visits, and market analysis. Gathering inspiration to support the creative vision of upcoming collections.
• Create compelling trend research and act as the design voice when working with Buying, Merchandising, and Commercial leadership.
• Anticipate the needs of the Oner Active customer to deliver product ranges that reflect customer demand
• Product Development & Collaboration: Assisting and ownership in the creation of technical specifications including Tech Packs and Bill of Materials (BOM’s) requiring knowledge of relevant fabrics and compositions, trim details, construction methods and design details, with the guidance of a senior designer
• Participating in garment fittings, taking notes and assisting with any necessary adjustments to ensure all garments meet high quality design and fit expectations, with the guidance of a senior designer
• Cross collaboration - working closely with design, garment tech and sourcing to ensure accurate execution of product across all collections.
• Continuous learning and development to stay abreast of industry developments and emerging technologies across lifestyle and performance sportswear design, with the guidance of a senior designer
• Maintain organised records of all design work, including overviews and accurately updated design files and technical packs.
• Maintain archiving and filing of key design attributes including trim samples, graphic ideas and strike offs, and branding approvals.
• Collaboration with buying on lab dips and the actioning of all strike offs including graphics, trims, branding and design trials, with the guidance of a senior designer.

Design Assistant

Social Media Manager

• Define and own the long-term social media strategy across all platforms.
• Establish clear platform roles, growth priorities and audience objectives.
• Build quarterly plans aligned to brand and commercial goals.
• Identify emerging platforms and expansion opportunities.
• Ensure social strategy evolves in response to cultural shifts and platform developments.
• Help shape how Oner shows up culturally across social platforms.
• Translate brand strategy into compelling social narratives and ongoing storytelling.
• Identify opportunities to lead conversations within women’s strength training and performance culture.
• Work closely with Brand and Creative teams to build social-first brand moments and community-led storytelling.
• Own social performance measurement across growth, engagement and commercial contribution.
• Work closely with the Social Media Analyst to translate data into actionable strategic decisions.
• Identify which formats, campaigns and drops drive measurable revenue impact.
• Develop structured reporting frameworks for Directors, highlighting performance trends and growth opportunities.
• Set and own KPIs for follower growth, engagement rate, and audience health.
• Partner closely with marketing channels to align organic and paid amplification strategies.
• Work in close partnership with the Head of Creative to ensure strategy and creative execution remain aligned.
• Establish clear frameworks for social governance, escalation and decision-making.

Order Management Lead – Customer Experience

Design Assistant

Head of Social Media