Senior Customer Operations Lead — Wholesale Europe (Hybrid)

Clarks Outlet; Street; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Flexible/hybrid working options

Career development and progression

Supportive and collaborative culture

Comprehensive benefits package

Job summary

Clarks is seeking a Customer Operations Lead to guide a multinational wholesale operations team. You will manage the entire order lifecycle from entry to delivery, partnering with Sales, Supply Chain, and IT to drive service excellence.

The role emphasizes data-driven decision-making, stakeholder influence across countries, and continuous improvement in customer fulfilment processes, within a hybrid workplace in Street, Somerset.

Qualifications

• Experience leading and developing customer operations, wholesale operations, sales operations or order management teams.
• Strong understanding of wholesale order management and customer fulfilment processes.
• Experience working with major retail or wholesale customers.
• Excellent stakeholder management skills with the ability to influence across functions and countries.

Responsibilities

• Lead, coach and develop a Customer Operations team supporting multiple European markets.
• Oversee the end-to-end wholesale order management process from order entry through to fulfilment and delivery.
• Ensure excellent customer service and operational performance across key accounts.
• Monitor service levels, order fulfilment metrics and operational KPIs, taking action where required.
• Build strong relationships with Sales, Supply Chain, Distribution Centre, Finance and IT teams.
• Support the management of seasonal order books, including pre-season planning and in-season execution.
• Identify opportunities to improve customer experience, processes and ways of working.
• Manage escalations and resolve complex operational issues in a timely manner.
• Drive consistency and best practice across markets and teams.
• Ensure accurate reporting and use data to support operational decision-making.
• Support change initiatives and continuous improvement projects across the function.

Skills

Leadership

Wholesale ops

Order management

Stakeholder mgmt

Data analysis

Excel

Tools

SAP

Job description

Clarks is seeking a Customer Operations Lead to guide a multinational wholesale operations team. You will manage the entire order lifecycle from entry to delivery, partnering with Sales, Supply Chain, and IT to drive service excellence.

The role emphasizes data-driven decision-making, stakeholder influence across countries, and continuous improvement in customer fulfilment processes, within a hybrid workplace in Street, Somerset.