Salary up to £85k depending on experience and skills and availability to start immediate

We are looking for a Head of Global Customer Service and Operations with experience in the fashion wholesale, DTC and Distribution market to lead a team to 12 people and play a key role where wholesale operations meet customer service.

This is a senior role at the heart of the business — responsible for driving commercial efficiency and ensuring a seamless customer experience across invoicing, trade terms, order management, and B2B account operations.

You will work cross-functionally with merchandising, marketing, ecommerce, and finance to align on commercial objectives and promotional calendar, and support broader brand initiatives.

Key Responsibilities

Sales Operations & Commercial Support:

• Manage end-to-end order operations, invoicing, and customer account setup.
• Own customer master data and onboarding processes, ensuring accuracy across systems.
• Oversee trade terms, discounts, and pricing implementation across all wholesale accounts.
• Maintain and update customer portals with correct product, pricing, and commercial info.
• Act as a central point of coordination between sales, finance, customer service, and logistics.
• Ensure smooth delivery and fulfilment flow by flagging operational bottlenecks early.

Customer Service Leadership:

• Lead and mentor a team of sales operations and customer service.
• Ensure the team handles inbound customer queries and order issues with speed and accuracy.
• Continuously refine and improve internal processes to elevate service levels.
• Establish KPIs and ensure team performance aligns with wider commercial goals.

Cross-Functional Collaboration & Systems Oversight:

• Work with merchandising and planning to align operations with product and stock flows.
• Collaborate with IT or external providers on system/process improvements.
• Ensure data integrity across ERP/CRM systems.

Digital & Systems Enablement

• Drive the implementation and optimization of NuORDER for B2B use by Key Accounts, Distributors, and Self-Service partners.
• Manage master data accuracy (customer, product, pricing) to support smooth system operations and reporting.
• Support the integration and adoption of EDI and other automated solutions for sales processing and fulfilment.

Go-To-Market & Sales Enablement

• Lead Sales Process setup and governance, including product/customer setup, B2B portal and buying group management, and sales sample coordination.
• Participate in Go-To-Market (GTM) processes including GTM and sell-in calendars, showroom and fair planning, and sales readiness (SR) coordination.
• Own account segmentation and classification, ensuring alignment across Sales, Marketing, and Operations.
• Provide sales operations support for Self-Service Accounts via the B2B platform. Special Projects & Continuous Improvement
• Manage and support cross-functional projects such as system enhancements, sales support automation, invoicing workflows, and partner onboarding.
• Continuously identify and implement process improvements to increase efficiency, accuracy, and customer satisfaction.

Required Skills and Experience

• Proven experience in B2B wholesale sales operations or customer service in the fashion industry.
• Strong understanding of commercial processes including invoicing, trade terms, and pricing.
• Experience managing or heavily using customer portals and ERP systems.
• Solid leadership skills — able to manage, support, and grow a multi-functional team.
• Highly organised, analytical, and comfortable managing large volumes of data.
• Strong communication and stakeholder management skills.
• A proactive mindset with the ability to spot and solve process issues before they escalate.
• Experience working cross-functionally with planning, finance, and sales teams.

What do you get:

Salary up to £85k depending on experience, skills and availability.

Company hires for long term.

Opportunity to learn and grow within the organisation.

Friendly and collaborative team

Down to earth polite management

• 25 days of annual leave + bank holidays
• Additional days holiday between Christmas and New Year if the Directors decide to close the business
• Standard working hours 9 to 5:30 - 30 min lunch = 40 hours a week
• 1-day WFH after probation and training at the company’s sole discretion (non-contractual)
• Workplace Pension Scheme. https://www.gov.uk/workplace-pensions
• 60% Discount on our products that we have on Ecommerce.
• Sample sales 2+ times a year.
• Short Leave – with pre-approval from Line Manager to take up to 2 hours off without deduction from holiday allowance.
• Statutory sick pay.
• Annual pay review and/or bonus at the Directors discretion.

Please note: This is an office based role in Shoreditch, London. No work from home option and no visa sponsorship.