Customer Success & Operations Manager

jlp; Darwen; On-site; GBP 49,000 - 55,000; Full time

Job summary

Herbert Parkinson, a historic part of the John Lewis Partnership, is transforming its customer operations. You will own the end-to-end journey—from initial enquiry through order placement to post-sale support—for a multi-channel portfolio, optimizing workflows, leveraging data, and leading high-performing teams to deliver a scalable operation and exceptional customer experience.

Based in Darwen, Lancashire, this permanent role offers a competitive salary with a night premium and a strong

Qualifications

• Proven track record of managing and developing customer service & support teams.
• Demonstrable experience of managing key accounts and building long-term client relationships.
• Ability to analyse customer operational metrics and KPIs to drive actionable process improvement.
• The ability to manage multiple priorities within a fast-paced environment.
• Possess exemplary communication & relationship building skills, alongside excellent organisational and stakeholder management experience.

Responsibilities

• Manage workload and resource allocation to ensure all customer touchpoints—onboarding, quotations, orders, project management, enquiries, fulfillment, and post-sale support—are processed accurately within agreed SLAs while driving exceptional service delivery.
• Work with the commercial team to align customer operations with broader business objectives, actively building scalable customer operations that support rapid growth.
• Set clear expectations and track performance using meaningful KPIs and Service Level Agreements (SLAs), taking quick, decisive action to resolve service failures and restore operational standards.
• Drive continuous improvement initiatives across customer operations, identifying opportunities to improve efficiency, develop scalable operational processes & service frameworks to protect business margin & enhance overall customer experience.
• Effective talent management of line reports to identify individual goals and a route for succession.

Skills

Customer service leadership

Key accounts management

Metrics analysis

Stakeholder management

Job description

Herbert Parkinson, a historic part of the John Lewis Partnership, is transforming its customer operations. You will own the end-to-end journey—from initial enquiry through order placement to post-sale support—for a multi-channel portfolio, optimizing workflows, leveraging data, and leading high-performing teams to deliver a scalable operation and exceptional customer experience.

Based in Darwen, Lancashire, this permanent role offers a competitive salary with a night premium and a strong