Head of Customer Operations

Provallar Executive Search; London; On-site; GBP 70,000 - 85,000; Full time

Job summary

A leading company in the fashion industry is seeking a Head of Global Customer Service and Operations to manage a team and enhance commercial efficiency. This senior role includes overseeing sales operations, leading customer service efforts, and collaborating cross-functionally to improve customer experience. Competitive salary of up to £85k and benefits package, including generous leave and a workplace pension. Office-based in London, no remote work options available.

Benefits

25 days annual leave plus bank holidays

Friendly and collaborative team

Opportunity for professional growth

Standard working hours: 9 to 5:30

Workplace Pension Scheme

60% Discount on products

Annual pay review and/or bonus at Directors discretion

Qualifications

• Proven experience in B2B wholesale sales operations or customer service in the fashion industry.
• Strong understanding of commercial processes including invoicing and pricing.
• Experience managing customer portals and ERP systems.

Responsibilities

• Manage end-to-end order operations, invoicing, and customer account setup.
• Lead and mentor a team of sales operations and customer service.
• Work with merchandising and planning to align operations with stock flows.

Skills

Customer Service

Sales Operations

Project Management

Data Management

Stakeholder Management

Analytical Skills

Tools

ERP Systems

Customer Portals

Job description

Salary up to £85k depending on experience and skills and availability to start immediate

We are looking for a Head of Global Customer Service and Operations with experience in the fashion wholesale, DTC and Distribution market to lead a team to 12 people and play a key role where wholesale operations meet customer service.

This is a senior role at the heart of the business — responsible for driving commercial efficiency and ensuring a seamless customer experience across invoicing, trade terms, order management, and B2B account operations.

You will work cross-functionally with merchandising, marketing, ecommerce, and finance to align on commercial objectives and promotional calendar, and support broader brand initiatives.

Key Responsibilities

Sales Operations & Commercial Support:

• Manage end-to-end order operations, invoicing, and customer account setup.
• Own customer master data and onboarding processes, ensuring accuracy across systems.
• Oversee trade terms, discounts, and pricing implementation across all wholesale accounts.
• Maintain and update customer portals with correct product, pricing, and commercial info.
• Act as a central point of coordination between sales, finance, customer service, and logistics.
• Ensure smooth delivery and fulfilment flow by flagging operational bottlenecks early.

Customer Service Leadership:

• Lead and mentor a team of sales operations and customer service.
• Ensure the team handles inbound customer queries and order issues with speed and accuracy.
• Continuously refine and improve internal processes to elevate service levels.
• Establish KPIs and ensure team performance aligns with wider commercial goals.

Cross-Functional Collaboration & Systems Oversight:

• Work with merchandising and planning to align operations with product and stock flows.
• Collaborate with IT or external providers on system/process improvements.
• Ensure data integrity across ERP/CRM systems.

Digital & Systems Enablement

• Drive the implementation and optimization of NuORDER for B2B use by Key Accounts, Distributors, and Self-Service partners.
• Manage master data accuracy (customer, product, pricing) to support smooth system operations and reporting.
• Support the integration and adoption of EDI and other automated solutions for sales processing and fulfilment.

Go-To-Market & Sales Enablement

• Lead Sales Process setup and governance, including product/customer setup, B2B portal and buying group management, and sales sample coordination.
• Participate in Go-To-Market (GTM) processes including GTM and sell-in calendars, showroom and fair planning, and sales readiness (SR) coordination.
• Own account segmentation and classification, ensuring alignment across Sales, Marketing, and Operations.
• Provide sales operations support for Self-Service Accounts via the B2B platform. Special Projects & Continuous Improvement
• Manage and support cross-functional projects such as system enhancements, sales support automation, invoicing workflows, and partner onboarding.
• Continuously identify and implement process improvements to increase efficiency, accuracy, and customer satisfaction.

Required Skills and Experience

• Proven experience in B2B wholesale sales operations or customer service in the fashion industry.
• Strong understanding of commercial processes including invoicing, trade terms, and pricing.
• Experience managing or heavily using customer portals and ERP systems.
• Solid leadership skills — able to manage, support, and grow a multi-functional team.
• Highly organised, analytical, and comfortable managing large volumes of data.
• Strong communication and stakeholder management skills.
• A proactive mindset with the ability to spot and solve process issues before they escalate.
• Experience working cross-functionally with planning, finance, and sales teams.

What do you get:

Salary up to £85k depending on experience, skills and availability.

Company hires for long term.

Opportunity to learn and grow within the organisation.

Friendly and collaborative team

Down to earth polite management

• 25 days of annual leave + bank holidays
• Additional days holiday between Christmas and New Year if the Directors decide to close the business
• Standard working hours 9 to 5:30 - 30 min lunch = 40 hours a week
• 1-day WFH after probation and training at the company’s sole discretion (non-contractual)
• Workplace Pension Scheme. https://www.gov.uk/workplace-pensions
• 60% Discount on our products that we have on Ecommerce.
• Sample sales 2+ times a year.
• Short Leave – with pre-approval from Line Manager to take up to 2 hours off without deduction from holiday allowance.
• Statutory sick pay.
• Annual pay review and/or bonus at the Directors discretion.

Please note: This is an office based role in Shoreditch, London. No work from home option and no visa sponsorship.