Sales Operations Manager

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. The Manager of Sales Operations plays a critical leadership role within the Global Operations Team, acting as the connection point between our retailers and the wider business. This role goes beyond traditional order management - it ensures that the voice of the retailer is understood, represented, and acted upon across Planning, Distribution, Sales, IT and our 3PL Partners. This position is responsible for delivering a seamless end to end order to cash experience while also providing insight into retailer sentiment, operational performance, and emerging risks. By combining strong operational leadership with strategic thinking, this role helps protect retailer relationships, support revenue growth and drive continuous improvement across the organisation. The successful candidate will be a strong people leader, experienced in sales operations, customer service and account support, who can balance service excellence with insight led decision making and cross functional collaboration.

You'll be; Retailer Experience & Order-to-Cash Excellence Owning and continuously improving the end-to-end order-to-cash process, ensuring accuracy, transparency and reliability

Delivering a consistent and high-quality retailer experience across all touchpoints

Acting as an escalation point, resolving complex issues while strengthening retailer trust and relationships

Ensuring service delivery aligns with agreed SLAs and supports commercial objectives

Voice of the Retailer & Insight Generation Acting as a key conduit for retailer feedback, identifying trends, pain points and emerging risks

Providing structured insights into retailer experience and sentiment, revenue at risk, inventory and allocation challenges, and operational bottlenecks

Translating frontline insight into clear, actionable recommendations for internal stakeholders

Strategic Process Improvement Identifying and leading initiatives that improve scalability, efficiency and consistency across Sales Operations

Driving simplification, automation and system integration aligned with business growth

Partnering cross-functionally to improve processes, communication and execution across regions

Cross-Functional Business Partnership Collaborating closely with Planning, Distribution, Sales, Finance, IT and 3PL partners

Ensuring alignment between retailer needs and operational execution

Supporting product launches, allocations and market expansion through effective coordination

Team Leadership & Development Leading and developing the Key Accounts / Order Management team

Creating a culture focused on accountability, proactive problem-solving, continuous improvement and customer-centric thinking

Setting clear objectives aligned to both service outcomes and business impact

Risk Management & Operational Health Proactively identifying operational risks and implementing mitigation strategies

Ensuring strong governance across order processing, credit controls and returns

Monitoring key indicators such as backlog, stock availability and fulfilment performance

Core Responsibilities Overseeing daily order management and escalation handling

Monitoring and improving order accuracy, cycle time and service performance

Providing regular reporting on retailer experience, operational health and revenue impact

Leading or sponsoring system and process improvement initiatives

Supporting forecasting and demand planning through accurate order insights

Establishing and maintaining best practices for order management, returns and cancellations

Ensuring team capability through ongoing training and development

You'll have; Knowledge A strong understanding of order-to-cash processes and wholesale operations

Knowledge of sales operations, forecasting, and CRM/ERP systems

Strong data interpretation and insight-generation capabilities

An understanding of compliance, risk, and operational controls

Experience Proven experience leading customer service, key accounts, or sales operations teams

Experience driving process improvement and operational transformation initiatives

A track record of building strong cross-functional relationships with commercial and operational teams

Exposure to customer-facing environments and escalation management

Experience contributing to strategic initiatives and supporting business growth

Skills Strong analytical thinking skills, with the ability to convert operational data into meaningful insights

Sound decision-making capabilities, balancing customer needs with business priorities

Excellent communication skills, with the ability to influence and engage stakeholders at all levels

A proactive and solution-oriented approach to problem-solving

Strong leadership skills, with experience building high-performing and accountable teams

Behaviours A customer-centric mindset, acting as an advocate for the retailer experience

A strategic outlook, connecting day-to-day operations with long-term business goals

An insight-led approach, focusing on impact as well as activity

A collaborative style, building strong relationships across functions and regions

A continuous improvement mindset, actively identifying and driving meaningful change

Resilience and adaptability in a fast-paced, evolving environment

Please note: occasional travel to warehouses and other locations is required.