Customer Operations Manager

Splend; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Splend is seeking a Customer Operations Manager to oversee and improve the customer experience post-sale at their Cricklewood hub. The role involves leading a team, managing customer journeys, and driving operational efficiency, contributing to a customer-first culture in a dynamic growth environment.

Benefits

Performance-based bonus

5 additional days of flexi leave

5 fully paid sick days per year

Wellbeing support

Health insurance

Qualifications

• Proven experience leading operational or customer service teams.
• Strong leadership and people management skills.
• Deep understanding of customer lifecycle operations.

Responsibilities

• Lead and develop a high-performing team.
• Manage the end-to-end post-sale customer journey.
• Drive process improvements to enhance efficiency.

Skills

Leadership

Customer Service

Problem Solving

Communication

Organizational Skills

Tools

CRM

Scheduling Tools

Job description

About Us

At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straightforward, no-strings-attached access to vehicle ownership.

We are also committed to accelerating the transition to green mobility, leading globally in reducing the transportation sector's carbon footprint by transitioning our fleet to electric vehicles.

About The Role

As the Customer Operations Manager at Splend, you will be the strategic and operational leader responsible for overseeing the customer experience post-sale across your designated hub. You will lead and develop a team of Onboarding Coordinators to deliver exceptional service, manage complex customer journeys, and drive continuous improvement in operational efficiency.

This role, based out of our Cricklewood location, requires a customer-first mindset, strong leadership skills, and a deep understanding of fleet and hub operations. Your focus is on creating a best-in-class ownership experience that promotes retention, loyalty, and scalable customer success.

Responsibilities

1. Lead, coach, and develop a high-performing team, fostering accountability, growth, and a customer-focused culture.
2. Set clear team objectives aligned with business goals and deliver structured feedback through regular 1:1s and performance reviews.
3. Manage the end-to-end post-sale customer journey, ensuring consistent, high-quality service across onboarding, inquiries, returns, and exchanges.
4. Act as the voice of the customer within the business, identifying and addressing pain points to improve satisfaction and retention.
5. Oversee day-to-day hub operations, including fleet readiness, scheduling, and service coordination, to ensure seamless customer support.
6. Plan and manage team resources and workflows, resolving escalations and minimizing service disruptions.
7. Collaborate cross-functionally with Sales and Fleet teams to align on customer needs and resolve operational issues.
8. Drive process improvements to enhance efficiency and customer experience, including identifying opportunities for innovation and automation.
9. Monitor key performance metrics (e.g., NPS, retention, resolution times) and report on trends to inform strategic decisions.
10. Support the implementation of initiatives aligned with Splend’s customer success and growth objectives.

What You'll Bring

• Proven experience leading operational or customer service teams in a retail, automotive, or subscription-based environment.
• Strong leadership and people management skills with a track record of team development and performance management, inspiring confidence and trust.
• Deep understanding of customer lifecycle operations, ideally in a high-volume or service-driven setting.
• Excellent problem-solving and decision-making abilities, with a calm, professional approach under pressure.
• Outstanding interpersonal and communication skills, with the ability to engage effectively with customers and internal teams.
• Proficiency with operational systems (e.g., CRM, scheduling tools, dashboards).
• Highly organized with strong attention to detail and the ability to manage competing priorities.
• Innovative thinker who seeks better ways of doing things and embraces change.
• Commercially aware with an understanding of how operations support business growth and retention.
• Comfortable commuting daily to our Cricklewood hub (and around North London as we grow).

What We Offer

• Performance-based bonus with rewards tied to your impact
• 5 additional days of flexi leave to recharge
• 5 fully paid sick days per year
• Wellbeing support with access to confidential counselling through our EAP
• Access to our dedicated platform to support career growth
• Health insurance and a monthly wellness allowance

Splend is a dynamic growth company driven by a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate building a global brand with impact.

At Splend, we value diversity and inclusion as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.

When you apply, please let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.