Head of UK Operations, Supply Chain & Customer Service

Ocee & Four Design; Northampton; On-site; GBP 90,000 - 120,000; Full time

Job summary

Ocee & Four Design in the United Kingdom seeks a Head of Operations to lead and optimise end-to-end operations, supply chain and customer service across the UK, ensuring safe, cost-efficient, and high-quality delivery that exceeds customer expectations.

The role requires strategic leadership across operations, production, procurement, warehousing, logistics and customer service, with a focus on continuous improvement, S&OP alignment, supplier partnerships and a scalable platform for growth.

Qualifications

• Senior leadership experience in operations, supply chain, and customer service management.
• Proven track record of improving operational performance and customer experience.
• Strong understanding of procurement, logistics, inventory management, and supply chain strategy.
• Experience managing customer service functions and driving service excellence.
• Lean, Six Sigma, or other continuous improvement methodologies advantageous.
• Experience implementing ERP/CRM systems.

Responsibilities

• Provide strategic leadership across operations, production, supply chain, procurement, warehousing, logistics, and customer service functions.
• Develop and implement operational strategies that support growth, profitability, efficiency, and customer satisfaction.
• Lead end-to-end supply chain activities, including sourcing, procurement, inventory management, demand planning and distribution.
• Drive operational excellence through continuous improvement initiatives, process optimisation, automation, and data-led decision making.
• Ensure exceptional customer service standards, building strong customer relationships and delivering high levels of service performance.
• Establish, monitor, and improve KPIs, targets for quality, delivery, cost and customer satisfaction.
• Build and maintain strong supplier partnerships, leading negotiations, performance management, and risk mitigation.
• Lead business planning, capacity planning, and S&OP processes to align demand, resources, and operational capability.
• Develop high-performing teams through effective leadership, engagement, coaching, and succession planning.
• Ensure compliance with quality, health & safety, regulatory, and governance requirements while promoting continuous improvement.

Skills

Senior leadership

Operations management

Supply chain management

Customer service management

Procurement & logistics

Financial acumen

Stakeholder management

Continuous improvement

S&OP / capacity planning

Lean / Six Sigma knowledge

Education

Professional qualification in Supply Chain/Operations

Tools

ERP systems

CRM systems

Job description

The Head of Operations, Supply Chain & Customer Service is responsible for leading and optimising the end-to-end operational, supply chain, and customer service functions of the business across the UK. This role ensures products and services are delivered safely, efficiently, cost-effectively, and in a manner that consistently exceeds customer expectations.

To create a high-performing, customer-focused operation that delivers exceptional service, a resilient and efficient supply chain, optimised costs, engaged teams, and a scalable platform capable of supporting the organisation's long-term growth and profitability objectives.

Key Responsibilities include:

• Provide strategic leadership across operations, production, supply chain, procurement, warehousing, logistics, and customer service functions.
• Develop and implement operational strategies that support business growth, profitability, efficiency, and customer satisfaction.
• Lead and optimise end-to-end supply chain activities, including sourcing, procurement, inventory management, demand planning, and distribution.
• Drive operational excellence through continuous improvement initiatives, process optimisation, automation, and data-led decision making.
• Ensure exceptional customer service standards, building strong customer relationships and delivering high levels of service performance.
• Establish, monitor, and improve key operational and commercial KPIs, ensuring targets for quality, delivery, cost, and customer satisfaction are achieved.
• Build and maintain strong supplier partnerships, leading negotiations, performance management, and risk mitigation activities.
• Lead business planning, capacity planning, and Sales & Operations Planning (S&OP) processes to align demand, resources, and operational capability.
• Develop high-performing teams through effective leadership, engagement, coaching, and succession planning.
• Ensure compliance with quality, health & safety, regulatory, and governance requirements while promoting a culture of continuous improvement and operational excellence.

Skills and experience we are looking for are:

• Significant senior leadership experience in operations, supply chain, and customer service management.
• Proven track record of improving operational performance and customer experience.
• Strong understanding of procurement, logistics, inventory management, and supply chain strategy.
• Experience managing customer service functions and driving service excellence.
• Strong commercial and financial acumen.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to lead transformational change and continuous improvement initiatives.
• Experience within manufacturing, distribution, wholesale, retail, or service-led organisations.
• Knowledge of Lean, Six Sigma, or operational excellence methodologies.
• Experience implementing ERP, CRM, customer service, or supply chain management systems.
• Professional qualifications in Supply Chain, Operations Management, Customer Experience, Procurement, or Business Management.