Job Description
About the Company:
Customer Success Manager – European Wholesale (Lingerie & Fashion)
Location: West Yorkshire (Home-Based Initially)
Full-time | Hybrid working | Office location flexible
Start Date: ASAP
We are looking for an experienced and detail-oriented Customer Success Manager to lead day-to-day operations for a growing European wholesale business in the lingerie and fashion sector. This is a hands-on leadership role managing a team of four, ensuring seamless order processing, customer communication, and operational excellence across B2B channels.
The role will begin as home-based, with plans to establish a small office in West Yorkshire—ideally near Leeds, but flexible depending on where the successful candidate is based. You’ll be the first hire in this new team, helping shape the setup and leading recruitment of four direct reports.
What You’ll Do
As Customer Success Manager, you’ll be the operational heartbeat of the business, responsible for:
Team Leadership
- Manage and mentor a team of 4 coordinators across order processing, invoicing, and logistics.
- Allocate daily tasks, resolve issues, and uphold high standards in customer service.
Order & Invoice Management
- Oversee order entry and invoicing in Microsoft Dynamics 365 F&O.
- Ensure accuracy in pricing, product details, and documentation.
- Coordinate with 3PLs and internal teams to track fulfilment and stock.
Customer Communication
- Handle onboarding forms and delivery templates for major accounts (e.g. Zalando, AboutYou).
- Respond to order-related queries and liaise with logistics and finance teams.
Process Improvement
- Support automation efforts by identifying repetitive tasks and suggesting improvements.
- Maintain clean and accurate product and customer data.
What You’ll Bring
Must-Haves
- 3+ years in customer operations or sales support.
- Proficiency in Microsoft Dynamics 365 F&O or similar ERP.
- Strong Excel skills (vlookups, formatting templates).
- Excellent communication in English.
- Experience working cross-functionally with sales, logistics, and finance.
- Confidence managing a small team and owning daily operations.
Nice-to-Haves
- Experience with large retailers or marketplaces (e.g. Zalando, AboutYou).
- Familiarity with B2B logistics and 3PL coordination.
- Exposure to tools like BarTender or document automation platforms.
What Success Looks Like
- Orders processed accurately and on time.
- Customers receive correct documentation without follow-up.
- Team operates with clarity, consistency, and professionalism.
- Manual tasks are streamlined or automated over time.