At a Glance
- Tasks: Lead customer service operations across B2B, Amazon, and direct-to-consumer channels.
- Company: Fast-growing PE-backed company with a dynamic team culture.
- Benefits: Competitive salary, career development opportunities, and a chance to shape processes.
- Other info: Join a team focused on innovation and operational excellence.
- Why this job: Drive impactful change in a rapidly evolving environment and lead a passionate team.
- Qualifications: Proven leadership experience in customer services and order-to-invoice processes.
The predicted salary is between 60000 - 80000 £ per year.
Job Role: Customer B2B, Amazon Vendor Central and FBA, and direct-to-consumer across international markets. The customer services function sits at the centre of all of it. The team currently numbers around 17 people, structured across three specialisms: Consumer Services, Direct to Consumer and trade (D2C), and Amazon. This business is now PE backed with fast growth planned and is looking at processes and systems that underpin this department. The function is going through a period of genuine change; a new ERP is being implemented, processes are being redesigned from the ground up, and the business needs someone with the experience and credibility to lead that workstream while keeping day-to-day operations running to a high standard. This is not a role for someone stepping up into senior leadership for the first time. The business needs someone who has already operated at this level, in a comparable environment, and who can demonstrate what they've actually built or fixed, not just managed.
Key Responsibilities
- Order-to-Invoice: Full ownership of the purchase-order-to-invoice process across B2B, Amazon Vendor Central and FBA, and global trade customers.
- Order entry, acknowledgment, delivery coordination, invoicing, and invoice query resolution.
- Amazon Vendor Central chargebacks, compliance tickets, and shortage claims management.
- Export documentation, audit trails, and trade terms support in collaboration with the sales team.
- Returns, credit notes, and post-sales escalation handling across B2B and retail channels.
- Close working relationship with logistics on delivery coordination and shortage resolution.
Consumer Services
- Leading the consumer-facing team handling enquiries via telephone, email, and other channels.
- Building peak-season planning and resourcing models.
- Designing consumer journey frameworks with clear case visibility and resolution timelines.
- Implementing workflow management processes and tools, including CRM platforms, to ensure consistent handling at volume.
Team Leadership
- Direct management of three reports: Consumer Services Manager, Customer Service Lead (D2C and Trade), and Customer Service Lead (Amazon).
- Broader responsibility for a team of approximately 17, including coaching, development, and performance management.
- Building staffing models that reflect channel complexity and seasonal demand.
Skills
- ERP background that includes time in a PE-backed or similarly performance-driven environment.
- Proven ownership of order-to-invoice processes at scale, across more than one customer type simultaneously.
- Experience leading a team through a significant system change.
- Track record of managing managers and building team capability in demanding operational environments.
- Comfortable setting and holding KPIs, reading operational data, and making decisions based on it.
- Strong cross-functional stakeholder management, including at C-suite level.
Customer and Consumer Services Manager employer: Sadler Recruitment
As a Customer and Consumer Services Manager at our rapidly growing, PE-backed company, you will thrive in a dynamic environment that values innovation and excellence. We offer a supportive work culture that prioritises employee development, with opportunities to lead transformative projects and enhance your leadership skills. Located in a vibrant area, our team enjoys a collaborative atmosphere where every contribution is recognised, making it an ideal place for those seeking meaningful and rewarding employment.
