For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.
As a senior leader within the Global Operations Team, the Sales Operations Manager will support and collaborate closely with our Planning, Distribution, IT and 3PL partners to ensure all service expectations are met. The ideal person for this role will be a seasoned and motivational senior people leader with experience with wholesale customer service and account management. This role will support Jellycat’s customers, sales, marketing, and operations strategies.
You'll be;
- Overseeing daily order processing and resolve escalations.
- Monitoring and improving order accuracy, cycle time, and fulfilment metrics.
- Acting as a project sponsor for system upgrades, automation, and process redesign.
- Preparing and present strategic reports on order trends, revenue impact, and operational performance.
- Designing and implementing policies for credit checks, returns, and cancellations.
- Supporting sales forecasting and pipeline analysis with accurate order data.
- Overseeing training programs for the Order Management team on systems and best practices.
- Owning the end-to-end sales operations process, ensuring accuracy, timeliness, and compliance.
- Collaborating across all customer service and key account teams globally working as one global organization
- Identifying and implementing process improvements to support scalability and efficiency.
- Driving automation and system integration in line with best industry practices.
- Providing actionable insights from order and sales data to inform commercial, inventory, and demand planning.
- Developing dashboards and KPIs for leadership visibility.
- Managing and developing the Key Accounts team, setting clear goals and performance standards.
- Fostering a culture of continuous improvement and customer-centricity.
- Ensuring adherence to regulatory requirements and internal controls for order processing.
- Mitigating operational risks through robust processes and contingency planning.
You'll have;
- A deep understanding of order management, invoicing, and fulfilment workflows.
- Knowledge of Sales Operations Best Practices: Forecasting, pipeline management, and CRM optimization.
- Proficiency in ERP, CRM, and reporting tools (Power BI, Tableau).
- The ability to interpret complex data sets and translate into actionable insights.
- Knowledge of trade regulations, credit policies, and internal controls.
- A proven track record managing operational teams (Order Management, Sales Support).
- Experience implementing automation and driving efficiency projects.
- Experience in cross-functional collaboration: Working with Sales, Finance, Supply Chain, and IT.
- Experience with strategic projects: Leading initiatives such as system integrations, market expansion, or digital transformation.
- Customer-Facing Exposure: Handling escalations and ensuring service excellence.
- Analytical Thinking: A strong ability to analyse trends, identify gaps, and propose solutions.
- Project management experience: Skilled in planning, prioritizing, and delivering strategic initiatives.
- A clear and persuasive communication techniques with stakeholders at all levels.
- The ability to resolve complex operational issues quickly.
- The ability to motivate and develop team members for high performance.
- A strategic mindset with the ability to think beyond day-to-day tasks to align operations with business goals.
- The ability to prioritise service quality and customer satisfaction.
- The willingness to proactively seeks opportunities to optimize processes.
- Strong collaboration skills and the ability to build strong relationships across departments.
- Resilience & Adaptability: Thriving in a fast-paced, changing environments.
