Customer Operations Manager - B2B

Marmion Ltd; Wakefield; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Excellent Company Culture

Onsite Gym

Free Onsite Parking

Plus More

Job summary

Marmion Ltd is seeking a Customer Operations Manager to lead the Sales Support function from Wakefield, with a focus on improving customer journeys, efficiency, and cross-team collaboration. The role reports to the Commercial Director and requires strong process discipline, and a hands-on leadership style.

You will manage two Team Leaders and 13 Executives, shaping strategy for services while driving continuous improvement across UK and international operations.

Qualifications

• Solid experience as a Customer Operations Manager or similar in a B2B environment.
• Strong people management and leadership experience.
• UK resident with unrestricted right to work in the UK.

Responsibilities

• Develop and set the strategic direction for Sales Support, aligning with leadership to improve processes and cost efficiencies.
• Lead two Team Leaders and 13 Executives; drive recruitment and development to raise performance and service quality.
• Oversee UK & International journeys, resolve escalations, ensure compliant service.
• Ensure effective use of internal systems and champion technology upgrades/transformation.
• Maintain high data accuracy across the team to improve service delivery and growth.
• Collaborate with Sales, Operations and other teams to streamline workflows and revenue.
• Define and track KPIs; use insights to drive continuous improvement and align with goals.
• Assist budget planning and optimise resources without compromising service quality.

Skills

People Management

Process Improvement

Data Analytics

Stakeholder Management

Budget Management

Customer Experience

Cross-Department Collaboration

Strategic Planning

Communication

B2B Sales Ops

CRM/ERP

Tools

CRM/ERP

Job description

Location: Wakefield , Yorkshire & the Humber

Our Promise

Thank you for taking an interest in the role advertised. We'd like to confirm that each CV received is read thoroughly by a trained consultant; if your application is shortlisted then you will be contacted via telephone in the first instance.
If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role.
However, we endeavour to consider all applicants for future opportunities; should you wish to speak to the named consultant about your application, please contact us directly.

Customer Operations Manager - B2B

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.
• 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.