Head of Customer Operations

Harper Evans Recruitment; Southampton; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A thriving recruitment agency in Southampton seeks a Head of Customer Operations to elevate customer experiences and lead exceptional teams. The ideal candidate will have a strong background in high-growth environments, proven success in improving customer operations, and the ability to drive strategic initiatives. This role includes benefits like private medical care and offers one day of remote work per week.

Benefits

Private medical care

25 days holiday

Occasional international travel

Qualifications

• Experience in high-growth environments.
• Demonstrated success in enhancing customer operations.
• Proven leadership of high-performing teams.

Responsibilities

• Transform customer experience across multiple channels.
• Lead and develop teams to achieve excellence.
• Design scalable systems and processes.

Skills

Customer experience enhancement

Team leadership

Data analysis for operations

Strategic thinking

Job description

Head of Customer Operations

This is a rare position; you'll be joining a company that's got the fundamentals right and is ready to elevate everything to the next level.

Their customers are happy. Their team is strong. Their growth is genuine. Now they're at the point where success creates its own challenge: how do you preserve what makes you special whilst serving ten times as many customers?

They need someone who's built for what comes next.

The Head of Customer Operations opportunity

They've proven the model. The brand resonates. Customers love their products. Now they're building the infrastructure to match their ambition without losing the personal touch that got them here.

Where you will add value:

Customer experience

• Take what's already working across online, telephone, and in showroom channels and make it exceptional
• Continue to transform their satisfied customers into advocates

The team

• Lead people who are already capable and make them world-class
• Create a culture of sales and aftercare excellence, through training and KPIs

Operations

• Design systems and processes that scale as the company expands into Europe
• Use data to spot opportunities and challenges
• Provide insights that inform product development, marketing, and growth plans
• Build reporting that shows not just what happened, but what's coming

Who are we looking for

Someone who's thrived in high-growth environments, in previous roles you've:

• Elevated customer operations in a successful, growing company
• Led high-performing teams to even higher performance
• Used metrics to find marginal gains that create impact
• Thought strategically about customer lifetime value, not just satisfaction scores
• Known the difference between building for now and building for scale

What this role offers

Your decisions will shape how thousands of customers experience the brand. You’ll work with talented people who take pride in what they do and as the company grows, so does your scope and opportunity.

This is an office-based with one day working from home per week, occasional international travel.

Private medical care and 25 days holiday.

How to apply

Send your CV and demonstrate where you've done this before.

We promise that all CVs are read by a real person, and we will respond to every application.

Sorry,this vacancy is not open for sponsorship.