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- Tasks: Lead customer operations and supply chain for a premium hair care brand.
- Company: Join SILKE London, an award-winning fashion-forward hair care company.
- Benefits: Enjoy 25 days holiday, flexible working, and staff discounts.
- Why this job: Make a real impact in a fast-growing brand with exciting growth potential.
- Qualifications: 3+ years in operations, strong analytical skills, and experience with Shopify.
- Other info: Dynamic environment with opportunities for learning and development.
The predicted salary is between 36000 - 60000 £ per year.
Location: Shoreditch, London (Hybrid – minimum 3 days in office)
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.
- Fulfilment & Logistics
- 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
- Bachelor’s degree.
- 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 + bank holidays + your birthday off
- Flexible hybrid working (dedicated WFH days)
- Staff discount on all SILKE products
- Pension scheme with employer contribution
- Freedom to take on new projects, with budget available for relevant learning, training, and development opportunities. If it supports you in your role, we’ll invest in it.
- Huge growth potential within a high-profile, global brand
Operations Manager employer: SILKE London
Contact Detail:
SILKE London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues 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 operations. Understand their products and values so you can show how your skills align with their mission. Tailor your answers to reflect their focus on operational excellence and customer service.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in operations and supply chain management makes you the perfect fit for the role. Keep it concise but impactful, highlighting your problem-solving skills and attention to detail.
✨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 and contributing to their exciting growth journey.
We think you need these skills to ace Operations Manager
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 sprinkle in some of that analytical flair we love!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for operational excellence and how your skills align with our mission at SILKE London. Keep it engaging and personal.
Show Off Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your problem-solving skills and attention to detail. Numbers and results speak volumes, so don’t be shy about sharing them!
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 get to know you better. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at SILKE London
✨Know the Company Inside Out
Before your interview, dive deep into SILKE London's mission, values, and product offerings. Familiarise yourself with their unique selling points and recent achievements. This will not only show your genuine interest but also help you align your answers with their goals.
✨Showcase Your Operational Expertise
Prepare specific examples from your past experience that highlight your skills in operations, supply chain management, and customer service. Be ready to discuss how you've improved processes or solved problems in previous roles, as this is crucial for the Operations Manager position.
✨Demonstrate Analytical Skills
Since the role requires strong analytical abilities, come prepared with insights on how you've used data to drive decisions. Discuss any forecasting or inventory management experiences you have, and be ready to explain how you can apply these skills at SILKE London.
✨Ask Thoughtful Questions
At the end of the interview, ask questions that reflect your understanding of the role and the company. Inquire about their current challenges in operations or how they envision the future of their supply chain. This shows you're not just interested in the job, but also in contributing to their success.
