Customer Service & Operations Manager

Soane Britain; Leicester; Hybrid; GBP 120,000 - 150,000; Full time

Job summary

Soane Britain seeks a senior Client Services leader to shape and run the Client Services function across Furniture & Lighting and Fabrics & Wallpaper. Based in Leicester with cross-territory oversight, you will drive exceptional client experiences and operational excellence.

You will collaborate with Manufacturing, Product, Logistics and Finance to ensure a seamless journey from enquiry through delivery and aftercare, while leading processes, systems development and scalable growth across the

Qualifications

• Minimum 5 years' experience leading customer service, client services, sales operations or operational support teams within a complex B2B environment.
• Experience managing and developing multi-site teams.
• Ideally from the interiors, luxury goods, hospitality or related sectors.
• Proven experience delivering operational improvement and managing change.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead and shape the Client Services function across Furniture & Lighting and Fabrics & Wallpaper.
• Collaborate with Client Development, Manufacturing, Product, Logistics and Finance to ensure a seamless journey from enquiry to delivery and aftercare.
• Drive the implementation of a scalable operating model and future systems development, including SAP.
• Maintain high-touch service levels and drive continuous improvement across territories and product categories.

Skills

Leadership

Team Development

Cross-functional Collaboration

Strategic Thinking

Communication

Tools

SAP

Zendesk

Excel

Job description

Company Overview

With an uncompromising commitment to British manufacturing, Soane Britain’s mission is to design and make enduring and life-enhancing furniture, lighting, fabrics and wallpapers through collaborations with a network of the finest craftspeople in Britain. Soane combines responsibly sourced, high-quality materials and superb workmanship to ensure our designs endure for generations.

Our talented team is based in offices and workshops in Leicester and the West Country and showrooms in London and New York.

For more information, please visit www.soane.com or join our social media platforms Pinterest and Instagram.

Role Overview

This senior leadership role offers an exciting opportunity to lead and shape the future Client Services function at Soane Britain.

Reporting to the UK & Export Sales Director, you will be responsible for leading the Client Services teams across Furniture & Lighting and Fabrics & Wallpaper, ensuring the delivery of an exceptional client experience whilst driving operational excellence across the business.

You will work closely with Client Development, Manufacturing, Product, Logistics and Finance to ensure a seamless journey from initial enquiry through to delivery and aftercare.

As the business continues to grow, the role will play a key part in improving processes, supporting systems development, implementing SAP, and creating a scalable Client Services function capable of supporting future growth.

We are looking for a confident, analytical and commercially minded leader who enjoys building high-performing teams, driving change and delivering exceptional service standards.

Purpose of the Position

This role forms part of the Commercial Leadership Team and is responsible for the strategic direction, performance and continuous improvement of the Client Services function.

You will lead teams based in London and Leicester, creating a culture of accountability, collaboration and service excellence.

Working closely with the UK & Export Sales Director, your focus will be to ensure the Client Services function is structured, resourced and equipped to support continued business growth whilst maintaining the high-touch service levels expected by Soane clients.

Offering fabrics, wallpapers, furniture, lighting, bespoke and commercial capabilities, our business is complex and highly rewarding. The Client Services function acts as the operational backbone of the sales process, supporting activities ranging from quoting and order processing through to logistics coordination, aftercare and client communication. The role is responsible for ensuring consistency, efficiency and service excellence across all territories and product categories.

The role will be responsible for developing a scalable operating model, supporting future systems implementation and ensuring the business continues to deliver a seamless client experience across all territories and product categories.

Key Skills & Competencies

Leadership & Team Development

• Lead, coach and develop high-performing teams.
• Establish clear accountability, objectives and performance standards.
• Support succession planning and career development.
• Create a collaborative and results-focused culture.

Operational Excellence & Continuous Improvement

• Drive process improvement and operational efficiency.
• Identify opportunities to reduce friction and improve workflows.
• Develop scalable processes to support business growth.
• Ensure consistency across territories and product categories.

Systems, Data & Performance

• Lead Client Services involvement in SAP implementation and future systems development.
• Use data and operational insights to improve performance.
• Own KPI reporting and service performance metrics.
• Drive adoption of systems, tools and best practice.

Commercial & Strategic Leadership

• Support business growth through effective resource planning.
• Balance client experience with operational efficiency.
• Contribute to wider commercial and operational planning.
• Identify opportunities to improve service, scalability and performance.

Stakeholder Management

• Build strong relationships across Client Development, Manufacturing, Logistics, Product and Finance.
• Act as a key liaison between commercial and operational teams.
• Support effective cross-functional decision making.
• Communicate confidently with stakeholders at all levels.

Leadership Style

• Productive, values-driven and low ego.
• Strong organisational and communication skills.
• Comfortable leading through change.
• Able to balance strategic thinking with practical execution.

Experience & Skills Required

• Minimum 5 years' experience leading customer service, client services, sales operations or operational support teams within a complex B2B environment.
• Experience managing and developing multi-site teams.
• Ideally from the interiors, luxury goods, hospitality or related sectors.
• Proven experience delivering operational improvement and managing change.
• Strong stakeholder management and communication skills.
• Able to demonstrate leadership that has inspired team success and operational excellence.
• Strong references required.
• Confident using Microsoft Office, particularly Excel
• Experience working with Zendesk ticketing system favourable
• SAP implementation or ERP experience highly desirable.
• Additional languages advantageous.