Customer Operations Lead: Strategy, Service & Growth

MARMION; Wakefield; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Excellent Company Culture

Onsite Gym

Free Onsite Parking

Job summary

Marmion in Wakefield is seeking a Customer Operations Manager to lead the Sales Support function. You will set strategy, drive process improvements, and align activity with business goals to enhance service quality and revenue.

Reporting to the Commercial Director, you will manage 2 Team Leaders and 13 Executives, champion customer experience, data quality, and cross‑department collaboration while optimizing budgets and resources for sustainable growth.

Qualifications

• Solid experience as a Customer Operations Manager or similar in a B2B environment.
• Confident, inspiring, detail oriented and process driven.
• Strong people management: recruitment, coaching and performance management.
• Experience using data to report on KPIs and support decision making.
• UK resident with unrestricted right to work in the UK.
• Experience managing budgets and resources, ensuring service quality.

Responsibilities

• Set strategy for the Sales Support department and drive process improvements.
• Lead 2 Team Leaders and 13 Executives, overseeing recruitment and development.
• Oversee UK & International customer journeys, resolving escalations.
• Champion internal systems and advocate for technology upgrades/transformations.
• Maintain high data quality across the team and systems for effective service.
• Collaborate across Sales, Operations and other teams to streamline workflows.

Skills

Customer operations leadership

People management

KPI reporting

Budget/resource management

CRM/ERP proficiency

Right to work in UK

Tools

CRM/ERP systems

Job description

Marmion in Wakefield is seeking a Customer Operations Manager to lead the Sales Support function. You will set strategy, drive process improvements, and align activity with business goals to enhance service quality and revenue.

Reporting to the Commercial Director, you will manage 2 Team Leaders and 13 Executives, champion customer experience, data quality, and cross‑department collaboration while optimizing budgets and resources for sustainable growth.