Head of Customer Operations – Sustainable Footwear Movement

Location
London
Salary
£45,000 - £55,000 Depending on Experience + bonus incentives
Posted
01 Jul 2022
Closes
01 Aug 2022
Ref
16471
Discipline
Marketing
Sector
Fashion, Luxury, Retail
Business Type
Brand / In-house
Seniority
Manager
Contract Type
Permanent
Hours
Full-Time

Innovate. Don't Imitate. Do you live for sustainability and looking after our beautiful planet?
Are you looking to join a new revolutionary fashion brand company dedicated to just that?
Are you ready to join a brand that has gone from zero to 7+ digit growth in year 1?

Are you ready to join a brand that is so in demand, we have a waiting list for certain products?

Don’t snooze.. This is a mega opportunity if processes and Customer Operations are your bag.

We’re fairly ‘new kids’ to the block but we are experiencing crazy growth and looking for someone to be part of this incredible journey

Come join us!

Role Info:

Head of Customer Operations
London
£45,000 - £55,000 Depending on Experience + bonus incentives

Product / Service: Handmade Premium Vegan Shoes with heavy celebrity following
Culture: Sustainability, Community, Integrity, Positivity.
Partnerships: Soho House & Co, Nordstrom, Neiman Marcus, Bergdorf Goodman, The Conservatory, and many more
Supporting: Mission Blue, See Turtles, British Divers, and Sea Shepherd, amongst many others
Your Calibre: Hungry Team Player. Confident. Enthusiastic, Analytical
Founders: Successful Serial Entrepreneurs & Thought Leaders. Also jolly nice people too!

Your Skills:

Direct customer contact and problem solving experience.
A good understanding and experience of the end to end supply chain for consumer goods.
Experience of leading a team within a Customer Services / Operations environment, preferably in fashion wholesale environment

Our Story:

We’ve just celebrated our one year anniversary but that hasn’t stopped us selling in 26 countries with our largest market being the USA. We are delighted to have A-list Hollywood customers including:Dwayne ‘The Rock’ Johnson, Ben Affleck, Mila Kunis and Gwyneth Paltrow. Our 1st store in LA will open within the next 6-12 months.

Starting (quite literally) from the ground, we are already north of 7 figures with features in Forbes, Vogue, The Times, ELLE and GQ (to name just a few).

With our growth averaging 30%+ each month since Christmas, we are looking to quadruple our team over the next year. The next twelve months hold even more insane growth and we want you to be a part of it!

We are distributed in 26 countries with our largest market being the USA which paves the way for our 1st store in LA within the next 6-12 months.

The Head of Customer Operations role:

Our customers are the ones that have got us where we are today - our relationship with them means everything to us. You will care for the entire process of this relationship from order, through to management, to delivery and aftersales.

You will work with a range of Teams across the business to ensure orders meet demand and sales opportunities are maximised in season. You will own this process to establish a world-class level of customer service right past the delivery stage.

As the company grows, you’ll build and manage the Customer Operations team to provide support to sales and customers.

Being a vital part of the team and reporting to the Chief Operating Officer, you will implement management systems, achieve sales targets , and ensure the supply chain process runs smoothly.

Responsibilities:

+ Oversee and drive exemplary management of the order book with regular reviews of overdue and current order book.
+ Ownership of the rolling demand forecast feeding into wider Sales & Operational Planning Process.
+ Work with both Internal and external stakeholders to ensure payment and delivery processes are managed effectively.
+ Develop an understanding of the customer’s requirements and business plans in order to define a proactive service.
+ Work with key stakeholders for quality and customer queries /complaints to ensure resolution is managed in a timely and appropriate manner.
+ Hold regular review meetings to ensure service levels are at the required level, and report on their performance.
+ Communicate with forwarders, and suppliers to organise shipments.
+ Review and source logistics providers.
+ Maintain all product data.
+ Ensure all team members are trained on relevant systems, business processes, policy and procedures in order to deliver a high standard of service to partners / customers.

Enough about us, we want to hear about you!

To absolutely smash this role, you’ll have:

+ Advanced Excel knowledge
+ Experience using order management systems
+ Direct customer contact and problem solving experience
+ Experience in building strong commercial relationships with customers and key stakeholders
+ A good understanding and experience of the end to end supply chain for consumer goods
+ Experience of leading a team within a Customer Services / Operations environment, preferably in fashion wholesale environment
+ Awareness and understanding of the principles of Credit Management procedures
Understand and be able to execute an annual OGSM derived from a strategic business plan.

If this sounds like you then reach out to have a chat directly with our CEO
Your Background / Previous Roles May Include:
eCommerce Customer Operations Manager, eCommerce Operations, Customer Service, Customer Success

Sounds like a good fit? Apply here for a fast-track path to the CEO

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.

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