Head of Customer Operations

Michael Page (UK); Leeds; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

An established industry leader is seeking a Head of Customer Operations to drive customer service excellence across B2B and B2C channels. This pivotal role involves overseeing operations across multiple sites, managing direct reports, and implementing a customer experience strategy that enhances satisfaction and efficiency. The successful candidate will embrace technology to support business objectives and will be a key player in fostering relationships with external partners. With a generous salary package and opportunities for hybrid working, this is an exciting chance to make a significant impact in a global organization.

Qualifications

• Experience leading complex customer operations.
• Strong communicator and people leader with process improvement skills.

Responsibilities

• Oversee Customer Operations across multiple sites with direct reports.
• Deliver CX strategy to provide world-class service.

Skills

Leadership in Customer Operations

Strong Communication Skills

Process Improvement

Data-Driven Decision Making

Tools

Customer Contact Systems

Job description

Head Of Customer Operations

Global Business

About Our Client

Page Group are delighted to be partnering with a true industry leader on a global scale, who are now looking for a Head of Customer Operations following impressive growth across the Group.

This role will form part of the SLT and be responsible for all Customer and Client Service activities to a wide customer audience on both a B2B and B2C scale.

This role is based in W.Yorkshire but will require regular travel to other sites and will require a flexible working approach. Some Hybrid working may be available in the near future.

Job Description

• Overall responsibility for Customer Operations function across multiple sites including 4fte direct reports.
• Own and deliver the CX strategy across the group with an aim to provide world-class service to customers and clients, across multiple channels.
• Manage and allocate resource to meet and exceed customer demand, using all available data to make informed decisions, taking into account Peak Period, Customer and Client Behaviours and market conditions.
• Manage Service Level Agreements with clients to ensure customer satisfaction is achieved and exceeded, mitigating any forthcoming blockers and proactively managing issues.
• Manage relationships with external service partners, ensuring performance metrics are achieved in line with contractual agreements.
• Work closely with key stakeholders across the customer journey and customer supply chain to identify areas for positive change and improvement that increase customer satisfaction, efficiency, lead times and cost.
• Embrace technology and new systems to support business-wide objectives.

The Successful Applicant

• Experience leading a complex customer operations.
• Experience working with customer contact systems including implementation (Desirable).
• Continuous and Process Improvement experience.
• Strong communicator and people leader.
• Experience delivering business objectives in line with strategy.

What's on Offer

The Head of Customer Operations is a fantastic opportunity to join a Global Industry Leader.

Based in W.Yorkshire - the successful candidate will be based within a 1 hour commute or plan to relocate prior to taking up the role.

There will be requirements to travel in this role - The Successful Candidate will need a Full UK driving Licence.

Very Generous package (to be disclosed during process).

Base salary of £65,000 - £75,000 plus Bonus.