Customer Service Manager

About the role

Join Lacoste’s UK & Ireland Supply Chain and Merchandising team as the Customer Service Manager. Reporting to the Senior Supply Chain & Merchandising Director, you will oversee wholesale customer service operations, ensuring orders are processed efficiently and customers receive exceptional service.

Key responsibilities

• Lead, coach and develop the Customer Service team across wholesale channels, fostering a high‑performing environment.
• Own the wholesale order book, guaranteeing timely execution and adapting global supply‑chain processes for the UK & Ireland market.
• Build and maintain strong relationships with wholesale customers, Sales, Finance, Logistics, Market Operations and warehouse partners.
• Monitor KPIs, support financial planning, credit management and proactively identify risks and opportunities.
• Drive continuous improvement through better systems, communication tools, processes and smart‑working solutions, collaborating with UK and France teams.

Required profile

• Proven experience leading customer service or wholesale support teams.
• Strong stakeholder management skills across sales, finance, logistics and operations.
• Analytical mindset with ability to track performance metrics and manage risk.
• Excellent communication and collaborative abilities to work with cross‑functional teams in the UK and France.

Required skills

What we offer

• Competitive salary £50,000‑£55,000 plus bonus.
• Hybrid working (3 days office in London, 2 days remote).
• 25 days holiday plus Retail Trust holidays.
• Private healthcare (optional), employee assistance programme and regular wellbeing activities.
• Employee discount up to 65% on Lacoste products and internal mobility within the MF Brands Group.