# Customer Operations Manager

**Company**: Herbert Parkinson, part of the John Lewis Partnership
**Location**: Darwen, Lancashire
**Work arrangement**: onsite
**Experience**: senior
**Job type**: permanent
**Salary**: £48,600.00 - £72,900.00 Annual
**Category**: Customer Service
**Industry**: Retail

**Apply**: https://jlp.wd3.myworkdayjobs.com/en-US/JLPjobs_careers/job/Herbert-Parkinson/Customer-Operations-Manager_R-214787?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_ae1ae943-5a7

## Description

We're seeking a Customer Operations Manager to own the end-to-end customer journey for a multi-channel customer portfolio. You will optimise workflows, leverage data, and lead high-performing support teams to build efficient, scalable operations.

Responsibilities:

- Manage workload and resource allocation to ensure accurate processing of customer touchpoints within agreed SLAs

- Align customer operations with broader business objectives and build scalable customer operations

- Set clear expectations and track performance using KPIs and SLAs

- Drive continuous improvement initiatives across customer operations

- Effective talent management of line reports

Essential skills:

- Proven track record of managing customer service & support teams

- Experience of managing key accounts and building long-term client relationships

- Ability to analyse customer operational metrics and KPIs

- Exemplary communication & relationship building skills

Desirable skills:

- Exposure to Retail & B2B markets

- Knowledge of soft furnishing industry

- Proven track record of managing projects

- Comprehensive knowledge of Continuous Improvement methodologies

Benefits:

- Expected salary: £48,600 - £55,000

- Night Premium: £5.25 per hour for work between 22:00 - 06:00

- Flexible working arrangements

## Skills

### Required
- customer service
- team management
- data analysis
- communication
- relationship building

### Nice to have
- retail
- B2B markets
- soft furnishing industry
- project management
- continuous improvement

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Source: [Apply at jlp.wd3.myworkdayjobs.com](https://jlp.wd3.myworkdayjobs.com/en-US/JLPjobs_careers/job/Herbert-Parkinson/Customer-Operations-Manager_R-214787?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)