Customer Operations Manager

Splend; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company in the automotive sector is seeking a Customer Operations Manager to oversee post-sale customer experience and manage a team. The role focuses on enhancing customer satisfaction and operational efficiency, requiring strong leadership skills and a customer-first mindset. Join a dynamic team dedicated to transforming vehicle ownership and promoting green mobility.

Benefits

Performance Based Bonus

Flexi Leave

Paid Sick Days

Wellbeing Support

Health Insurance

Wellness Allowance

Qualifications

• Proven experience leading operational or customer service teams.
• Deep understanding of customer lifecycle operations.
• Strong leadership and people management skills.

Responsibilities

• Lead and develop a high-performing team focused on customer service.
• Manage the end-to-end post-sale customer journey.
• Drive process improvements to enhance efficiency.

Skills

Leadership

Problem-Solving

Communication

Tools

CRM

Scheduling Tools

Job description

About us

At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.

But we aren’t just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.

About the role

As the Customer Operations Manager at Splend, you are the strategic and operational leader responsible for overseeing the customer experience post-sale across your designated hub. You will lead and develop a team of Onboarding Coordinators to deliver exceptional service, manage complex customer journeys, and drive continuous improvement in operational efficiency.

This role, based out of our Cricklewood location, requires a customer-first mindset, strong leadership capability, and a deep understanding of fleet and hub operations. Your focus is on creating a best-in-class ownership experience that promotes retention, loyalty, and scalable customer success.

Responsibilities

• Lead, coach, and develop a high-performing team, fostering accountability, growth, and a customer focused culture.
• Set clear team objectives aligned with business goals and deliver structured feedback through regular 1:1s and performance reviews.
• Manage the end-to-end post-sale customer journey, ensuring consistent, high-quality service across onboarding, inquiries, returns, and exchanges.
• Act as the voice of the customer within the business, identifying and addressing pain points to improve satisfaction and retention.
• Oversee day-to-day hub operations, including fleet readiness, scheduling, and service coordination, to ensure seamless customer support.
• Plan and manage team resources and workflows, resolving escalations and minimizing service disruptions.
• Collaborate cross-functionally with Sales and Fleet teams to align on customer needs and resolve operational issues.
• Drive process improvements to enhance efficiency and customer experience, including identifying opportunities for innovation and automation.
• Monitor key performance metrics (e.g., NPS, retention, resolution times) and report on trends to inform strategic decisions.
• Support the implementation of initiatives aligned with Splend’s customer success and growth objectives.

What you'll bring

• Proven experience leading operational or customer service teams in a retail, automotive, or subscription-based environment.
• Strong leadership and people management skills with a track record of team development and performance management, inspiring confidence and trust.
• Deep understanding of customer lifecycle operations, ideally in a high-volume or service-driven setting.
• Excellent problem-solving and decision-making abilities, with a calm, professional approach under pressure.
• Outstanding interpersonal and communication skills, with the ability to engage effectively with customers and internal teams.
• Proficiency with operational systems (e.g., CRM, scheduling tools, dashboards).
• Highly organized with strong attention to detail and the ability to manage competing priorities.
• Innovative thinker who seeks better ways of doing things and embraces change.
• Commercially aware with an understanding of how operations support business growth and retention.
• Comfortable commuting daily to our Cricklewood hub (and around North London as we grow)

What we offer

• Performance Based Bonus with rewards tied to your impact
• 5additional days of flexi leave to recharge
• 5 fully paid sick days per year
• Wellbeing Support with access to confidential counselling through our EAP
• Access to our dedicated platform to support career growth
• Health insurance and a monthly wellness allowance

Splend is a dynamic growth company driven a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.

At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.

When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.