Customer Operations Manager - London - Beauty

CVUK; Greater London; On-site; GBP 42,000 - 64,000; Full time

Job summary

CVUK is partnering with a fast-growing consumer brands business to appoint an experienced Customer Operations Manager who will own the customer journey from order receipt through to fulfilment, delivery and resolution. You will manage end-to-end order management across retail, wholesale and marketplace customers, delivering excellent service while driving process improvements and system automation.

Collaborating with Planning, Logistics and 3PL partners, you will pre-empt issues, resolve delays

Qualifications

• Experience in customer operations, order management or customer service within beauty, FMCG, wholesale, retail supply or distribution.
• Highly organised, commercially aware and customer focused with ownership mindset.
• Willing to move beyond traditional customer service and influence the development of customer operations.

Responsibilities

• Own the end-to-end order management process, from validation and allocation through to delivery
• Manage customer queries, backorders, shortages, claims, deductions and delivery issues
• Support major retail and wholesale customers with their specific order and routing requirements
• Work closely with Planning, Logistics and 3PL partners to resolve issues quickly
• Proactively communicate potential service or stock issues to customers
• Identify recurring problems and implement solutions to prevent them happening again
• Support new customer, brand and market launches
• Help improve systems, workflows and automation to reduce manual processes
• Drive high standards across OTIF, order accuracy, response times and customer service

Job description

We are partnering with a fast-growing consumer brands business to appoint an experienced Customer Operations Manager to take ownership of the customer journey from order receipt through to fulfilment, delivery and resolution.

Working across retail, wholesale and marketplace customers, this is a key operational role combining excellent customer service with strong order management, commercial awareness and process improvement.

You will:

• Own the end-to-end order management process, from validation and allocation through to delivery
• Manage customer queries, backorders, shortages, claims, deductions and delivery issues
• Support major retail and wholesale customers with their specific order and routing requirements
• Work closely with Planning, Logistics and 3PL partners to resolve issues quickly
• Proactively communicate potential service or stock issues to customers
• Identify recurring problems and implement solutions to prevent them happening again
• Support new customer, brand and market launches
• Help improve systems, workflows and automation to reduce manual processes
• Drive high standards across OTIF, order accuracy, response times and customer service

We are looking for someone with customer operations, order management or customer service experience gained within beauty, FMCG, wholesale, retail supply or distribution.

You will be highly organised, commercially aware and customer focused, with the confidence to take ownership of issues and see them through to resolution.

A great opportunity for someone who wants to move beyond traditional customer service and have genuine influence over how the customer operations function develops.