Head of Customer Operations

  • Job Reference: 1333
  • Date Posted: 20 March 2021
  • Recruiter: Supply Chain People Ltd
  • Location: Northampton
  • Salary: On Application
  • Sector: Retail, FMCG, Manufacturing
  • Job Type: Permanent
  • Work Hours: Full Time
  • Contact: Barbara Robertson
  • Email: barbara@supplychainpeople.co.uk

Job Description

Head of Customer Operations

Reporting to the MD, this role is responsible for the leadership and direction of the end to end customer journey, including; Customer Service (order processing through to invoicing), supply chain, warehouse and logistics, H&S, and IT.  The company is an award-winning international consumer goods brand, growing at a rapid pace, providing eco-products to retailers and eCommerce customers internationally.  You will have experience of developing the customer journey through multichannel sales operations and delivery, transforming processes, and ensuring excellent service to international retail, wholesale and direct to consumer channels for this scaling operation.

The remit is broad and demands the capability to deliver within a fast-paced medium sized international business.  As a key member of the senior leadership team, you are responsible for leading your functions on strategic and operational matters ensuring that your teams work seamlessly together whilst providing customers with an exceptional experience.

Responsibilities:

  • Design and develop the overall operations strategy that supports the company projected growth plans and the end-to-end customer journey, Responsible for circa 40 staff. Scaling x10 in 5 years.
  • Transformation of customer service operations to ensure a scalable international operation.
  • Oversee the management of the Operations budgets, working with the respective lead on forecasting all Operations department needs and ensuring that budgets for those needs are always adhered to.
  • Development & delivery of integrated processes to achieve optimal organisational performance.
  • Take the lead on projects and generate ideas and implement how the company can work more effectively and efficiently.
  • Anticipate, understand, and respond to the needs of internal and external clients to provide an exceptional experience.
  • Provide leadership and direction to and work collaboratively with the Warehouse and Logistics.
  • Oversee the Health and Safety Manager in the development and execution of robust Health and Safety Plans.
  • Oversee the IT Manager in the development and execution of the IT strategy for the business.
  • Be the lead for Data Protection and freedom of information issues.
  • Anticipate, understand, and respond to the needs of internal and external clients to provide an exceptional experience.

Ideally, you’ll have 7 years + leadership experience in a fast-paced and evolving environment with a proven track record of designing and delivering operational strategies achieving demonstrable results.  You’ll be proactive, resilient and operationally hands on; be able to influence at all levels and work autonomously.  Knowledge is required in quality processes, continuous improvement, S&OP and MRP/ERP.

Salary is £60,000 - £70,000 + benefits. 

General Manager, Sales Operations Director, Operations Director, Customer Director, Customer Supply Chain, Order Fulfilment, Operations Strategy.

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