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.
