Customer Operations Manager - B2B

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

Benefits offered by this job

Onsite gym

Free onsite parking

Excellent company culture

Job summary

Marmion in Wakefield is seeking a Customer Operations Manager to lead the Sales Support function onsite. Reporting to the Commercial Director, you will set strategy and drive efficiency, service quality, and revenue growth.

You will manage two Team Leaders and 13 Sales Support Executives, recruit and coach talent, and collaborate across Sales and Operations. The role emphasizes process improvements and stakeholder engagement.

Qualifications

• Solid experience as a Customer Operations Manager, Sales Operations Manager, or Sales Support Manager in a B2B environment.
• Experience with manufacturing or distribution of physical products.
• Strong leadership and people-management capabilities.
• Proven ability to improve processes and drive customer satisfaction.
• Proficient in using CRM/ERP systems and data to report on KPIs.

Responsibilities

• Develop and set the strategic direction for the Sales Support department.
• Lead two Team Leaders and 13 Sales Support Executives; recruit, coach and develop staff.
• Oversee UK and international customer journeys and resolve escalations.
• Champion internal systems upgrades and ensure accurate data recording.
• Define KPIs, monitor performance, and drive continuous improvement.
• Manage budget planning and optimal resource allocation.

Skills

People management

Strategic leadership

Process improvement

KPI reporting

Customer experience management

Escalation handling

Stakeholder management

CRM/ERP proficiency

Tools

CRM/ERP systems

Job description

Compensation & Salary: Above Market Rate (available upon request)

Location: Wakefield (Onsite)

Additional Info: Excellent Company Culture | Onsite Gym | Free Onsite Parking | + More

Due to the nature of our roles, candidates must be a UK resident residing within commutable distance to Wakefield, West Yorkshire. Please note that we are unable to provide visa sponsorship for this role. Applicants must have the right to work in the UK for the duration of the role without requiring sponsorship.

The Role:

Reporting to the Commercial Director, the Customer Operations Manager will be highly process driven and detail oriented, whilst being an inspiring and approachable leader. You will set the strategy for the department, aligning activity with business goals whilst improving efficiency, service quality and team performance. With a continuous improvement mindset, you will streamline processes, encourage collaboration across teams and support initiatives that enhance customer satisfaction and sustainable sales growth.

• Strategy: Develop &set the strategic direction for the Sales Support department, working closely with the Senior Leadership team to identify and implement process improvements, service enhancements, and cost efficiencies.
• Leadership & People Management: Mange 2 Team Leaders and indirectly manage 13 Sales Support Executives. Lead recruitment, coaching and development to drive performance, customer satisfaction and operational excellence.
• Customer Experience & Escalations: Oversee UK & International customer journeys, resolving escalations and ensuring a seamless, compliant service.
• Internal Systems & Technologies: Ensure teams’ effective and accurate use of the internal systems and act as a champion for any technology upgrades/transformations.
• Data Quality: Consistently maintain a high standard of data accuracy across the team, ensuring all information and activity is efficiently recorded within the appropriate systems to improve service delivery and support business growth.
• Cross-Departmental Collaboration: Work collaboratively with Sales, Operations and other internal teams, streamlining workflows to enhance customer experience and drive revenue.
• Reporting: Define, track, and evaluate measurements of success & KPIs, using insights to drive continuous improvement, and align team efforts with strategic goals.
• Budget & Resources: Support budget planning, monitor spend and optimise resources without compromising service quality.

Skills & Experience:

• Solid experience as a Customer Operations Manager, Sales Operations Manager, or Sales Support Manager or similar, within a B2B environment is essential.
• Experience working within a business that manufactures/sells physical products e.g electrical hardware, IT hardware, or similar bespoke goods.
• Confident, inspiring, detail oriented, and process driven character is essential.
• Strong people management & leadership experience; recruiting, coaching, and managing the performance of a department.
• Confident acting as an escalation point, with experience handling and resolving complex issues whilst protecting customer relationships.
• Experience working with data to report on KPIs, and support decision making to improve processes, increase efficiency and enhance customer experience.
• Extensive professional experience using/working with an internal CRM/ERP. experience working with data to report on KPIs and support decision making.
• Excellent communicator with the ability to build and manage stakeholder relationships and work comfortably across different departments.
• Experience managing budgets/resources, with an understanding of how to maximise service efficiency.
• UK resident with unrestricted right to work in the UK.

Our Client Is a Yorkshire-based, privately owned manufacturer & supplier of cutting-edge power solutions, serving clients globally. With a focus on innovation and sustainability, their products are designed, developed, and produced by the team in West Yorkshire, aiming to create collaborative spaces for commercial and public use.

For more on Marmion, check out our 5* reviews on Trustpilot & Google.

Thank you for your interest. We carefully review every CV and will contact shortlisted applicants by phone or email. If you don't hear from us within 5 working days, unfortunately your application hasn't been successful on this occasion.