Customer Operations Team Leader

New Balance; Warrington; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Discretionary Bonus Opportunity

Private Medical Insurance

Dental Scheme

Pension Scheme

Flexible Working Hours

Hybrid working (3 days on-site)

25 days Annual Leave per year

Life Insurance

On Site Gym

Employee Discount

Flexibility to work 20 days from anyw

Wellbeing and Mental Health Benefit

Job summary

New Balance is seeking a Senior Customer Operations Manager to lead a regional team delivering best-in-class service across wholesale and consumer channels. You will champion a customer-focused culture, drive KPI/SLA performance, and coordinate with Logistics, Sales, IT and Finance to ensure smooth order-book conversion.

You will manage local warehouse activities (Iberia as applicable), develop team objectives, and mentor staff while operating within a hybrid model with on-site requirements in

Qualifications

• Strong people leadership experience.
• Track record in customer operations or service delivery.
• Ability to manage KPI/SLA-driven performance.
• Strategic mindset with operational execution skills.
• Proactive problem solving and cross-functional influence.
• Coaching and developing team members.

Responsibilities

• Lead and develop the Customer Operations team for the EMEA region.
• Maintain KPIs, SLAs and accurate order-book conversion.
• Collaborate with Logistics, Purchasing, Sales IT and Finance.
• Drive process improvements across the function.
• Ensure on-time despatch and accurate customer data.
• Coach, review performance, and manage day-to-day ops.

Skills

People management

Customer focus

Strategic thinking

Planning & analysis

Problem solving

Continuous improvement

Coaching

Job description

Who We Are

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

Job Mission

Manage and develop a Customer Operations team who deliver exceptional customer service whilst adhering to EMEA processes and procedures. Develop strong wholesale retailer and consumer relationships and act as an ambassador of the New Balance brand demonstrating the key values of Integrity, Teamwork and Total Customer Satisfaction.

Major Accountabilities

• Develop and maintain an understanding of our wholesale business environment and individual customer business needs.


• Build collaborative relationships with customers and colleagues (Logistics, Purchasing, Sales, IT, Finance, Marketing, Sales Planners)


• Be the champion for creating a customer focused environment throughout the business (not just within Customer Operations) that ensures a timely response to all customer needs and concerns.


• Maintain appropriate measures and reports (KPI, SLA) to evaluate and control performance in relation to customer service deliverables and customer satisfaction rating.


• Manage own accounts where relevant to agreed team standards.


• Manage the creation, maintenance, and execution (conversion) of the order book through the supply chain, ensuring compliance with agreed EMEA Customer Operations standards and value-added service strategy


• Ensure the Customer Operations Team adhere to all EMEA processes, procedures and deadlines.


• Ensure orderbook is valid with correct customer information, dates, order types, prices and discounts and any issues are identified and resolved with urgency.


• Takes corrective action with all departments to resolve issues/constraints to order book conversion as identified through KPI/SLA analysis.


• Oversees Invoice Projection and measures of accuracy to deliver reliable forecasts to the Business.


• Identify process improvement opportunities and work with relevant teams to explore feasibility. Once improvement has been approved by Senior Customer Operations Manager EMEA, create any required IT requests; test and implement new functionality. Ensure new process is documented and communicated across all EMEA CS teams.


• Working with sales and IT, identify new customer EDI opportunities and be proactive in the implementation process. Work collaboratively with the Senior Customer Operations Manager EMEA and other Customer Operations Managers across the region to share best practice and streamline processes where applicable.


• Proactively manage local warehouse activities (Iberia only) ensuring on time despatch of orders within customer requirements whilst ensuring all EMEA processes are followed.


• Develop team objectives and goals.


• Lead motivates and support team and individuals to achieve goals.


• Provide necessary leadership and coaching to support the team in achieving their individual and team objectives.


• Provide regular 1-1s, coaching and feedback.


• Manage poor performers effectively.


• Manage day to day activities of customer services team.


• Provide necessary training and development opportunities for all reports as appropriate.


• Develop succession plans where appropriate.


• Ensure adequate cross training of the team to provide seamless cover when associates are absent.

Requirements for Success

• Customer focused.


• Strong people management skills.


• Demonstrates resilience, determination, and ability to self-manage.


• Problem solving and decision making.


• Strategic thinker and operationally capable.


• Strong influencing skills.


• Planning and analytical ability.


• Continuous improvement mindset.


• Coaching skills.

Benefits

• Discretionary Bonus Opportunity


• Private Medical Insurance


• Dental Scheme


• Pension Scheme


• Flexible Working Hours


• Hybrid working (3 days on-site)


• 25 days Annual Leave per year


• Life Insurance


• On Site Gym


• Employee Discount


• Flexibility to work 20 days from anywhere each year


• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)

Equal Opportunity Employer

New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.

If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.