Senior Manager, Customer Operations

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

The Customer Operations Manager is responsible for organising, leading and coordinating the American Customer Operations team while developing and leading a team to achieve team and business goals.

This role is focused on the American Retail and Wholesale channels; managing the order lifecycle from order entry to order management, monitoring inbounds to DC, overseeing the fulfilment, the EDI operations and aftersales following all the relevant processes and KPI's to ensure the smooth flow of goods to Retail doors and Wholesale Customers within the region.

RESPONSIBILITIES

• To manage the complete sales orders life cycle, from order raising to despatch of goods to customers & stores
• To orchestrate the floorset launches and maximise the on time availability of products
• To be the key supply chain link/representative with the regional planning and merchant teams and the integration point backwards from the region to the central supply chain
• To provide the highest level of support directly to the wholesale customers
• To monitor for the order book for shortages, cancellations, returns, product withdrawals, executing regulatory changes
• Ensuring efficient and correct flow of information between supply chain and the regional teams with regards to availability of products and regional priorities
• Project managing the downstream critical path for the launch of capsule collections, ensuring standard execution across Retail/Wholesale 100% aligned to the launch of the show
• Monitor transit and distribution times for Retail stores as well as wholesale customers to ensure the agreed launch date in every country for new floorsets, capsule is achieved
• Working in partnership with the regional finance teams to set shipping targets and to track actual shipments ensuring monthly and quarterly targets are met
• Strong cooperation with the hubs, scheduling the picking process to ensure an adequate workflow while balancing available resources in consideration of business priorities and targets
• Collaborating with the transportation and customs teams to escalate problems related to shipments and collections and agree processes aimed at streamlining and quickening the preparations of shipping documents
• Working closely with the Credit team highlighting any impact on the supply chain and on quarterly targets of the accounts kept on hold and feedback to the relevant parties
• Ensuring full support during markets to the regional and corporate teams for order entry and any issue related to new product set up

• Periodical review of global returns, commercial discounts and non-compliance penalties tracking them versus forecast
• Seasonal analysis on order book cancellations, reviewing the most impactful reasons with the relevant teams
• Reviewing new EDI implementations and overall EDI strategy with the relevant teams

Team management:

• Planning the regional teams' organisation and structure in accordance to their operational objectives and budget targets
• Ensuring consistency in the ways of working, stimulating sharing of knowledge and best practises among the regional teams
• Setting teams' objectives and KPIs in line with supply chain guidelines and strategy and periodically monitor the team performance and achievements
• Establishing standard of communication for the regional teams to follow with internal and external parties
• Focusing on team members' development, ensuring people can grow professionally to fulfil their potential
• Work in cooperation with supply chain finance team for the preparation of the team annual budget for salaries and rewards, travel expenses and other expenditures

Experience:

• Ability to communicate across all levels
• Excellent organisational and managing skills
• Time management skills to prioritise workload
• Understanding of order lifecycle activities

• Supply Chain and logistics knowledge and experience
• Working knowledge of managing orders on SAP (AFS/IS Retail) or similar systems
• Understanding of credit and accounts process
• Highly analytical with advanced Excel skills and computer literacy
• Ability to work under pressure and cope with tight deadlines
• Demonstrates a high level of attention to detail and accuracy

Behaviours:

• You are a positive leader for your team who can inspire and support them to achieve their personal and team objectives
• You are customer focused. You and your team put the customer at the centre of all your decisions and activities
• You are bold, innovative and open to new ideas
• You are accountable and willing to take responsibility, creating better outcomes by stepping forward, using your judgement and making things happen

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: USA || New York (US-NY) || New York || SC CENTRAL OPERATIONS || CUSTOMER OPERATIONS || n/a ||