Customer Service and Inventory Manager Lead service excellence, inventory integrity and operational performance across a growing, premium brand. At Koko Black Group, we believe in craft, curiosity and connection, and it all starts with how we deliver for our customers. We’re looking for a hands-on, commercially minded Customer Service & Inventory Manager to lead our customer service operations, order fulfilment and inventory performance across all channels. This is a critical role with strong cross-functional exposure, partnering with Planning & Logistics, Retail, Sales and Production teams to ensure seamless service delivery, accurate stock management and continuous operational improvement. Your Key Responsibilities As Customer Service & Inventory Manager, you will take ownership of service performance, inventory integrity and warehouse operations, ensuring we consistently deliver for our customers. You’ll: Lead customer service operations across Online, Retail and Corporate channels, ensuring orders are delivered accurately and on time Oversee sales order execution, dispatch planning and coordination with transport providers Own inventory accuracy, stock flow and warehouse performance, including stocktakes and cycle counts Monitor and improve service metrics (e.g. DIFOT/OTIF), identifying root causes and driving solutions Lead SLOB (slow moving & obsolete stock) management and reduction initiatives Drive reporting across customer service and operational performance to support decision-making Optimise processes, systems and ways of working to improve efficiency, cost and service outcomes Manage transport, inventory and operational costs, identifying opportunities for savings without impacting service Lead, coach and develop a team, fostering accountability and a high-performance culture About You Strong experience in customer service, logistics, inventory or supply chain leadership roles Proven ability to manage order fulfilment, warehouse operations and stock control Commercially minded with strong problem-solving and stakeholder management skills Experience working with service metrics, reporting and continuous improvement initiatives Confident leading teams and building capability in a fast-paced environment Highly organised, detail-focused and proactive in driving outcomes Ready to Make an Impact? This is your opportunity to play a key role in how we deliver exceptional customer experiences at scale, ensuring the right product gets to the right place, at the right time, every time.
