Finance Manager – Gross Margin B2B  

Leeds / Hybrid - 3 days per week in the office  

 About the Role  

At SharkNinja, we innovate fast and execute with precision. As Finance Manager for our B2B channel, you’ll own the gross margin accounting and internal reporting processes that power strategic decisions for some of our most critical partnerships. This role is about more than numbers—it’s about driving insight, influencing outcomes, and ensuring we deliver profitable growth in a dynamic marketplace.  

• Lead B2B Margin Accounting: Manage accurate and timely accounting for gross margin across B2B channels, including cost of goods sold, rebates, and promotional spend.  

• Deliver High-Impact Reporting: Produce internal reports that highlight performance drivers and actionable insights for leadership and commercial teams, focusing on risks & opportunities to the P&L in the revenue deductions space.  

• Partner with Commercial & Operations: Collaborate closely with Sales, Supply Chain, and FP&A teams to understand margin impacts and optimise gross margin reporting.  

• Balance sheet reporting: Interrogate and challenge GM accrual balances and look for areas where reporting clarity and general balance sheet health can be optimised.  

• Drive Process Excellence: Identify opportunities to automate, streamline, and enhance reporting accuracy and speed.  

• Internal Controls: Own internal reporting controls and be the first level of review within your area, ensuring all key controls have SOX compliant preparer and reviewer procedures.  

• Manage and Mentor a Team: fostering a culture of accountability, growth and collaboration. 

What You’ll Bring  

• Experience: 5+ years in finance/accounting roles, ideally with exposure to B2B or e-commerce channels.  

• Technical Skills: Strong knowledge of gross margin accounting, trade terms, and promotional spend. Advanced Excel; ERP experience (Oracle or similar) preferred. Strong knowledge of IFRS15 and Sarbanes-Oxley Act (SOX) is preferred.  

• Commercial Acumen: Ability to link financial performance to business drivers and influence decision-making.  

• Analytical Mindset: Skilled at interpreting complex data and presenting clear, actionable insights.  

• Agility & Drive: Thrive in a fast-paced, high-growth environment with a proactive, results-oriented approach.  

• Qualification: Fully qualified accountant in any of CIMA, ACCA, ACA, or equivalent.  

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Regional Manager, CX Support Operations — EMEA 

Leeds / Hybrid - 3 days from office 

About the role: 

You will be the EMEA execution lead for CX Support Operations — owning day-to-day operational delivery and running a ‘Find It | Fix It’ rapid action cadence to spot smoke, remove friction, and protect the post purchase consumer experience. 

This is a hands-on operator role: you will run daily controls and tasking, translate Cx insights into clear defect hypotheses, and drive fast cross-functional fixes with Logistics, DTC/eCommerce, Finance, Fraud, Technology/IT and CX Delivery partners. 

What You’ll Own 

EMEA day-to-day operational execution 

• Run daily/weekly operational routines that keep order support healthy across EMEA markets. 

• Lead triage and prioritisation of live order issues (payments, refunds, returns, carrier escalations, backorders, order corrections, address changes, exception handling). 

• Own the EMEA escalation pathway for operational defects and exceptions: clear intake, severity rules, updates, and closure criteria. 

• Maintain operational controls that reduce risk exposure and consumer harm. 

Find It | Fix It (rapid action continuous improvement) 

• Operate a repeatable ‘Find It | Fix It’ cycle: 

• Find It: detect smoke via Cx signals (contacts, defect tags, WISMO, payment failure trends, refund ageing, carrier scan anomalies, backlog aging). 

• Fix It: drive rapid root-cause, propose the smallest effective fix, mobilise the right partners, confirm impact, then standardise. 

• Build and manage the EMEA defect backlog (what it is, why it matters, who owns it, by when, and how we’ll measure improvement). 

• Drive closure of recurring defects by fixing process, policy, content, tooling, or partner handoffs. 

CX data → insight → action 

• Use CX operational and contact data to: 

• Identify friction and failure demand. 

• Quantify impact (contacts, cost, refunds, SLA misses, delivery promise performance). 

• Prioritise the backlog with clear rationale. 

• Create simple, trusted reporting that tells the story: “what’s broken, what we’re doing, what moved.” 

Partner leadership across EMEA 

• Act as the day-to-day operational partner for Logistics, DTC/eCommerce, Finance, Fraud, and Technology. 

• Create clear working agreements for: 

• Escalations and incident response 

• Ownership of fixes 

• Release/rollout comms to CX Delivery 

• Documentation and training 

Standards, documentation, and enablement 

• Maintain EMEA process and policy documentation (SOPs, playbooks, escalation guides). 

• Enable front-line and Tier 2 teams through: 

• Clear workflows and decision trees 

• Templates/macros/content updates 

• Targeted training for new changes 

Key Relationships 

• Director, Cx Support Operations (manager): priorities, escalation, governance, performance. 

• CX Delivery leaders (BPO and/or in-house): operational outcomes, readiness, training, defect feedback loop. 

• Logistics / Supply Chain / Carriers: delivery exceptions, claims, scan issues, warehouse exceptions. 

• DTC/eCommerce & Order Management: order flows, promise rules, promotions, cancellations, substitutions. 

• Finance / Payments / Fraud: disputes, chargebacks, failed payments, refund controls, risk. 

• Technology / IT / CX Systems: incident response, access governance inputs, defect remediation. 

What Success Looks Like  

Operational control: daily routines in place; escalations are predictable, fast, and closed with clear outcomes. 

• Friction reduction: measurable reduction in EMEA order-related contacts (WISMO, refunds, payment failures, delivery exceptions). 

• Defect closure: an EMEA defect backlog exists with owners and dates; recurring issues are reduced and prevented. 

• Speed to fix: time from ‘smoke spotted’ → ‘fix released’ decreases; fewer repeat incidents. 

• Partner confidence: Logistics/DTC/Finance/IT partners trust the process and see clear value in prioritisation and communication. 

• Team enablement: front-line teams have better tooling, SOPs, and training; less manual firefighting. 

Required Experience 

• 5+ years in CX Operations / Postpurchase operations / eCommerce operations / Logistics exception management. 

• Proven experience running daily operational routines and handling live escalations. 

• Strong analytical capability: turning operational/contact data into clear priorities and actions. 

• Track record delivering process improvement in a matrix environment. 

• Comfort working across multiple EMEA markets and nuances. 

Preferred Experience 

• DTC or omnichannel retail experience. 

• Exposure to OMS/CRM and contact center tooling (no deep engineering required). 

• Experience working with payments (Klarna/PayPal/Braintree), refunds/returns, and carrier escalation paths. 

• Experience operating incident response / defect management cadence. 

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