EMEA Customer Operations Lead | Hybrid & Growth Focus

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

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