Customer Service Manager

Start date: September 2026Join the Lacoste Team as our Customer service Manager!

Reporting to: Senior Supply Chain & Merchandising DirectorHybrid working: London office / home (3:2)At Lacoste, we believe that everyone brings a unique touch to our collective spirit. Here, we are passionate teams, united by the same values. Together, we create memorable experiences for our customers by inspiring and connecting with them.

Both universal and timeless, the brand brings together cultures and generations. Elevating the crocodile as a rallying sign, to grow, inspire, and make a lasting impact in the world of fashion and retail.

As our Customer Service Manager, you will play a pivotal role within the UK & Ireland Supply Chain and Merchandising team, ensuring the seamless execution of supply chain systems and customer service operations.

You will lead a talented team while partnering closely with Sales, Finance, Logistics, Market Operations, and our teams in France to deliver operational excellence and support the achievement of our commercial ambitions.

Your Responsibilities

• Lead & Develop the Customer Service Team: Manage, coach, and support the Customer Service team across wholesale channels, fostering a high-performing and collaborative environment.
• Drive Order Book & Operational Excellence: Own the wholesale order book, ensuring timely execution of customer orders while adapting and implementing global supply chain processes for the UK & Ireland market.
• Build Strong Customer & Stakeholder Partnerships: Develop effective relationships with key wholesale customers, Sales, Finance, Logistics, Market Operations, and warehouse partners to deliver exceptional service.
• Manage Business Performance & Risk: Monitor KPIs, support financial planning and credit management, and proactively identify and report risks and opportunities to the business.
• Deliver Continuous Improvement: Drive efficiencies through improved systems, communication tools, processes, and smart working solutions while strengthening partnerships with UK and France teams.
• Why join Lacoste?

Working at

Lacoste means…Representing an iconic brand that’s part of the MF Brands Group, alongside Aigle, Gant, and Tecnifibre, paving the way for exciting internal mobility opportunities. Joining a team that values personal and collective development, where everyone is encouraged to grow and evolve. Balancing passion and well-being, because we believe that everyone needs time to recharge.

Embracing our Durable Elegance approach – placing our products and value chain at the heart of our sustainability ambitions, with a mission to elevate them to environmental excellence. As well as fostering social inclusion by making equal opportunities a reality through impactful opportunitiesRewards &

Benefits

• Package: £50k - £55k + Bonus Health & Wellbeing: Regular team activities (e.g. run club, yoga), Private Healthcare (optional), Employee Assist Programme with the Retail Trust Holidays: 25 days per year
• Swag: up to 65% off Lacoste products Learning & Development: Continuous support on your learning journey from day one
• Parenthood: Enhanced family leave and pay from day one, paid Assisted Conception leave
• Extras: Employee Referral, Long Service Award, Social Committee events
• Ready to join a unique adventure? 1st step: Apply now and live the Lacoste candidate experience 2nd step: First call with the Talent Acquisition Business Partner 3rd step: Teams interview with the Senior Supply Chain & Merchandising Director4th step: In person interview with presentation with the Senior Supply Chain & HR Director5th step: Accept the challenge and become a Lacoste teammate!

We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application, feel free to get in touch with us by email uktalent@lacoste.com (please include 'Workplace Adjustments' in the subject line).

Your ProfileShare the same values: Play as One Team | Play with Elegance | Play by Daring | Play with TenacityProven Leadership Experience: Successful experience as a Customer Service Manager or Customer Service Lead, with a strong ability to motivate teams, drive performance, and deliver operational excellence.

Customer Service & Supply Chain Expertise: Strong understanding of wholesale customer service, order management, logistics, and supply chain operations, with the ability to balance customer satisfaction and business priorities.

Exceptional Communication & Collaboration: Excellent written and verbal communication skills, with a collaborative mindset and the ability to build strong relationships with customers, partners, and cross-functional teams.

Solution-Oriented & Continuous Improvement Mindset: Proactive, analytical, and open-minded, with the ability to identify opportunities, solve problems, challenge existing processes, and implement smarter ways of working.

Systems & Operational Knowledge: Strong proficiency in Microsoft Office, particularly Excel, with SAP knowledge and experience working with external 3PL warehouse providers being highly desirable.