Customer Operations Lead - End-to-End CX & Growth

John Lewis plc; Darwen; On-site; GBP 49,000 - 73,000; Full time

Benefits offered by this job

Flexible working

Job summary

John Lewis Partnership is seeking a seasoned customer operations leader to own the end-to-end customer journey—from onboarding to post-sale support—for a multi-channel portfolio. You will optimise workflows, lead high-performing teams and align customer operations with growth objectives.

The role emphasises data-driven improvements, SLA adherence, and talent development to sustain exceptional service and margin protection across the business.

Qualifications

• Proven track record of managing and developing customer service & support teams.
• Demonstrable experience of managing key accounts and building long-term client relationships.
• Ability to analyse customer operational metrics and KPIs to drive actionable process improvement.
• The ability to manage multiple priorities within a fast-paced environment.
• Exemplary communication & relationship building skills, alongside excellent organisational and stakeholder management experience.

Responsibilities

• Manage workload and resource allocation to ensure all customer touchpoints—onboarding, quotations, orders, project management, enquiries, fulfillment, and post-sale support—are processed accurately within agreed SLAs while driving exceptional service delivery.
• Work with the commercial team to align customer operations with broader business objectives, actively building scalable customer operations that support rapid growth.
• Set clear expectations and track performance using meaningful KPIs and Service Level Agreements (SLAs), taking quick, decisive action to resolve service failures and restore operational standards.
• Drive continuous improvement initiatives across customer operations, identifying opportunities to improve efficiency, develop scalable operational processes & service frameworks to protect business margin & enhance overall customer experience.
• Effective talent management of line reports to identify individual goals and a route for succession.

Skills

Customer service leadership

Account management

KPIs analysis

Stakeholder management

Communication

Education

PRINCE2 certification

Tools

CRM software

Data analytics tools

Job description

John Lewis Partnership is seeking a seasoned customer operations leader to own the end-to-end customer journey—from onboarding to post-sale support—for a multi-channel portfolio. You will optimise workflows, lead high-performing teams and align customer operations with growth objectives.

The role emphasises data-driven improvements, SLA adherence, and talent development to sustain exceptional service and margin protection across the business.