• 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.

About You

We're looking for someone who combines strong leadership capability with hands-on customer operations expertise.

You'll likely bring:

• 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.
• A proactive, solutions-focused approach to problem solving.
• Strong analytical skills with advanced Excel capability.
• Experience using ERP systems, ideally SAP.
• The ability to work in a fast-paced environment and manage multiple priorities.
• Experience within footwear, fashion, retail or other product-based businesses would be highly advantageous.
•