Sophie Smith

Business Operations Manager with experience overseeing supply chain, procurement, warehouse operations and logistics within a fast-paced retail environment. Proven track record of streamlining operational processes, managing supplier relationships and maintaining inventory accuracy while supporting a £5.4m retail business.

Operations Manager at Willow and Hall (2025-09 – Present)

Client & Business Operations

• Managed the end-to-end sales order lifecycle using Salesforce, Magento and PayPal, coordinating orders from placement through to fulfillment.
• Oversaw warehouse operations supporting a £360,000+ annual logistics and fulfillment budget, including inbound goods, inventory control and operational workflow.
• Oversaw the operational management of a £50,000+ annual sample fulfillment operation, maintaining inventory availability, coordinating replenishment and supporting efficient warehouse fulfillment.
• Managed supplier relationships and procurement for over £300,000 of annual fabric purchasing, ensuring stock availability, invoice approval and supplier performance.
• Oversaw inventory management across Magento and InFlow Inventory, maintaining stock accuracy through product uploads and regular stock reconciliation to support a £5.4m retail business.
• Produced weekly operational reports using Excel, analysing performance data to support business decisions.
• Approved supplier invoices and credit notes through ApprovalMax while managing supplier queries and documentation.
• Streamlined operational processes across purchasing, stock management and fulfillment to improve efficiency and reporting accuracy.

Career Break (2025-01 – 2025-06)

During this break, I travelled to eight countries across Europe, Asia and the Middle East. This was not only the adventure of a lifetime but helped me deepen my understanding of diverse cultures, broaden my global perspective, and overcome multiple personal fears, gaining a new sense of confidence.

Client Services & Operations at Willow and Hall (2023-09 – 2025-01)

• Managed customer orders, quotations and aftercare cases, ensuring a seamless end-to-end customer journey.
• Coordinated with suppliers, warehouses and third-party logistics providers to resolve operational issues and support order fulfillment.
• Managed trade enquiries, sales quotations and proformas while supporting the trade sales pipeline.
• Maintained website content and processed invoices, credit notes and finance applications using Magento, Omni Capital and DEKO Finance.
• Collaborated across operations, marketing and customer service teams to improve processes and enhance the customer experience.

Front of House Supervisor (PT) at Thai Upon Thames (2019-05 – 2025-06)

• Supervised front-of-house operations within a high-volume restaurant.
• Trained and supported new team members.
• Managed stock control, cash handling and daily reconciliations.
• Processed invoices and supported back-office administration using Xero.

Front of House Cashier (PT) at Thai Upon Thames (2017-10 – 2019-05)

Mystery Shopper (PT) at Multiple Companies: ProInsight, ServeLegal Ltd, Centrebound LTD (2021-10 – 2025-05)

• Carried out anonymous visits to evaluate customer service, store compliance, and cleanliness.
• Observed staff interactions, upselling techniques, and brand presentation.
• Produced comprehensive reports with objective observations and feedback, meeting strict deadlines.

Temporary Event Staff/Security (PT) at FPR Group (2022-07 – 2022-07)

Christmas Stylist Rehire (PT) at Jo Malone London (2019-11 – 2020-02)

Christmas Stylist (PT) at Jo Malone London (2018-11 – 2019-03)

BSc Hons in Criminology and Cybercrime – University of Portsmouth (2020-09 – 2023-07)

A Level in Biology, Psychology and Extended Project Qualification – Drayton Manor High School (2018-09 – 2020-06)

GCSE in 9 A*–C – The Green School for Girls (2013-08 – 2018-07)