DTC Operations Manager

Acne Studios is a progressive luxury house and through collaboration and curiosity, we set high aspirations and strive for excellence. We value everyone’s contribution and embrace feedback to develop ourselves and others. We aim to minimise our environmental impact across all our operations and to address societal challenges in the way we conduct our business.

We are seeking an experienced, proactive, and detail-oriented DTC Operations Manager to lead operations for Acne Studios' North America business, spanning Retail, Outlet, and Digital channels. This role is critical in setting the standard for operational excellence across all three channels - driving the implementation of tools, systems, and policies that improve process efficiency and maintain compliance across the region. Reporting to President of North America, you will work closely and cross-functionally with key stakeholders in the North America Commercial team, as well as the global Operations & Client Experience function at HQ in Stockholm.

Your role will be instrumental in delivering operational excellence and a seamless client experience across Retail, Outlet, and Digital in North America.

CULTURE OF COLLABORATION

We firmly believe that when you feel supported, included, and trusted, it enables you to enjoy your work and thrive in it. You will be a part of a team of colleagues with diverse roles and backgrounds, each with their unique skills and experiences.

WHAT YOU WILL DO

• Oversee daily operations across Retail and Outlet stores, ensuring timely and accurate handling of orders, inventory, packaging, and claims
• Serve as the North America lead for Teamwork CHQ, our POS and inventory management system - driving best-practice execution, troubleshooting, and training across store teams
• Partner closely with Retail and Outlet store teams to understand day-to-day operational challenges and represent those needs within the broader North America and Global framework
• Support new stores openings and pop-ups, ad-hoc operational projects and initiatives as needed
• Own end-to-end digital order operations, including order management, fulfillment accuracy, and timely resolution of digital order issues and escalations
• Lead omnichannel fulfillment execution across the region - including ship-from-store, buy-online-pickup-in-store (BOPIS), and returns-anywhere programs - ensuring seamless handoffs between digital and store inventory
• Manage the integration and data flow between Teamwork CHQ and the ecommerce/OMS platform, ensuring accurate real-time inventory visibility across channels
• Own digital operations KPIs, including order accuracy, fulfillment SLAs, delivery timelines, inventory accuracy across channels, and returns/exchange rates
• Partner with Client Services and Customer Care teams to ensure digital order issues, returns, and claims are resolved in line with the brand's service standards
• Collaborate with HQ's Digital, IT, and Business Development teams on platform updates, new tool rollouts, and process improvements affecting the North America digital business
• Monitor and report on digital operational performance, identifying root causes of recurring issues (stockouts, mis-shipments, fulfillment delays) and driving corrective action
• Lead and directly manage a team, supporting their development and ensuring coverage across Retail, Outlet, and Digital operations
• Oversee reporting, planning, and auditing for the North America DTC business
• Proactively identify and recommend improvements to operational efficiency across Retail, Outlet, and Digital, with a strong focus on systems, process, and compliance
• Develop and implement North America-specific SOPs in alignment with global operational standards set by HQ
• Lead regional projects and initiatives in partnership with North America Commercial leadership and HQ stakeholders
• Participate in the rollout and testing of new tools and platforms across the region, including any Teamwork CHQ updates or integrations

WHO YOU ARE

You have high aspirations and focus on details that create substantial impact. You enjoy working as a team and you embrace feedback to develop yourself and others. You are curious and thrive in a dynamic environment. Cooperation, respect, and clear communication are important, along with your ambition to learn and grow. If these qualities speak to you, we would love to have you on our team.

Specific personal qualities for this role:

• Strong analytical and problem-solving skills with close attention to detail; comfortable owning and reporting on operational KPIs (fulfillment SLAs, inventory accuracy, returns rate)
• Comfortable operating across Retail, Outlet, and Digital/ecommerce operations simultaneously
• Excellent communication skills in English (written and verbal); ability to collaborate effectively with global stakeholders across time zones (Stockholm HQ, other regional teams)
• High integrity, professionalism, and the ability to thrive in a fast-paced, multi-channel environment
• Hands-on and eager to step in on execution when needed

Specific experience and knowledge for this role:

• Bachelor's degree or higher in Business, Operations, or a related field
• 6-8 years of direct experience in retail, consumer goods, or luxury/fashion operations, ideally spanning both full-price retail and outlet channels, including people management experience
• Direct experience with omnichannel fulfillment models (ship-from-store, BOPIS, returns-anywhere) strongly preferred
• Experience with retail POS and inventory management systems required; familiarity with Teamwork CHQ specifically is a strong plus, along with experience integrating POS/inventory systems with an OMS or ecommerce platform
• Proven track record in process optimization, compliance, and people management - including direct experience managing or mentoring a team

The compensation range is $100,000 - 110,000, plus company benefits. Actual compensation will be based on experience, skill and internal alignment.

What matters most to us is not whether you master all the listed knowledge and skills. We are dedicated to recognising the potential in each individual. We embrace diversity of people as well as ideas and viewpoints and encourage everyone's individual expression of their own identity.

We may perform background checks for this position.