Customer Experience & Operations Executive

STINE GOYA is looking for an experienced, structured and commercially minded Customer Experience & Operations Executive to manage and develop our customer service function across our international Wholesale (B2B) and E-commerce (B2C) businesses.

This is a hands-on role with Wholesale as the primary focus, ensuring efficient order management, professional customer service and strong relationships with our international wholesale partners, while maintaining a high standard of service for our e-commerce customers.

Reporting directly to the Head of Wholesale, with a dotted-line reporting relationship to the E-commerce Director, you will coordinate priorities and ensure smooth daily operations. Combining a hands-on approach with strong organizational skills and commercial awareness, you will optimize workflows, identify sales opportunities from available stock and contribute to the continued development of our customer service function, including the use of AI tools to improve efficiency and streamline processes.

Main responsibilities

• Manage and coordinate daily customer service operations across Wholesale (B2B) and E-commerce (B2C), with primary responsibility for the wholesale business.
• Ensure professional, proactive and personal communication with international wholesale partners and agents, building strong, long-term customer relationships.
• Manage the wholesale order process in Spy, including customer account setup, order entry, amendments and cancellations, monitoring open orders and handling claims and after-sales support.
• Work closely with Supply Chain/Logistics, Wholesale, Production and Finance to ensure accurate order processing, monitor deliveries and resolve customer-related issues.
• Monitor stock availability and inventory levels, proactively identifying and supporting OTB (Open-to-Buy) sales opportunities in close collaboration with the Wholesale Sales team.
• Proactively manage customer expectations regarding order status, delivery schedules, product availability and potential challenges.
• Oversee e-commerce customer service operations, ensuring efficient handling of customer inquiries, orders, deliveries, returns, refunds and complaints.
• Identify and implement improvements to customer service processes, systems and cross-functional collaboration, including opportunities to leverage AI tools.
• Ensure timely and accurate uploads of product master data and assets to wholesale partners.

The ideal candidate

• Substantial experience in B2B/wholesale customer service, preferably within an international fashion or lifestyle company.
• A strong understanding of wholesale order management, delivery coordination, customer claims and after-sales processes.
• A commercial mindset and the ability to identify sales opportunities through proactive stock monitoring and close collaboration with the Wholesale Sales team.
• A good understanding of e-commerce customer service and the requirements of serving direct consumers.
• Strong organizational skills and the ability to coordinate daily operations, manage multiple priorities and maintain an overview of ongoing activities.
• Strong Excel skills, including experience working with large datasets, and experience with B2B order management systems, ideally Spy.
• Strong communication and relationship-building skills, with a professional, personal and solution-oriented approach to customers and colleagues.
• A structured and detail-oriented approach, with the confidence to follow up, communicate priorities and keep processes moving.
• A proactive and improvement-oriented mindset, with an interest in using new technologies, including AI, to improve customer service processes.
• Fluency in English.

Application process

Please send the following to job@stinegoya.com with “Customer Experience & Operations Executive” in the subject line:

• Your CV.
• A cover letter of no more than one A4 page outlining your interest in the role and relevant experience.