Operations Manager - Client Operations
Location: Greater London Area, UK
Business Unit: Client Operations
Reports to: Head of Client Operations
About the Role
We are seeking an experienced Operations Manager to join our Client Operations team at our modern facility near London. This is a crucial role focused on retaining, growing and developing business relationships with our key customers whilst setting the highest standards for our operations team.
As the customer's representative within our business, you'll ensure exceptional service delivery while maximising profitability. You'll be the primary interface between our company and customers, both commercially and operationally, managing everything from day-to-day queries to developing new opportunities and integrating innovative services.
Key Responsibilities
Customer Management:
Serve as the main daily operational and commercial point of contact for customers
Act as customer point of contact for technical queries, implementations and process changes
Build and maintain excellent relationships with customer contacts
Review and respond to customer complaints in line with SLAs
Plan and attend customer review meetings
Operational Excellence:
Work closely with Warehouse teams to ensure process adherence
Lead Cycle Count programmes and annual physical inventory processes
Manage production of KPI data and analyse performance against agreed targets
Coordinate internal customer audits
Ensure customer reports are produced and delivered on time
Team Leadership:
Manage a team of operations coordinators
Conduct performance reviews and identify development opportunities
Lead recruitment and onboarding of new staff
Design induction programmes for new employees
Ensure training requirements are maintained
Commercial Focus:
Take responsibility for accurate internal commercial forecasting and reporting
Review customer invoicing and implement changes to maximise revenue
Identify new business opportunities with existing customers
Regularly evaluate financial performance to identify sales and profitability trends
Essential Requirements
* Minimum 5 years' experience in a customer service management role
* Full clean driver's licence
* Excellent leadership and people management skills
* Strong commercial acumen and financial awareness
* Advanced MS Office skills (Excel, Word, PowerPoint)
* Exceptional written and verbal communication skills
* Ability to build strong, cooperative relationships with customers
* Strong organisational skills with ability to manage multiple workflows
* Experience with recruitment, onboarding, employee relations and disciplinary processes
What We're Looking For
* A natural relationship builder who can engage stakeholders at all levels
* Someone who thrives under pressure and remains highly organised
* An innovative thinker with strong problem-solving abilities
* A professional who demonstrates integrity at all times
* An enthusiastic and motivated individual focused on continuous improvement
* Someone comfortable with periodic travel to other UK sites, customer locations and occasional international travel
Benefits Package
28 days holiday (including 8 Bank Holidays)
Company pension scheme
Dental care (after qualifying period)
Employee Assistance Programme
Free on-site parking
Ready to Apply?
If you're an experienced operations professional looking for a challenging role where you can make a real impact on customer relationships and business growth, we'd love to hear from you.
This role offers excellent opportunities for career development within a growing logistics and technology company