Customer Operations Manager — FMCG Growth & Forecasting

Border Biscuits Ltd; Lanark; Remote; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Professional growth opportunities

Development programs

Dynamic working environment

Free counselling and support services

Free 24/7 GP helpline

Optional salary sacrifice schemes

Volunteer opportunities in Lanark

Job summary

Border Biscuits Ltd in Lanark seeks an experienced Commercial Customer Operations Manager to drive service excellence, accurate demand planning and profitable growth across UK Foodservice and Out of Home channels. You will lead the sales operations team, collaborating with senior stakeholders to optimise customer outcomes and supply chain efficiency.

The role requires strong forecasting, data analysis and ERP/CRM experience, with a proactive, detail‑driven mindset and excellent cross‑functional

Qualifications

• Experience in customer service management, commercial operations, logistics, supply chain or account support.
• Experience in FMCG, Foodservice, Wholesale or Manufacturing environments.
• Forecasting, demand planning, order management and reporting experience.
• Strong Excel, numeracy, data analysis and systems capability.
• Export order administration, customs or shipping documentation experience would be advantageous.
• ERP/MRP, CRM or Power BI experience, or a relevant degree, CIPS or CILT qualification would be desirable.

Responsibilities

• Own customer forecasts and monthly demand submissions, tracking accuracy, bias, risks and opportunities.
• Process and monitor customer orders, communicating stock, delivery and service updates clearly and promptly.
• Coordinate with third-party logistics and supply chain partners to support agreed service and OTIF performance.
• Manage export orders, freight communication, shipping documentation and customer requirements.
• Maintain pricing, customer portals, CRM/master data and commercial records accurately.
• Prepare sales reports, KPI dashboards, customer reviews, tenders and presentations.
• Support promotions, NPD launches, customer onboarding and issue resolution.
• Lead cross-department projects to land seasonal packs and display units successfully.
• Drive proactive B2B communication and continuous improvement across service, forecasting and process efficiency.
• Plan, support and manage the development and targets of the customer operations team.

Skills

Customer service management

Commercial operations

Logistics

Supply chain

Account support

FMCG

Education

Relevant degree or certifications (CIPS/CILT)

Tools

ERP/MRP

CRM

Power BI

Excel

Job description

Border Biscuits Ltd in Lanark seeks an experienced Commercial Customer Operations Manager to drive service excellence, accurate demand planning and profitable growth across UK Foodservice and Out of Home channels. You will lead the sales operations team, collaborating with senior stakeholders to optimise customer outcomes and supply chain efficiency.

The role requires strong forecasting, data analysis and ERP/CRM experience, with a proactive, detail‑driven mindset and excellent cross‑functional