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 qualification

BH34973