FMCG Customer Experience & Operations Lead

R13 Recruitment Ltd; Tetford; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

Mentorship & succession planning

Executive exposure

Professional development

Job summary

R13 Recruitment is supporting a leading UK manufacturer in the search for a Customer Operations Manager with a clear path to Head of Logistics & Customer Operations. The role offers genuine long-term development, broader operational exposure and potential progression to senior leadership in a growing organization.

You will lead the UK Customer Experience team, own the end-to-end Order-to-Cash process and collaborate across Sales, Supply Chain, Finance and IT to enhance service delivery.

Qualifications

• SAP experience and Advanced Excel proficiency.
• FMCG background in food manufacturing including frozen/ambient products.
• Proven leadership of a B2B Customer Service function with D2C experience desirable.
• Customer-first mindset with a strong focus on service delivery.
• Finance exposure including invoicing, ledgers, collections, P&L and budgeting.
• Supply chain and logistics knowledge including regulatory requirements.
• Previous team management experience with collaborative leadership and change management.
• Broad operational exposure across FMCG businesses.
• Experience leading business improvement or transformation projects.
• AI and systems integration mindset.

Responsibilities

• Lead the UK Customer Experience team and drive high service levels across B2B and D2C operations.
• Own and continuously improve end-to-end Order-to-Cash process for strong commercial performance.
• Coach and develop Team Leaders and Advisors.
• Collaborate with Head of Logistics & Customer Operations to gain UK logistics knowledge.
• Support strategic logistics and operational improvement projects.
• Gain exposure to in-house and third-party distribution operations.
• Work with Sales, Supply Chain, Finance and IT to improve efficiency and outcomes.
• Support digital transformation initiatives including CRM, ERP and AI-enabled service.
• Contribute to long-term operational strategy and organizational change.
• Develop relationships with Senior Leadership ahead of progression to Head of Department.

Skills

SAP

Advanced Excel

Power BI

Leadership

Customer service

Finance exposure

Supply chain

Change management

AI integration mindset

Tools

CRM systems

ERP systems

AI tooling

Job description

R13 Recruitment is supporting a leading UK manufacturer in the search for a Customer Operations Manager with a clear path to Head of Logistics & Customer Operations. The role offers genuine long-term development, broader operational exposure and potential progression to senior leadership in a growing organization.

You will lead the UK Customer Experience team, own the end-to-end Order-to-Cash process and collaborate across Sales, Supply Chain, Finance and IT to enhance service delivery.