Customer Operations Lead for Scalable Service & Growth

JOHN LEWIS; Darwen; Presencial; GBP 49.000 - 55.000; Jornada completa

Descripción de la vacante

Herbert Parkinson, part of the John Lewis Partnership, is seeking a Customer Operations Lead to own the end-to-end customer journey across multi-channel channels from enquiry to post-sale support. You will optimise workflows, leverage data, and lead high-performing teams to build scalable operations that deliver an exceptional customer experience.

Based at our Darwen, Lancashire office, you will collaborate with the commercial team to align operations with growth, set meaningful KPIs and SLAs,

Formación

• Proven track record of managing and developing customer service & support teams.
• Experience managing key accounts and building long-term client relationships.
• Ability to analyse customer operational metrics and KPIs to drive process improvements.
• Capacity to manage multiple priorities within a fast-paced environment.
• Strong communication and relationship-building skills.

Responsabilidades

• Manage workload and resource allocation to ensure all customer touchpoints are processed within SLAs.
• Collaborate with the commercial team to align operations with business objectives for scalable growth.
• Set clear expectations and track performance using KPIs and SLAs; address service failures.
• Drive continuous improvement initiatives to enhance efficiency and protect margins.
• Provide effective talent management for line reports and succession planning.

Conocimientos

Customer service leadership

Key account management

Data-driven decision making

Multi-tasking in fast-paced env

Stakeholder management

Descripción del empleo

Herbert Parkinson, part of the John Lewis Partnership, is seeking a Customer Operations Lead to own the end-to-end customer journey across multi-channel channels from enquiry to post-sale support. You will optimise workflows, leverage data, and lead high-performing teams to build scalable operations that deliver an exceptional customer experience.

Based at our Darwen, Lancashire office, you will collaborate with the commercial team to align operations with growth, set meaningful KPIs and SLAs,