Customer Operations Manager in London

We are looking for a talented Customer Operations Manager to support the Sarah Chapman Operations team.

About the brand: Uniquely positioned at the intersection of advanced science, sensorial luxury and clinical expertise, Sarah Chapman London is one of Britain’s most renowned luxury skincare brands, founded by globally respected facialist and industry authority Sarah Chapman. With over 25 years of clinical experience, Sarah’s deep understanding of skin health and product formulation has earned her the trust of some of the world’s most recognisable faces, and a global reputation as London’s most sought-after facialist.

Job Summary: The Customer Operations Manager plays an integral role in managing both UK and International Operations for the business. This role requires strong attention to detail and can work in a fast-paced environment. Working closely with the 3PL to ensure timely and accurate order fulfilment to retail and distributor partners. The role requires coordination with the sales and finance teams to maintain a seamless operation, resolve order issues and deliver exceptional customer service.

Key Responsibilities:

• UK Wholesale & International order management – from processing orders, to liaising with the 3PL to ensure orders are picked/packed and delivered on time.
• Complete relevant documentation for the international market to ensure smooth delivery or collection of orders within the agreed SLAs.
• Building relationships with retailer and distributor supply chain teams, ensuring emails and queries are resolved in a timely manner, whilst ensuring clear communication of order updates and flag any stock issues.
• Attend retailer/distributor partner monthly calls as and when necessary to support the sales team.
• Working closely with the sales team, ensuring alignment on orders and stock allocations.
• Investigate and resolve any stock discrepancies and shortage claims. Working with sales and finance to resolve in a timely manner & reflecting in the ERP system.
• Processing all Free of Charge orders for both internal and external demands.
• Managing Head Office stock cupboard. Ensuring sufficient stock is held and tracking maintained.
• Coordinate and process staff quarterly allocation orders.
• Manage and coordinate rework orders with our 3PL, such as tester conversion, limited edition kitting & Christmas productions.
• Maintain inbound deliveries with the 3PL by ensuring booking slots are raised.
• Support 3PL and department during stock take.
• Undertake regular visits to the 3PL (based in London).
• Manage EDI integrations and facilitate onboarding of retailers.
• Provide admin support for the Sales team for NLF input as and when required.
• Provide cover & support for Customer Care during peak and times of absence.

The Ideal Candidate Key Skills and Requirements:

• Degree level or equivalent qualification.
• Minimum 3 -5 years’ experience in operations/logistics/relationship management/customer care roles.
• Industry Experience in beauty, luxury retail, fashion.
• Order management and wholesale operations.
• International shipping and export documentation.
• Strong skills in ERP Systems experience – Cin7 would be preferable.
• Natural cross functional collaboration skills.
• Strong aptitude for Data analysis & Reporting.
• Proactive Problem solving.
• The ability to adapt to change.
• Demonstrate exceptional attention to detail.
• Strong organisational qualities, a strong communicator – with the ability to forward-plan.
• Ability to manage a sometimes-heavy workload and to work well under pressure.
• Humble, resilient, honest, reliable and empathetic.
• Happy with hybrid working; 4 days in office and 1 day at home.