Finisterre

Operations

• Own end-to-end order management in Netsuite from receipt through allocation, fulfilment and invoicing
• Manage order SLAs of 3–5 days for standard orders and 2–3 days for Tier 1 orders, with error rates trending to zero
• Own the EDI order management process through Orderful and Netsuite, including exceptions, failures and account onboarding
• Lead seasonal pre-order fulfilment planning using the B2B platform and EDI
• Map committed volumes against stock quantities and inbound delivery dates
• Direct customer service communications regarding delays and shortages
• Build, document and maintain SOPs for order processing workflows
• Act as escalation point for exceptions, disputes and systemic issues
• Own account onboarding operations, documentation, system setup and compliance checks across the UK, EU and North America
• Maintain rolling compliance audits and escalate non-compliance to the Head of Wholesale
• Produce weekly operations dashboards and monthly performance reports
• Liaise with the warehouse and Operations & Logistics team on volume forecasting and 3PL dispatch performance
• Own wholesale customer service standards and train the admin team
• Design and maintain unified inbound communications processes for regional managers and agents
• Manage shared wholesale communications infrastructure, including the inbound mailbox, Asana or equivalent task management, and workflow tooling
• Provide the Channel Merchandiser with visibility of supply constraints and fulfilment risks
• Line manage two Wholesale Admin Assistants, including direction, development and workload planning

Wholesale Customer Operations Manager

Sales Operations Manager

• Manage the seasonal GTM project plan and live RAG tracker across photography briefs, copy briefs, sample management, B2B loading, asset upload, and global sales pack production and distribution
• Call in, log and track sample sets through the critical path
• Raise photography and copy briefs to marketing and creative teams
• Produce and distribute the global wholesale sales pack each season
• Provide weekly GTM RAG status updates, flag risks, and propose mitigations
• Load seasonal imagery, copy, pricing, and available-to-sell data onto the B2B platform
• Manage retailer access by tier across markets and maintain brand content standards
• Produce new account opening packs and support account onboarding
• Prepare monthly platform performance reports and present findings
• Support regional wholesale sales teams in the UK/EU and North America with assets, campaign materials, platform access, and selling tools
• Deliver account-specific assets for key account programmes
• Execute in-season B2B campaigns focused on trend, gifting, weather, and reorders
• Review campaign content, obtain sign-off, and track open rates, click-through, and reorder conversion
• Run B2B platform administration for 100+ accounts across multiple markets

Wholesale Customer Operations Manager

Wholesale GTM, Sales Operations Coordinator