Customer Service Operations Manager

We are looking for an experienced and passionate Customer Service Operations Manager to lead the development and delivery of a best-in-class service experience for our customers across our national store estate.

This is a highly visible leadership role focused on improving customer outcomes, embedding a culture of service excellence, and ensuring our retail colleagues have the skills, support, and confidence to deliver outstanding service every day.

Working closely with operational leaders, store teams, and central support functions, you will drive continuous improvement initiatives that enhance both customer satisfaction and colleague engagement while maintaining operational efficiency.

Responsibilities

• Developing and implementing customer service strategies that improve customer satisfaction and loyalty.
• Creating and embedding a customer-first culture across our retail and central operations.
• Identifying opportunities to improve the end-to-end customer journey and remove service barriers.
• Leading service improvement programmes using customer insight, feedback, and operational data.
• Partnering with retail leadership teams to drive consistent service standards across all locations.
• Designing and delivering service initiatives that increase colleague engagement and capability.
• Monitoring key service performance indicators and driving corrective actions where required.
• Championing continuous improvement, innovation, and best practice across customer service operations.
• Acting as a key advocate for the customer and ensuring customer needs are represented in business decisions.

Requirements

• Significant experience in a customer service, operations, or retail leadership role.
• A proven track record of delivering measurable improvements in customer satisfaction and service performance.
• Strong experience driving cultural change and colleague engagement within large operational teams.
• Excellent stakeholder management skills with the ability to influence at all levels.
• Strong analytical and problem-solving capabilities.
• Experience using customer insight and performance data to inform decision-making.
• A collaborative leadership style with the ability to inspire, coach, and develop others.
• A passion for creating exceptional experiences for both customers and colleagues.

What Success Looks Like

• Improved customer satisfaction and customer experience measures.
• Stronger service culture across retail teams.
• Increased colleague engagement and service capability.
• Consistent delivery of excellent service standards across all stores.
• Tangible improvements in operational efficiency and customer outcomes.

Benefits

• Discretionary company bonus
• Company pension up to 7% matched
• Company Car allowance of £5,700
• 15% colleague discount in store and online
• Free access to wellbeing services such as Stream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.