Operations Manager - B2B

Wise Monkey Recruitment ltd; Orpington; Hybrid; GBP 27,000 - 45,000; Full time

Benefits offered by this job

Hybrid work

Bonus scheme

Job summary

Wise Monkey Recruitment ltd in Orpington is seeking an experienced Operations Manager to own the day-to-day B2B operations and lead a small Sales Support team.

This hybrid role (2 days office-based) offers the chance to build scalable processes, define SLAs, and partner with stores, Finance and Supply Chain to deliver right-first-time orders.

If you thrive on improving performance, mentoring staff and shaping an operating model to support growth, we'd like to hear from you.

Qualifications

• Proven line management experience, ideally with experience of growing a team.
• Strong hands-on experience of building, documenting and improving processes.
• A solid operational background where you have been responsible for improving performance.
• A highly organised, process-driven approach.
• Experience working with KPIs and SLAs.
• Confidence using systems and CRM.
• The ability to remain calm and effective when managing competing priorities.
• Excellent relationship-building skills across different teams and stakeholders.
• Experience within a B2B, contracting, property services or multi-site retail environment would be particularly relevant.
• The ability to work from Orpington two days per week (currently Monday and Tuesday)

Responsibilities

• Lead, coach and develop the Sales Support team
• Take ownership of day-to-day B2B operations, including quotes, orders, queries and escalations
• Build, document and continuously improve operational processes
• Introduce clear SLAs, workflows and priorities
• Identify bottlenecks, duplication and manual processes – and find better ways of working
• Work closely with stores, fitting teams, Finance and Supply Chain to ensure orders are delivered right first time
• Partner with the Key Account Manager to maintain excellent service for key customers
• Help shape and embed systems and CRM
• Monitor and report on KPIs including fulfilment, turnaround times, query resolution and SLA performance

Skills

Line management

Process improvement

KPIs & SLAs

CRM systems

B2B operations

Team leadership

Job description

Operations Manager – B2B

Orpington | Hybrid – 2 days office-based | Up to £45,000 + bonus

Are you an experienced Operations Manager who enjoys taking something that works and making it better, smarter and scalable?

This is a newly created opportunity to take ownership of B2B operations and a growing Sales Support team within an established national business.

The team is already growing – and is expected to more than double in size over the next couple of years. You’ll be responsible for making sure the operation is ready to grow with it.

The opportunity As Operations Manager, you’ll take ownership of the day-to-day B2B operation, from quote through to order, fitting and aftercare, while building the processes, systems and ways of working that will support future growth.

You’ll lead and develop an existing team of two Sales Support Executives, with the potential for this to grow to around five by the end of 2027.

This is a hands-on role for someone who likes to spot inefficiencies, improve processes and make things happen.

What you’ll be doing

• Lead, coach and develop the Sales Support team
• Take ownership of day-to-day B2B operations, including quotes, orders, queries and escalations
• Build, document and continuously improve operational processes
• Introduce clear SLAs, workflows and priorities
• Identify bottlenecks, duplication and manual processes – and find better ways of working
• Work closely with stores, fitting teams, Finance and Supply Chain to ensure orders are delivered right first time
• Partner with the Key Account Manager to maintain excellent service for key customers
• Help shape and embed systems and CRM
• Monitor and report on KPIs including fulfilment, turnaround times, query resolution and SLA performance

What we’re looking for

This role is not a first step into management. You’ll already have experience of leading a team and improving an operational function.

You’ll need:

• Proven line management experience, ideally with experience of growing a team
• Strong hands-on experience of building, documenting and improving processes
• A solid operational background where you have been responsible for improving performance
• A highly organised, process-driven approach
• Experience working with KPIs and SLAs
• Confidence using systems and CRM
• The ability to remain calm and effective when managing competing priorities
• Excellent relationship-building skills across different teams and stakeholders
• Experience within a B2B, contracting, property services or multi-site retail environment would be particularly relevant
• The ability to work from Orpington two days per week (currently Monday and Tuesday)

Why this role?

This is a chance to join at an exciting point in the team's growth and help build the operation rather than simply inherit one.

You’ll have the opportunity to put your own stamp on processes, develop a growing team and help create the operating model that will support significant B2B growth.

You'll also have the backing of an established national retailer.

If you're an experienced Operations Manager who enjoys building structure, improving performance and developing people, we'd love to hear from you.

Please note, we are unable to respond to unsuccesful applications