Customer Operations Manager

John Lewis Partnership; Lancashire; On-site; GBP 60,000 - 90,000; Full time

Job summary

John Lewis Partnership's Herbert Parkinson is seeking a senior operations leader to own the end-to-end customer journey—from initial enquiry through order placement to fulfillment and post-sale support—for a multi-channel portfolio. You will optimise workflows, leverage data and lead high-performing support teams to build scalable operations that deliver an exceptional customer experience.

You will partner with the commercial team to align customer operations with business aims, set clear KPIs

Responsibilities

• Own the end-to-end customer journey—from initial enquiry through order placement to fulfillment and post-sale support—for a multi-channel portfolio.
• Optimise workflows, leverage data and lead high-performing support teams to build scalable operations.
• Drive continuous improvement initiatives that protect margin and enhance customer experience.
• Set clear expectations and track performance with KPIs and SLAs, taking decisive action to resolve service failures.
• Collaborate with the commercial team to align customer operations with broader business objectives.

Job description

About the role At Herbert Parkinson, a proud and historic part of the John Lewis Partnership, we are embarking on an exciting transformation journey to secure our long-term success. By investing in state-of-the-art manufacturing capabilities, streamlining our operations, and creating broader, more fulfilling roles for our Partners, we are building a more sustainable and agile future. Join us as we continue to deliver exceptional quality and service for our customers while empowering our partners to thrive. In this role you will own the end-to-end customer journey-from initial enquiry through order placement to fulfillment and post-sale support for a multi-channel customer portfolio. You will optimise workflows, leverage data, and lead high-performing support teams to build efficient, scalable operations laying the groundwork for future growth & delivering an exceptional customer experience.

• 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
• 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
• Possess exemplary communication & relationship building skills, alongside excellent organisational and stakeholder management experience

Desirable skills/experience you may have

• Exposure to both Retail & B2B markets (Contracts)
• Comprehensive knowledge of soft furnishing industry - Made to measure (M2M) and Filled Goods
• Proven track record of managing projects; delivering project milestones on time and within scope
• Sounds knowledge of Continuous Improvement methodologies
• Relevant Project Management qualification - PRINCE2 or equivalent

We're the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We're not just employees, we're Partners, driven by our purpose to build a happier world. As we look to our future, there's never been a more exciting time to join us.

We're ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose. As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we're free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. As Partners, we make all the difference. And, we all own it.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.