Operations Manager

Operations Manager (Wholesale & Order Ops) | Beauty | W. London | £60k

We are looking for a highly organised Customer Operations Manager to oversee the day-to-day operational execution of wholesale and B2B orders. This is a hands-on, operational role focused on order flow, fulfilment, systems, reporting and team leadership, not a strategic supply chain management role.

You will sit within the wider Operations function and act as the key link between Sales, Warehousing, Finance and Ecommerce to ensure orders move smoothly from placement through to delivery and invoicing.

Fashion or beauty industry experience is ideal!

What This Role Is:

This role is about:

Running and improving operational processes
Managing order flow and fulfilment execution
Leading a small customer operations team
Solving day-to-day operational challenges

This role is not responsible for:

Supply chain strategy
Supplier sourcing or production planning
Demand planning or inventory buying

Key Responsibilities

Team Leadership & Execution

Manage and develop the Customer Operations team, allocating workloads and accounts
Hold regular 1:1s, support training and development plans
Act as the escalation point for urgent issues and operational projects

Order & Wholesale Operations (Core Focus)

Own the end-to-end operational flow of B2B and wholesale orders
Ensure accurate order processing, fulfilment, export paperwork and compliance documentation
Manage customer follow-up queries and maintain excellent service levels
Support seasonal launches and key trading periods from an operational standpoint

Warehouse & Fulfilment Coordination

Build strong working relationships with warehouses and logistics partners
Communicate special requirements such as kitting, rework and bespoke fulfilment
Identify and implement improvements to reduce errors and increase efficiency
Support operational projects such as EDI integrations and system improvements

Cross-Functional Collaboration

Work closely with Credit Control on account reconciliation and invoice queries
Support Ecommerce with stock and order queries, reducing short shipments and errors
Collaborate with Sales teams across territories to ensure smooth customer delivery
Contribute operational insight into the S&OP process and post-launch reviews

Reporting & Process Improvement

Create and maintain reporting on open orders, invoices and operational performance
Provide weekly updates on projects and key issues
Drive improvements in ERP workflows (e.g. SAP, Business Central or similar)
Identify opportunities to improve efficiency and reduce manual processes

Key Performance Indicators

Smooth and accurate order flow from placement to delivery
High service levels and strong stakeholder communication
Reduction in operational errors and fulfilment issues
Continuous process improvements and efficiency gains
Strong team engagement and development

Skills & Experience

Essential

Experience in Customer Operations, Wholesale Operations or Order Management
Previous team management experience
Background in fashion or beauty industry
Experience using ERP systems (SAP, Business Central or similar)
Strong Excel and reporting skills
Highly organised with excellent attention to detail
Confident working in a fast-paced, hands-on environment Desirable

Experience in a high-growth or scale-up brand
Exposure to luxury or premium brands
Degree or equivalent qualificationBH
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