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Customer Operations Manager (Supply Chain)


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


At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities. 


  • Manage the complete sales orders life cycle, from order raising to dispatch of goods to customers & stores 
  • Orchestrate the floorset launches and maximize the on time availability of products 
  • Act as the key supply chain link/representative with the regional planning and merchant teams and the integration point backwards from the region to the central supply chain 
  • To provide the highest level of support directly to the downstream customers 
  • To monitor for the order book for shortages, cancellations, returns, product withdrawals, executing regulatory changes 
  • Ensuring efficient and correct flow of information between supply chain and the regional teams with regards to availability of products and regional priorities 
  • Project managing the downstream critical path for the launch of capsule collections, ensuring standard execution across Retail 100% aligned to the launch of the show 
  • Monitor transit and distribution times for Retail stores as well as wholesale customers to ensure the agreed launch date in every country for new floorsets, capsule is achieved 
  • Working in partnership with the regional finance teams to set shipping targets and to track actual shipments ensuring monthly and quarterly targets are met 
  • Strong cooperation with the hubs, scheduling the picking process to ensure an adequate workflow while balancing available resources in consideration of business priorities and targets 
  • Collaborating with the transportation and customs teams to escalate problems related to shipments and collections and agree processes aimed at streamlining and quickening the preparations of shipping documents 
  • Ensuring full support during markets to the regional and corporate teams for order entry and any issue related to new product set up 
  • Periodical review of global returns, commercial discounts and non-compliance penalties tracking them versus forecast 
  • Seasonal analysis on order book cancellations, reviewing the most impactful reasons with the relevant teams 
  • Team management: 


  • Ensuring consistency in the ways of working, stimulating sharing of knowledge and best practices among the regional teams 

  • Setting teams' objectives and KPIs in line with supply chain guidelines and strategy and periodically monitor the team performance and achievements 

  • Establishing standard of communication for the regional teams to follow with internal and external parties 

  • Focusing on team members' development, ensuring people can grow professionally to fulfil their potential 

  • Work in cooperation with supply chain finance team for the preparation of the team annual budget for salaries and rewards, travel expenses and other expenditures 


  • Excellent organizational skills and meticulous attention to detail 
  • Excellent communication skills both verbal and in writing 
  • Strong Analytical skills, Microsoft software skills 
  • Advanced Microsoft Excel skills 
  • Ability to work with data BI 
  • Ability to work well in a team 
  • Ability to work in a fast paced environment, in a self-motivated and self-directed manner  



  • Expected base salary for the role will generally be between $91,000 and $115,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.
  • This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.


Job Segment: Supply Chain, Supply Chain Manager, Supply, Operations Manager, Compliance, Operations, Legal

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