Reebok Sales Operations & Customer Service Manager

ZipRecruiter; London; On-site; GBP 30,000 - 50,000; Full time

Job description

Job Description

Our client is seeking a proactive and detail-oriented Sales Operations & Customer Service Manager to lead the Reebok wholesale customer service team.

This is a pivotal role within the commercial operations, responsible for ensuring exceptional service to retail partners, seamless order management, and operational excellence across the customer journey.

Role Summary

You will manage a team of 5–10 customer service executives, overseeing end-to-end wholesale operations including order entry, allocation, communication with our warehouse, and shipping coordination. You’ll act as the bridge between internal teams and customers—ensuring issues are resolved quickly, processes run smoothly, and service levels are consistently high.

We're looking for a collaborative team leader with a passion for efficiency, strong problem-solving abilities, and experience in customer service or retail operations management. A mindset for continuous improvement is essential.

Key Responsibilities

• Lead, motivate, and manage a customer service team (5–10 people), ensuring high performance, engagement, and customer satisfaction.
• Manage accurate and timely entry of customer orders into the system, ensuring alignment with delivery timelines and stock availability.
• Oversee the product allocation process and maintain seamless communication with the warehouse to ensure prompt order processing and shipment readiness.
• Track allocations and upcoming shipments; proactively provide timely updates on delivery schedules to internal stakeholders and customers.
• Collaborate cross-functionally with Sales, Logistics, and other departments to address customer needs, resolve issues, and maintain smooth order flow.
• Identify and implement improvements to customer service workflows, reduce delays, optimize order processing, and enhance team communication.
• Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy.
• Develop, implement, and maintain structured training programs for the customer service team to ensure continuous growth and skill development.

The Ideal Candidate Will Have

• Proven experience in fashion wholesale customer service and/or sales operations, ideally with experience managing teams
• Strong organisational and analytical skills with a focus on accuracy and attention to detail
• Excellent communication and interpersonal skills, with the ability to manage stakeholders and resolve issues calmly under pressure
• A proactive, improvement-focused mindset and the ability to adapt in a fast-paced environment

Location: London

Salary: Excellent salary depending on experience plus annual bonus, staff discount, and pension contribution

Holidays: 33 days (including Bank Holidays)