Sales Operations and Customer Service Manager Turkiye

With more than 3,500 employees, Safilo Group is a global leader in the eyewear industry, designing, manufacturing and distributing sunglasses, optical frames and sports eyewear. Its portfolio includes proprietary brands such as Polaroid, Carrera and Smith, as well as licensed brands including BOSS, Tommy Hilfiger, Marc Jacobs, Carolina Herrera and others.

Safilo Türkiye is seeking an experienced and results-oriented Sales Operations and Customer Service Manager to join our team in Istanbul.

Position Purpose

The Sales Operations and Customer Service Manager will drive commercial effectiveness and operational excellence across the Turkish market. This role is responsible for sales planning and forecasting, commercial analytics, customer service and logistics performance, while ensuring the tools, processes and insights needed to support sales growth and customer satisfaction.

Acting as a key business partner to the Commercial Leadership Team, the role translates commercial objectives into operational actions and data-driven recommendations.

Key Responsibilities

Sales Planning & Forecasting

• Lead the sales planning, forecasting and budgeting processes for the Turkish market.

• Monitor performance against targets, identifying risks and growth opportunities.

• Coordinate demand planning activities with Sales, Finance, Trade Marketing and Global Supply Chain teams.

• Ensure alignment between commercial forecasts and supply planning.

Commercial Analytics & Reporting

• Develop and improve reporting tools, dashboards and KPIs.

• Analyze sales performance, customer trends, profitability and market developments.

• Provide recurring and ad hoc analyses to support decision-making and business performance.

Customer Service, Logistics & Operations

• Ensure high standards of customer service, logistics and order fulfilment.

• Monitor operational KPIs and implement improvement initiatives.

• Oversee showroom and sample management.

• Drive continuous improvement, process simplification and adoption of commercial systems and digital tools.

Leadership & Collaboration

• Lead and develop Customer Service and Logistics teams.

• Foster a culture of accountability, collaboration and continuous improvement.

• Partner closely with Sales, Marketing, Finance, IT and Global Commercial Operations teams to deliver business objectives.

Qualifications & Experience

• Bachelor's degree in Business Administration, Economics, Engineering, Supply Chain Management or a related field.

• 5-7 years of experience in Sales Operations, Commercial Planning, Sales Analytics, Demand Planning, Customer Service Management or similar functions.

• Previous people management experience is preferred.

• Experience in consumer goods, retail, fashion, FMCG, eyewear or related industries is an advantage.

• Strong understanding of sales planning, forecasting, customer management and commercial processes.

Skills

• Advanced Excel and MS Office skills.

• Experience with ERP and CRM systems (SAP, Salesforce, Microsoft Dynamics or equivalent).

• Strong analytical, reporting and problem-solving capabilities.

• Ability to translate data into actionable business recommendations.

• Strong stakeholder management, communication and project management skills.

• Proactive, customer-oriented and continuous improvement mindset.

• Fluent Turkish and English, both written and spoken.