About The Great Run Company
"We started the Great North Run in 1981 because we were runners – and if you're a runner you want everybody to run." – Brendan Foster, President & Founder.
The Great Run Company is the UK's biggest mass participation sport business, home to the Great North Run, the world's largest half marathon. Every year we inspire over 200,000 people to take part in events in cities all over the country accompanied by world class athletes.
We are also home to FilmNova, the TV production arm of the Great Run Company, producing programmes and events for clients including BBC Sport, Channel 4, UEFA, Olympic Broadcasting Services, IAAF, European Athletics and British Triathlon.
The Great Run Company welcomes everyone and anyone who is inspired to get active.
Our values
Teamwork, Excellence, Accountability and Ambition are lived and breathed by the team at Great run. We work hard as one team to ensure every event that we deliver is the best it can be, creating an amazing experience for our participants, partners, charities, and our employees.
The role
The Great Run Company is looking for a commercially driven Head of Customer Operations to lead the delivery of all practical, event-related customer touchpoints across our Great Run and Adventure divisions.
From customer service and fulfilment to merchandise and charity operations, this is a pivotal leadership role responsible for shaping and delivering an exceptional end-to-end race experience across some of the UK's most iconic mass participation events including the world-famous Great North Run.
About the Role
As a member of the Great Run Management Team, you will provide strategic leadership while maintaining hands-on oversight of operational delivery. Acting as the vital link between Operations, Marketing and Customer teams, you'll ensure alignment, efficiency and excellence across every stage of the customer journey.
This role requires a commercially astute leader who can balance operational excellence with customer satisfaction, drive efficiencies, control costs and continuously improve processes in a fast-paced live events environment.
Key Responsibilities
Leadership & Strategy
* Lead all practical customer touchpoints across the race journey
* Contribute to wider business strategy as part of the Management Team
* Drive cross-functional alignment between Operations, Marketing and Customer teams
Customer Service
* Oversee day-to-day Customer Services, including race day delivery
* Embed best practice and improve efficiency through process and technology
Fulfilment
* Lead pre- and post-race fulfilment operations
* Manage suppliers, performance and tender processes
* Align fulfilment planning with operational capacity and sales performance
Merchandise
* Own merchandise strategy, sourcing, range selection and pricing
* Use sales data to optimise performance and drive revenue
* Manage supplier relationships alongside the Commercial Director
Charity Operations
* Oversee charity operations and partner delivery
* Ensure race day processes are efficient and meet partner expectations
About You
You'll bring:
* 3–5 years' experience in a commercial or operational leadership role
* Strong commercial acumen with the ability to interpret data and drive strategic decisions
* Proven experience driving value, controlling costs and growing revenue
* Experience leading complex teams in fast-paced environments
* Strong stakeholder and supplier management skills
* Excellent project management and change management experience
* A proactive, solutions-focused mindset with the ability to influence at all levels
How do I apply:
If you are interested in the position, either apply via LinkedIn or send an email with your CV and a covering letter explaining what you will bring to the role to:
At Great Run, we pride ourselves on fostering an inclusive and diverse work environment. We are an equal opportunity employer, committed to embracing diversity and promoting equal opportunities for all, regardless of background, disability, religion, gender identity, sexuality, or ethnicity.
We welcome applications from individuals with disabilities and are dedicated to providing a supportive and accessible recruitment process. If you have a disability and meet the job criteria but require reasonable accommodations during the application or interview process, please do not hesitate to get in touch with us. We are here to ensure that every candidate has an equal opportunity to showcase their skills and potential.