Fashion Wholesale Customer Service and Operations Manager

We are looking for an experienced Wholesale Customer Service and Operations Manager from the apparel/footwear/fashion industry. Role Purpose: Lead the Customer Service & Operations function, ensuring excellent customer service for wholesale/key accounts and smooth operational execution. This includes account setup, credit control coordination, order processing, and close collaboration with the Sales team. The role requires someone who can organize and structure the department, put processes in place, and lead a team through a period of transition as the business localizes the function from overseas to the UK. Key Responsibilities: Customer Service Leadership: - Lead day-to-day customer service operations for wholesale and e-commerce accounts. - Manage account onboarding, credit limits, and account setup in systems. - Ensure smooth processing of sales orders and communication with key accounts. Operations Oversight: - Oversee stock allocation, order fulfilment, and issue resolution. - Act as the bridge between Sales, Customer Service, Finance (credit control), and Logistics. - Improve operational processes and customer touchpoints. Team Leadership: - Build, structure, and develop a team of 7–8 people. - Create clear responsibilities and workflows. - Drive a culture of accountability and service excellence. System & Process Management: - Ensure operational processes align with ERP and related systems. - Drive improvements in reporting, order tracking, and customer updates. Collaboration: - Work closely with sales leadership and Group Operations. - Help transition the customer service function from overseas to the UK. Additional Responsibilities: Manage orders, pricing, and invoicing for UK and key European customers (mainly Germany, France, Italy). Oversee shipping and sample orders, ensuring customers receive products on time. Handle purchase orders to factories and track deliveries. Keep systems and data up to date (ERP). Work with the team to monitor margins, stock levels, and sales performance. Candidate Profile: Senior-level Customer Service and Operations Manager with experience in branded wholesale fashion industry. Proven experience managing teams and improving processes. Experience working with sales teams, credit control, and logistics. Hands-on with order management and operational systems (STYLEman ERP experience highly desirable, but not a must have). UK and European market experience Practical, organised, and able to lead in a changing environment. Salary: Excellent salary plus discretionary bonus Location: Watford, Herefordshire Holidays: 25 days plus bank holidays Other perks: Company pension contribution, Company discounts, company events, etc. Career progression, Stability, Collaborative work environment, Modern Office.

Location: Watford, UK, GB

Posted Date: 7/14/2025