Finisterre
Wholesale Customer Operations Manager
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ABOUT THE ROLE
Finisterre's wholesale channel is growing fast with over 100 accounts across the UK and North America. We are now launching into Europe and onboarding with key retail partners in 2027, bringing a new level of growth and complexity to our operations. We need someone exceptional to own the operational engine that makes all this possible. As Wholesale Customer Operations Manager you will own the customer and order journey from end to end: account onboarding, compliance, order processing in Netsuite, SLA delivery, warehouse liaison, customer service and team leadership. You will manage two Admin Assistants, build the SOPs the function is currently missing, and become the operational escalation point across all three markets. This is a role for someone who loves the detail, thrives at pace, and wants to build something — not just maintain it.
KEY RESPONSIBILITIES
- Own order management end to end in Netsuite — from receipt through allocation, fulfilment and invoicing — to SLAs of 3–5 days (standard) and 2–3 days (Tier 1), with an error rate trending to zero.
- Own the EDI order management process end to end — overseeing the flow of orders received via Orderful into Netsuite, managing exceptions and failures, and ensuring all EDI-linked accounts are onboarded and trading without operational friction.
- Own the seasonal pre-order fulfilment planning process — collating confirmed orders via our B2B platform and EDI, mapping committed volume against stock quantities and inbound delivery dates, and directing the customer service team to communicate proactively with accounts on delays and shortages.
- Build, document and maintain SOPs for all order processing workflows, acting as the escalation point for exceptions, disputes and systemic issues.
- Own account onboarding operations — documentation, system setup and compliance checks across UK, EU and NA — ensuring new accounts are trading accurately and at pace.
- Maintain a rolling compliance audit across all active accounts in every market, flagging risks and escalating non-compliance to the Head of Wholesale.
- Produce the weekly ops dashboard and monthly performance report (by Day 5) — SLA attainment, credit memo rates, split shipments, order amendment volumes and error rates.
- Serve as the primary liaison with the warehouse and Operations & Logistics team — providing outbound volume forecasting and tracking dispatch performance with the 3PL.
- Own wholesale customer service standards, ensuring account queries are resolved within SLA and the admin team is trained to handle routine enquiries independently.
- Design and maintain a unified inbound communications process for regional managers and agents — a single channel for all enquiries, requests and exceptions, with full information captured at point of submission and clear visibility of status and response times across the queue.
- Own the shared communications infrastructure across the wholesale team — shared inbound mailbox, Asana (or equivalent) task management and inter-team workflow tooling — ensuring the channel has a consistent, trackable and scalable way to manage requests and actions between field and HQ.
- Provide the Channel Merchandiser with early visibility of supply constraints and fulfilment risks — flagging intake delays or allocation shortfalls that affect channel-level stock planning.
- Line manage two Wholesale Admin Assistants — providing direction, development and workload planning.
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WHAT YOU’LL BRING TO FINISTERRE
- Solid experience in a wholesale, customer operations or trade fulfilment role within a multi-channel fashion, outdoor or lifestyle business.
- Strong working knowledge of order management processes and B2B or trade platform operations — ideally including Netsuite or a comparable ERP.
- Experience building or formalising SOPs for an order management or fulfilment team.
- Proven track record of meeting or improving SLA targets in a high-volume order environment.
- Experience managing or supervising a small team, with confidence in the practicalities of line management.
- Meticulous attention to detail — precise about order accuracy, SLA tracking and error resolution.
- A builder's mindset — comfortable in a fast-growing function where not every process is fully defined, and energised by the opportunity to create structure.
- Standard hours are 9am–5.30pm, however the role requires some flexibility to support regular overlap with our North America team. This can be accommodated through a later start and later finish, a longer lunch break, or condensed hours. Evening meetings may be attended from the office or remotely.
- Genuine passion for the ocean, outdoor adventure or sustainable lifestyle brands, and clear alignment with Finisterre's B Corp values.
- Important: The successful candidate must, by the start of their employment, have permission to work in the UK. Please note that Finisterre are not licensed to sponsor overseas workers.
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WHAT YOU’LL RECEIVE FROM FINISTERRE
We are offering a full time, permanent contract, based at our Headquarters at Wheal Kitty, St Agnes, Cornwall. The standard hours on this role are 9:00am – 5:30pm, however the role requires some flexibility to support regular overlap with our North America team. We’ll invest in you with a competitive salary of £40,000 – £45,000, depending on your skills and experience.
But it’s not just a job. At Finisterre, we provide an opportunity to grow and develop yourself within at a fast-paced, growing B Corp certified brand with a great culture and an exciting purpose. You’ll get the chance to collaborate with a diverse community of people with a shared mission. In return, we take good care of you through a range of initiatives and rewards, including:
- 25 days holiday per year, plus up to 8 UK bank holidays (pro rata for part time employees)
- Additional holidays for length of service
- Your birthday day off
- Up to 3 days of paid volunteering – we will support you in giving back to communities and causes
- A discretionary bonus scheme, based on company performance
- An enhanced pension scheme with Scottish Widows
- 60% product discount for personal and gift use
- 30% Friends and Family product discount
- Enhanced Family Leave policies to support you in growing your family
- Life assurance with access to an online wellbeing platform which includes, an employee assistance program, virtual GP appointments, digital gym, and a range of perks
- Access to a range of wellbeing resources, including counselling services, cycle to work, eye tests, and wellbeing activities
- Regular company and team social events
- Various discounts from our B Corp community
- Access our online Learning Library and company-wide training sessions delivered by both internal and external trainers to support you in your ongoing development.
- An hour to spend in or by the sea every Tuesday followed by Sea Tuesday companywide meeting
And so much more!
Closing date: We’ll be interviewing as we go along, so we’d encourage you to submit your application at the earliest opportunity, as the role may close earlier than advertised.
Finisterre is committed to building diverse and inclusive teams. We celebrate difference and encourage everyone to join us and be themselves at work.
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