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- Tasks: Lead customer operations and supply chain for a premium hair care brand.
- Company: SILKE London, an award-winning fashion-forward hair care company.
- Benefits: 25 days holiday, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact in a fast-growing brand and shape operational excellence.
- Qualifications: 3+ years in operations, strong analytical skills, and experience with Shopify.
- Other info: Join a dynamic team in a hybrid work environment with exciting growth potential.
The predicted salary is between 36000 - 60000 £ per year.
SILKE London is looking for an organised, detail-driven Operations Manager to lead our customer operations, supply chain, and fulfilment functions across both DTC and B2B channels. This is a critical role within a fast-growing, premium brand - ideal for someone ambitious, who thrives in a dynamic environment, enjoys building strong systems, analytical, results-driven and takes pride in operational excellence.
About us: SILKE London is a global, award-winning, and fashion-forward hair care company, founded by London hairstylist Maria Sotiriou. We were the first 100% silk hair tools brand to launch in 2016, pioneering an entirely new category in beauty. Today, our mission is to create impeccably designed non-electrical hair tools that nurture hair health and routines of self-love, and to be the global leader in this space.
Our products are sold direct-to-consumer at silkelondon.com and through leading retailers such as Sephora, Harrods, Cult Beauty, LookFantastic, Boots, Revolve, and more.
What You’ll Be Responsible For:
- Customer Operations & Order Management: Manage end-to-end order processing for our eCommerce and B2B channels, ensuring orders, returns, and exchanges are handled accurately and within agreed SLAs. Own the customer service function, ensuring a high-quality, responsive customer experience. Manage returns workflows and ensure cost-effective, compliant handling. Identify and resolve order issues and escalations quickly, communicating clearly with all stakeholders.
- Retail & B2B Partner Management: Build and maintain strong relationships with B2B retail partners and their Supply Chain / EDI teams. Manage purchase order processes, EDI platforms, invoicing, and shipment confirmations. Ensure all shipped orders are accurately invoiced and closed. Act as the main operational point of contact for key retail partners.
- Supply Chain, Inventory & Forecasting: Own inventory forecasting and demand planning across DTC and B2B channels. Execute ordering and forecasting processes. Place purchase orders with suppliers, negotiating pricing and terms to ensure cost efficiency. Monitor stock levels to balance availability, cash flow, and stock-holding efficiency. Identify supply chain risks and lead mitigation strategies. Manage relationships with fulfilment centres and third-party logistics partners. Coordinate all inbound stock deliveries to fulfilment centres, ensuring accuracy and timeliness. Ensure smooth outbound fulfilment performance and service levels. Proactively troubleshoot delivery or logistics issues.
- Reporting, Process & Improvement: Lead month-end operations reporting, including sales, inventory, and fulfilment metrics. Maintain and update Sales Order Management SOPs, ensuring best practices are followed. Drive cross-functional alignment by clearly communicating processes and changes. Lead initiatives to improve operational efficiency, scalability, and cost control.
Who We’re Looking For:
- Must-Haves: 3+ years’ experience in Operations, Supply chain and Logistics. Strong commercial acumen and understanding of customer service best practices. Excellent attention to detail with strong problem-solving skills. Advanced skills and confidence working with data and forecasts. Experience using Shopify and Microsoft Office, specifically advanced Excel skills. Familiarity with retailer EDI platforms. Comfortable working in a hybrid environment (minimum 3 days per week in our Central London office).
- You’ll Thrive Here If You: Can confidently manage daily operational execution while driving longer-term improvements. Are highly organised, analytical, and naturally look for ways to maximise value and efficiency. Communicate clearly, confidently, and calmly with suppliers, partners, and internal teams. Are comfortable navigating ambiguity in a high-growth environment. Take ownership, act proactively, and enjoy building structure as the business scales.
Why SILKE London: You’ll be joining a founder-led, premium brand at an exciting stage of growth - where your work will have real impact across the business. This role offers the opportunity to shape operations, build strong partnerships, and help scale a brand built on quality, intention, and care.
What we offer: 25 days holiday +
Operations Manager in London employer: SILKE London
Contact Detail:
SILKE London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching SILKE London and its products. Show your passion for the brand and how your skills align with their mission. Tailor your answers to reflect their values and operational excellence.
✨Tip Number 3
Practice your problem-solving skills! Be ready to tackle hypothetical scenarios related to operations management. Think about how you would handle order issues or improve efficiency – this will impress interviewers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the SILKE London team.
We think you need these skills to ace Operations Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Manager role. Highlight your experience in customer operations, supply chain, and logistics, and don’t forget to showcase your analytical skills and attention to detail!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about SILKE London and how your background aligns with our mission. Be sure to mention any relevant experience with DTC and B2B channels.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and come up with innovative solutions, especially in fast-paced environments!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to see your application and ensures you’re considered for this exciting opportunity at SILKE London!
How to prepare for a job interview at SILKE London
✨Know Your Operations Inside Out
Before the interview, dive deep into SILKE London's operations. Familiarise yourself with their customer service practices, supply chain processes, and how they manage order fulfilment. Being able to discuss specific examples of how you’ve improved operational efficiency in your previous roles will show that you’re ready to hit the ground running.
✨Showcase Your Analytical Skills
Since this role requires strong analytical abilities, prepare to discuss how you've used data to drive decisions in past positions. Bring examples of reports or forecasts you've created, and be ready to explain how those insights led to tangible improvements in operations or customer satisfaction.
✨Build a Connection with B2B Partners
SILKE London values strong relationships with retail partners. Think about your past experiences managing B2B relationships and be prepared to share how you’ve successfully navigated challenges with suppliers or partners. Highlight your communication skills and how you ensure everyone is on the same page.
✨Demonstrate Your Problem-Solving Mindset
In a fast-growing environment, issues can arise unexpectedly. Prepare to discuss specific challenges you've faced in operations and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your proactive approach and ability to thrive under pressure.
