Wholesale Customer Operations Manager

Born two decades ago from the needs of hardy British surfers, Finisterre creates enduring outdoor wear for an inspired life in and around the ocean. Proudly B Corp certified, we have committed to a deep belief: to make truly exceptional products in a more responsible and transparent way. Whether based at our cliff top headquarters in St. Agnes, Cornwall, or in one of our retail locations across the UK, Finisterre is a truly unique brand and career proposition.

Perched a few hundred meters from the crashing Atlantic, our HQ es’ Wheal Kitty Workshops is at the heart of our brand. Here we stay true to our original design ethos of functionality and sustainability brought to life in an understated style and identity, always remaining committed to product, environment, and people.

As we enter the next exciting stage of global growth, we are on the lookout for talented individuals to join our crew. So, if you are as passionate about the ocean as we are and if you want to be part of a truly authentic, purpose-led brand and you share our vision to create exceptional products in a responsible way, then we would love to hear from you.

Finisterre's wholesale channel is growing fast with over 100 accounts across the UK and North America. We are now launching into Europe and onboarding with key retail partners in 2027, bringing a new level of growth and complexity to our operations. We need someone exceptional to own the operational engine that makes all this possible. As Wholesale Customer Operations Manager you will own the customer and order journey from end to end: account onboarding, compliance, order processing in Netsuite, SLA delivery, warehouse liaison, customer service and team leadership.

You will manage two Admin Assistants, build the SOPs the function is currently missing, and become the operational escalation point across all three markets. This is a role for someone who loves the detail, thrives at pace, and wants to build something — not just maintain it.

• Own order management end to end in Netsuite — from receipt through allocation, fulfilment and invoicing — to SLAs of 3–5 days (standard) and 2–3 days (Tier
  1), with an error rate trending to zero.
• Own the EDI order management process end to end — overseeing the flow of orders received via Orderful into Netsuite, managing exceptions and failures, and ensuring all EDI-linked accounts are onboarded and trading without operational friction.
• Own the seasonal pre-order fulfilment planning process — collating confirmed orders via our B2B platform and EDI, mapping committed volume against stock quantities and inbound delivery dates, and directing the customer service team to communicate proactively with accounts on delays and shortages.
• Build, document and maintain SOPs for all order processing workflows, acting as the escalation point for exceptions, disputes and systemic issues.
• Own account onboarding operations — documentation, system setup and compliance checks across UK, EU and NA — ensuring new accounts are trading accurately and at pace.
• Maintain a rolling compliance audit across all active accounts in every market, flagging risks and escalating non-compliance to the Head of Wholesale.
• Produce the weekly ops dashboard and monthly performance report (by Day
  5) — SLA attainment, credit memo rates, split shipments, order amendment volumes and error rates.
• Serve as the primary liaison with the warehouse and Operations & Logistics team — providing outbound volume forecasting and tracking dispatch performance with the 3PL.
• Own wholesale customer service standards, ensuring account queries are resolved within SLA and the admin team is trained to handle routine enquiries independently.
• Design and…