Sales Operations & Logistics Manager

JOB MISSION

Are you ready to make a meaningful impact? We’re looking for a passionate and driven professional eager to help strengthen our Sales Operations & Logistics function while upholding our core values of beauty, ethics, and sustainability.

As our Sales Operations & Logistics Manager, you will be instrumental in ensuring the seamless execution of our end-to-end Sales Operations, Customer Care, and Logistics activities for our Dutch Business Unit located in Deventer (Netherlands). You will play a key role in enabling operational excellence, supporting commercial growth, and delivering an outstanding customer experience that reflects the Davines Group philosophy.

In this role, you will lead and develop the local Customer Care team, act as the primary operational liaison with external logistics partners, and collaborate closely with Sales, Finance, Demand Planning, E-commerce, and Marketing. Your efforts will directly contribute to efficient order fulfillment, optimized supply chain performance, and continuous process improvement, while safeguarding the values that define Davines. You will report directly to the Managing Director.

Through strong leadership, analytical thinking, and a hands-on mindset, you will foster a culture of accountability, collaboration, and continuous improvement. In doing so, you ensure that our operations not only run smoothly, but also actively support our mission to create a Good Life for All.

WHAT YOU WILL DO

The role combines people management, operational coordination, analytical thinking, and process improvement to ensure smooth day-to-day business operations and excellent customer satisfaction. In particular, this position includes the following responsibilities:

Team Leadership & Coordination

• Lead, coach, and develop the Customer Care team to foster a high-performing, customer-focused environment.
• Coordinate daily operations, workload planning, and task allocation to ensure operational continuity.
• Monitor team performance, service levels, and KPIs, ensuring targets and deadlines are achieved.
• Support training, and employee development.
• Act as the first point of escalation for operational and customer-related issues.

Customer Service Excellence

• Ensure professional, timely, and solution-oriented communication with customers and internal stakeholders.
• Oversee order management, returns, claims, complaints, contracts, and related administrative processes.
• Maintain high service standards and continuously improve customer satisfaction.
• Identify recurring customer issues and implement structural improvements.
• Support key accounts and commercial teams with operational expertise.

Operational & Administrative Coordination

• Coordinate back-office operations related to order processing and customer administration.
• Ensure accurate processing of customer orders, returns, credits, pricing, invoicing support, product availability, and customer master data.
• Monitor operational workflows and ensure alignment between Sales, Finance, Supply Chain, and Customer Care.
• Drive standardization and optimization of operational processes.

Process Improvement

• Identify and implement improvements in operational and customer care processes.

• Support automation initiatives and system enhancements.

• Maintain operational procedures, documentation, and service guidelines.

External Warehouse Management

• Act as the primary operational contact for the external warehouse partner (Bleckmann).

• Coordinate order fulfillment, delivery performance, returns, operational incidents, and logistics escalations.

• Monitor warehouse service levels and operational KPIs.

• Collaborate with logistics partners to ensure efficient and accurate order processing.

Logistics Coordination

• Coordinate and monitor inbound and outbound logistics activities.
• Align on transportation, stock issues, and delivery performance with the BU Demand Planner.
• Ensure proactive communication on logistics-related matters to customers and internal stakeholders.
• Contribute to continuous improvement of logistics processes.

Internal Collaboration

• Collaborate closely with Sales, Finance, Marketing, Demand Planning, and E-commerce to ensure operational excellence.
• Support commercial teams with operational expertise and customer insights.
• Facilitate effective communication between internal departments and logistics partners.

External Stakeholder Management

• Build and maintain strong relationships with external warehouse and logistics partners.
• Ensure alignment on operational expectations, service levels, and continuous improvement initiatives.