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