Assistant Manager, Customer Operations

Department:  Supply Chain

New York, New York (US-NY), US


Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.



This role is focused on the Retail and Wholesale channels; managing the order lifecycle from order entry to order management, monitoring inbounds to DC, overseeing the fulfilment, the EDI operations and aftersales following all the relevant processes and KPI’s to ensure the smooth flow of goods to Retail doors and Wholesale Customers within the region.  



  • Manage the complete sales order lifecycle, from order raising to dispatch of goods to customers & stores; ensure full support during markets to regional and corporate teams
  • Monitor transit and distribution times for retail stores as well as wholesale customers to ensure the agreed launch date in every country for deliveries is achieved
  • Produce accurate and detailed reporting to track retail and wholesale shipments and give visibility to key stakeholders (manager, wholesale, retail, finance, warehouse)
  • Be the key supply chain link/representative between the regional retail and wholesale teams and central supply chain for relevant customers
  • Ensure efficient and correct flow of information between supply chain and the regional teams with regards to availability of products and regional priorities
  • Monitor the order book for shortages, cancellations, returns, product withdrawals, and administrative changes
  • Provide the highest level of support directly to the wholesale customers via frequent delivery communication
  • Work closely with the Credit team highlighting any impact on the supply chain and on quarterly targets of the accounts kept on hold and feedback to the relevant parties
  • Coordinate with the warehouses, scheduling the picking process to ensure an adequate workflow while balancing available resources in consideration of business priorities and targets
  • Ensure team is appropriately trained to enforce compliance for relevant accounts
  • Collaborate with finance and manager to periodically review of global returns, commercial discounts and non-compliance penalties tracking them versus forecast
  • Oversee the withdrawals and recalls processes, making sure all the agreed steps are followed by the relevant teams (i.e. Quality, Legal, Communications, Stores, Retail Operations, Merchandising and WS Sales)
  • Review new EDI implementations and overall EDI strategy with the relevant teams


  • Strong verbal and written communication skills
  • Excellent organisational and managing skills
  • Time management skills to prioritise workload and multiple deadlines
  • Understanding of order lifecycle activities
  • Supply Chain and logistics knowledge and experience
  • Working knowledge of managing orders on SAP (AFS/IS Retail) or similar systems
  • Understanding of credit and accounts process
  • Highly analytical with advanced Excel skills and computer literacy
  • Ability to work under pressure and cope with tight deadlines
  • Demonstrates a high level of attention to detail and accuracy

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