Job Specifications
Operations Manager
Location: Shoreditch, London (Hybrid – minimum 3 days in office)
SILKE London is looking for an organised, detail-driven Operations Manager to lead our customer operations, supply chain, and fulfilment functions across both DTC and B2B channels.
This is a critical role within a fast-growing, premium brand - ideal for someone ambitious, who thrives in a dynamic environment, enjoys building strong systems, analytical, results-driven and takes pride in operational excellence.
About us
SILKE London is a global, award-winning, and fashion-forward hair care company, founded by London hairstylist Maria Sotiriou. We were the first 100% silk hair tools brand to launch in 2016, pioneering an entirely new category in beauty.
Today, our mission is to create impeccably designed non-electrical hair tools that nurture hair health and routines of self-love, and to be the global leader in this space.
Our products are sold direct-to-consumer at silkelondon.com and through leading retailers such as Sephora, Harrods, Cult Beauty, LookFantastic, Boots, Revolve, and more.
As seen in Vogue, ELLE, Refinery29, Grazia, Marie-Claire, Cosmopolitan & more.
What You’ll Be Responsible For
Customer Operations & Order Management
Manage end-to-end order processing for our eCommerce and B2B channels, ensuring orders, returns, and exchanges are handled accurately and within agreed SLAs.
Own the customer service function, ensuring a high-quality, responsive customer experience.
Manage returns workflows and ensure cost-effective, compliant handling.
Identify and resolve order issues and escalations quickly, communicating clearly with all stakeholders.
Retail & B2B Partner Management
Build and maintain strong relationships with B2B retail partners and their Supply Chain / EDI teams.
Manage purchase order processes, EDI platforms, invoicing, and shipment confirmations.
Ensure all shipped orders are accurately invoiced and closed.
Act as the main operational point of contact for key retail partners.
Supply Chain, Inventory & Forecasting
Own inventory forecasting and demand planning across DTC and B2B channels.
Execute ordering and forecasting processes.
Place purchase orders with suppliers, negotiating pricing and terms to ensure cost efficiency.
Monitor stock levels to balance availability, cash flow, and stock-holding efficiency.
Identify supply chain risks and lead mitigation strategies.
Fulfilment & Logistics
Manage relationships with fulfilment centres and third-party logistics partners.
Coordinate all inbound stock deliveries to fulfilment centres, ensuring accuracy and timeliness.
Ensure smooth outbound fulfilment performance and service levels.
Proactively troubleshoot delivery or logistics issues.
Reporting, Process & Improvement
Lead month-end operations reporting, including sales, inventory, and fulfilment metrics.
Maintain and update Sales Order Management SOPs, ensuring best practices are followed.
Drive cross-functional alignment by clearly communicating processes and changes.
Lead initiatives to improve operational efficiency, scalability, and cost control.
Who We’re Looking For
Must-Haves
Bachelor’s degree.
3+ years’ experience in Operations, Supply chain and Logistics.
Strong commercial acumen and understanding of customer service best practices.
Excellent attention to detail with strong problem-solving skills.
Advanced skills and confidence working with data and forecasts.
Experience using Shopify and Microsoft Office, specifically advanced Excel skills.
Familiarity with retailer EDI platforms.
Comfortable working in a hybrid environment (minimum 3 days per week in our Central London office).
You’ll Thrive Here If You…
Can confidently manage daily operational execution while driving longer-term improvements.
Are highly organised, analytical, and naturally look for ways to maximise value and efficiency.
Communicate clearly, confidently, and calmly with suppliers, partners, and internal teams.
Are comfortable navigating ambiguity in a high-growth environment.
Take ownership, act proactively, and enjoy building structure as the business scales.
Why SILKE London
You’ll be joining a founder-led, premium brand at an exciting stage of growth - where your work will have real impact across the business. This role offers the opportunity to shape operations, build strong partnerships, and help scale a brand built on quality, intention, and care.
What we offer
25 days holiday + bank holidays + your birthday off
Flexible hybrid working (dedicated WFH days)
Staff discount on all SILKE products
Pension scheme with employer contribution
Freedom to take on new projects, with budget available for relevant learning, training, and development opportunities. If it supports you in your role, we’ll invest in it.
Huge growth potential within a high-profile, global brand
About the Company
Dedicated to empowering women with the products and advice they need, to treat their hair with the love and respect it deserves.
It doesn’t matter how much you steam, style, spritz and spray, there is no beating having naturally strong, shiny and voluminous hair.
After all, the beauty of your hair depends on its health.
That's why we combine our expert knowledge and centuries of hair care secrets to develop products that wholly and without exception love, respect and improve the architecture of your hair, so it looks am...
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