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- Tasks: Lead a team to enhance customer service and streamline operations in the fashion industry.
- Company: Join a dynamic fashion company focused on growth and collaboration.
- Benefits: Enjoy a competitive salary, 25 days leave, and a generous product discount.
- Why this job: Be at the heart of operations, driving efficiency and customer satisfaction in a vibrant environment.
- Qualifications: Experience in B2B wholesale sales or customer service in fashion is essential.
- Other info: This is an office-based role in Shoreditch, London with no remote work options.
The predicted salary is between 51000 - 85000 £ per year.
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.
- 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.
Head of Customer Operations employer: Provallar Executive Search
Contact Detail:
Provallar Executive Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations
✨Tip Number 1
Familiarise yourself with the latest trends in the fashion wholesale and DTC markets. Understanding current market dynamics will not only help you in interviews but also demonstrate your passion for the industry.
✨Tip Number 2
Network with professionals in the fashion industry, especially those in customer operations roles. Attend industry events or join relevant online forums to connect with potential colleagues and gain insights into the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer service processes or led teams in previous roles. Highlighting your leadership skills and ability to drive efficiency will be crucial in this senior position.
✨Tip Number 4
Research StudySmarter's values and culture to align your approach during the interview. Showing that you resonate with our mission and can contribute positively to our team will set you apart from other candidates.
We think you need these skills to ace Head of Customer Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in B2B wholesale sales operations and customer service within the fashion industry. Use specific examples that demonstrate your leadership skills and ability to manage teams effectively.
Craft a Compelling Cover Letter: Write a cover letter that clearly outlines your understanding of the role and how your skills align with the key responsibilities. Mention your experience with invoicing, trade terms, and cross-functional collaboration, as these are crucial for this position.
Showcase Your Achievements: In both your CV and cover letter, include quantifiable achievements that reflect your success in previous roles. For example, mention any improvements in customer satisfaction scores or operational efficiencies you have driven.
Proofread and Edit: Before submitting your application, thoroughly proofread your documents to eliminate any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the Head of Customer Operations role.
How to prepare for a job interview at Provallar Executive Search
✨Understand the Role Inside Out
Make sure you thoroughly understand the responsibilities of the Head of Customer Operations. Familiarise yourself with key terms like B2B, order management, and customer portals, as well as the specific challenges in the fashion wholesale industry.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your leadership experience, especially in managing teams and improving customer service processes. Highlight how you've mentored team members and driven performance towards commercial goals.
✨Be Ready for Cross-Functional Questions
Since this role involves collaboration with various departments, be prepared to discuss how you've successfully worked with merchandising, marketing, and finance in the past. Think of specific projects where you aligned different teams towards a common objective.
✨Demonstrate Your Analytical Mindset
Given the emphasis on data accuracy and process improvement, be ready to discuss how you've used data to drive decisions. Share examples of how you've identified operational bottlenecks and implemented solutions to enhance efficiency and customer satisfaction.
