Start date: September 2026
Hybrid working: London office / home (3:2)
Reporting to: Senior Supply Chain & Merchandising Director
Your Responsibilities
- Lead & develop the Customer Service Team: manage, coach, and support the Customer Service team across wholesale channels, fostering a high‑performing and collaborative environment.
- Drive order book & operational excellence: own the wholesale order book, ensuring timely execution of customer orders while adapting and implementing global supply‑chain processes for the UK & Ireland market.
- Build strong customer & stakeholder partnerships: develop effective relationships with key wholesale customers, Sales, Finance, Logistics, Market Operations, and warehouse partners to deliver exceptional service.
- Manage business performance & risk: monitor KPIs, support financial planning and credit management, and proactively identify and report risks and opportunities.
- Deliver continuous improvement: drive efficiencies through improved systems, communication tools, processes, and smart working solutions while strengthening partnerships with UK and France teams.
Your Profile
- Share the same values: Play as One Team | Play with Elegance | Play by Daring | Play with Tenacity
- Proven leadership experience: successful experience as a Customer Service Manager or Customer Service Lead, with a strong ability to motivate teams, drive performance, and deliver operational excellence.
- Customer service & supply‑chain expertise: strong understanding of wholesale customer service, order management, logistics, and supply‑chain operations, with the ability to balance customer satisfaction and business priorities.
- Exceptional communication & collaboration: excellent written and verbal communication skills, with a collaborative mindset and the ability to build strong relationships with customers, partners, and cross‑functional teams.
- Solution‑oriented & continuous improvement mindset: proactive, analytical, and open‑minded, with the ability to identify opportunities, solve problems, challenge existing processes, and implement smarter ways of working.
- Systems & operational knowledge: strong proficiency in Microsoft Office, particularly Excel, with SAP knowledge and experience working with external 3PL warehouse providers being highly desirable.
Rewards & Benefits
- Package: £50k – £55k + Bonus
- Health & wellbeing: regular team activities (e.g. run club, yoga), private healthcare (optional), employee assist programme with the Retail Trust
- Holidays: 25 days per year
- Swag: up to 65% off Lacoste products
- Learning & development: continuous support on your learning journey from day one
- Parenthood: enhanced family leave and pay from day one, paid assisted conception leave
- Extras: employee referral, long service award, social committee events
We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application, feel free to get in touch with us by email uktalent@lacoste.com (please include ‘Workplace Adjustments’ in the subject line).
Customer Service Manager employer: Lacoste
Lacoste is an excellent employer for those looking to thrive in a dynamic retail environment, particularly as a Visual Merchandising Supervisor. With a strong emphasis on creativity and collaboration, employees benefit from competitive salaries, commissions, and generous discounts on premium products, all while contributing to a vibrant store atmosphere that enhances customer experience. The company fosters a culture of growth and innovation, making it an ideal place for passionate individuals eager to make a meaningful impact.
