Head of Sales Operations & Customer Service

Head of Sales Operations & Customer Service

?? Location: London

?? Salary: Up to £85,000 per annum (dependent on experience and qualifications)

?? Start Date: ASAP

?? Contract Type: Permanent, Full-time

One of our clients—a global fashion retailer—is acquiring a new brand and is seeking a seasoned Head of Sales Operations & Customer Service to join their London team. This is a unique opportunity to play a key role in shaping the operational and customer service strategy during a pivotal period of growth and transformation.

About the Role

This senior leadership position will oversee sales operations, customer service, and digital enablement across European markets. You’ll lead a pan-European team, optimise systems and processes, and ensure seamless order-to-cash execution—all while supporting the integration of a newly acquired brand.

Key Responsibilities

Sales Operations & Planning

• Collaborate with Business Planning and Sales teams to manage demand across European markets.
• Align demand planning with inventory and logistics through close coordination with Operations.
• Own the full Order-to-Cash process, including order entry, invoicing, EDI, and collections.
• Partner with Finance to manage customer credit limits.
• Oversee order book accuracy and timely fulfilment.
• Maintain trade terms and discount structures in internal systems.

Customer Service Leadership

• Lead and develop the Customer Service function, including managers and executives across Europe.
• Ensure high service levels for Key Accounts, Distributors, and Self-Service clients.
• Support onboarding of new customers and partners, ensuring consistent service delivery.

Digital & Systems Enablement

• Drive adoption and optimisation of NuORDER for B2B sales.
• Ensure accuracy of master data (customer, product, pricing).
• Support integration of EDI and other automated sales solutions.

Go-To-Market & Sales Enablement

• Lead sales process governance, including product setup and B2B portal management.
• Contribute to GTM planning, showroom coordination, and sales readiness.
• Manage account segmentation and alignment across departments.
• Provide operational support for Self-Service Accounts.

Special Projects & Continuous Improvement

• Lead cross-functional initiatives to enhance systems, workflows, and partner onboarding.
• Identify and implement process improvements to boost efficiency and customer satisfaction.

What We’re Looking For

• 8–10 years’ experience in a similar role.
• Proven leadership in managing diverse teams.
• Strong communication and problem-solving skills.
• High attention to detail and a drive for continuous improvement.
• Experience with digital tools and systems integration is a plus.

Why Join?

This is a rare opportunity to join a globally respected fashion group at a time of exciting brand expansion. You’ll be instrumental in shaping the future of sales operations and customer service, with the autonomy to drive meaningful change.