Operations Manager - MBL

Love2Shop; Liverpool; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

25 days' holiday per year, plus bank H

Company pension scheme

UK health care cover

Staff Everyday Benefits card offering 

Corporate travel scheme with MerseyraI

Fabulous kitchen space which offers 免费

Faith room open to all denominations

Cycle to work scheme

Family friendly leave

Job summary

Love2Shop in Liverpool is seeking an experienced Operations Manager to provide strategic leadership across all operational activities, ensuring outstanding customer, retailer and corporate client outcomes.

The role leads cross-functional teams, drives performance governance and risk management, and partners with Finance, Product and Technology to optimise service delivery.

Qualifications

• Significant experience leading operational delivery across multiple functions.
• Experience working in a matrix management structure.
• Ability to influence stakeholders and deliver outcomes through indirect leadership.
• Strong client-facing experience handling complex operational issues.

Responsibilities

• Define the strategy, quantify targets and create a plan.
• Develop and deliver operational vision aligning with growth plans.
• Establish performance measures and service standards across functions.
• Lead cross-functional planning, manage risks and opportunities.
• Provide leadership across functions and optimise resource planning.
• Governance, reporting and performance management.
• Drive efficiency, automation and sustainable growth while maintaining quality.

Skills

Operational leadership

Stakeholder management

Cross-functional teamwork

Client-facing

Influence others

Tools

CRM platforms

Job description

Contract : Fixed Term Contract until November 2027 (Maternity cover)

Salary : £40,000 per annum

Location : Hybrid role: 3 days at Chapel Street, 2 days WFH

We are looking for a highly organised and commercially minded Operations Manager to provide strategic leadership, oversight and governance across all operational activities supporting MBL, ensuring the coordinated delivery of outstanding customer, retailer and corporate client outcomes.

Working through a matrix of cross-functional teams, the role is accountable for operational performance, service excellence, commercial delivery, risk management and continuous improvement across the division.

The role:

Define the Strategy, Quantify the Targets and Create a Plan

Work with the Partnerships Director to develop and deliver the operational vision and strategy for MBL, ensuring alignment with divisional objectives, customer expectations and commercial growth plans.

Establish operational priorities, performance measures and service standards across all functions contributing to customer and client delivery.

Ensure operational, customer service and support strategies reflect customer, supplier and partner requirements while embracing appropriate digital capabilities and technological advancement.

Develop future operating models, organisational capability plans and resource requirements to support sustainable growth and evolving business needs.

Lead cross-functional planning activities, ensuring operational dependencies, risks and opportunities are proactively identified and managed.

Build the Right Team and Culture to Deliver It

Provide leadership across multiple business functions, fostering collaboration, accountability and a shared commitment to customer and commercial outcomes.

Support functional leaders in determining resource requirements and workforce planning needs to optimise operational performance.

Work closely with Commercial, Finance, Product, Technology and Customer Service teams to ensure consistency, quality and efficiency of service delivery.

Promote a high-performance culture centred on ownership, continuous improvement and customer-centric decision making.

Coach, mentor and influence managers and senior stakeholders to strengthen leadership capability and improve business performance.

Leadership / Governance

Lead operational governance activities, ensuring compliance, reporting and performance management.

Provide regular performance updates, insights and recommendations to senior stakeholders.

Financial Planning and Management

Establish and monitor service level agreements, operational KPIs and performance targets.

Drive efficiency, automation and sustainable growth while maintaining service quality.

Risk Management

Identify and evaluate operational, financial, regulatory and reputational risks.

Promote a proactive risk management culture through effective governance and controls.

What we're looking for:

Essential experience:

• Significant experience leading operational delivery across multiple business functions.
• Experience operating successfully within a matrix management structure.
• Demonstrated ability to influence stakeholders and deliver outcomes through indirect leadership.
• Strong client-facing experience and management of complex operational issues.

Desirable experience:

• Knowledge of CRM platforms.
• Knowledge of gift card, payments or fintech sectors.
• Experience with high-profile clients and transformation programmes.

Behaviours:

• Customer-centric and commercially aware.
• Strong ability to align and coordinate cross-functional teams toward shared objectives.
• Exceptional stakeholder management and influencing skills.
• Demonstrates ownership, accountability and sound judgement.
• Balances strategic thinking with operational execution.

Benefits:

• 25 days' holiday per year, plus bank holidays
• Company pension scheme
• UK health care cover
• Staff Everyday Benefits card offering discounts with multiple retailers (10%)
• Corporate travel scheme with Merseyrail, Northern rail, Arriva & Transport for Wales
• Fabulous kitchen space which offers free refreshments
• Faith room open to all denominations along with dedicated kitchen space for Halal and Kosher food preparation
• Cycle to work scheme
• Family friendly leave

You may have experience in the following: Head of Operations, Operations Director, Director of Operations, Senior Operations Manager, Head of Service Delivery, Head of Business Operations, Operations Lead, Head of Customer Operations, Head of Commercial Operations, Operations and Governance Manager, Head of Client Services, etc.