Our Vision: Continue to be the leading UK mobile infrastructure services company.
Our Mission: To be famous for excellence in delivery, embracing transformation with our people and our customers at its heart.
We are at an exciting time in our company’s development. We've come a long way since we were first formed in 2012. From the rollout of new technologies and managing complex legislation affecting the industry, we are leading the conversation on innovation and developing sharper solutions to serve our customers better. We collaborate as a team to meet the high standards expected of us and demand the best of ourselves through our values.
The Customer Operations Executive will provide essential support across marketing, customer
operations and customer experience activities by applying strong organisational, analytical and
coordination skills. Working closely with the Senior Manager, you will help improve processes,
support reporting and insights, maintain operational governance, and assist with the effective
use of systems such as HubSpot, monday.com and GA4. This role enables the team to operate
efficiently, make data informed decisions and deliver an improved customer experience,
without requiring prior specialist experience across these domains
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What You’ll Do
The Customer Operations Executive supports the smooth and effective running of the Customer Office by embedding consistent processes, governance and performance frameworks.
The role ensures operational efficiency across customer workflows, demand management, reporting rhythms, and cross-functional communication.
Acting as a central coordination point, the role maintains systems, dashboards and operational documentation while improving ways of working that enhance the department’s speed, clarity and delivery quality.
The Executive strengthens operational discipline, enabling marketing, customer experience, and commercial teams to work cohesively and deliver measurable improvements.
Operational Support & Workflow Coordination
* Support the smooth running of daily operations including task intake, prioritisation, workflow updates, and inbox coordination.
* Maintain structured processes such as approval flows, document tracking, and resource logs. Coordinate with suppliers and internal teams to support procurement, budget tracking and general administrative operations.
* Apply strong organisational skills to spot inefficiencies and help streamline ways of working.
Data Handling, Reporting & Insight Generation
* Produce regular dashboards and summaries by pulling data from tools such as HubSpot, GA4, social platforms, and internal systems.
* Use strong analytical thinking to interpret data and highlight emerging trends, issues, or opportunities.
* Support KPI tracking, OKR updates and campaign performance reporting.
* Demonstrate confidence with numbers, structured thinking, and clear presentation of findings (no specialist analytics background required).
Customer Insight & Experience Support
* Assist in running feedback and survey activities (Voice of Customer, sentiment tracking, customer enquiries).
* Help capture, organise, and summarise feedback into clear themes that support continuous improvement.
* Use curiosity and empathy to understand customer challenges and help translate insights into actions.
Project & Campaign Coordination
* Support delivery of marketing and customer programmes by tracking actions, milestones and dependencies.
* Maintain project plans and manage updates to ensure contributors remain aligned.
* Assist with preparing presentations, assets, and materials across digital, content, comms and events.
* Use strong coordination skills to help keep cross functional teams informed and on track.
Stakeholder Engagement & Team Enablement
* Act as a central point of coordination between Marketing, Sales, Product, Delivery and other teams.
* Support the organisation and upkeep of central knowledge libraries, sales enablemet materials and customer information.
* Communicate clearly and proactively to ensure stakeholders have the latest updates, materials, and data needed for effective decision making.
Customer Operations & Relationship Support
* Assist in triaging customer queries or themes and coordinating responses with relevant teams. Track high level indicators such as NPS, CSAT or recurring issues and contribute to actions that improve customer ease.
* Support development of customer facing touchpoints and communications that strengthen relationships.
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What You’ll Bring
* 1 year+ experience in marketing operations (or marketing), customer experience, commercial operations, or a data/reporting role. ·
* Strong organisational skills with the ability to manage multiple tasks, deadlines, and stakeholders. Experience using marketing or sales technology platforms (HubSpot, monday.com, GA4, CRM systems).
* Comfortable analysing data and generating insights; proficiency in Excel and/or Power BI is advantageous.
* Understanding of digital marketing metrics, campaign tracking, and funnel performance. · Experience creating or supporting dashboards, reports, or analytics.
* Ability to work autonomously and proactively identify opportunities for improvement.
* A customer-first mindset with curiosity around customer experience, feedback, and service design.
* Experience with project coordination or process documentation is beneficial. ·
* Familiarity with social media analytics, research methods, or insights tools is a plus
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Why Join Us?
Reward & Recognition: Competitive salary and an excellent bonus structure.
Time to Recharge: 30 days’ annual leave.
Long Term Security: Competitive pension scheme and life insurance
Flexibility: Hybrid working to help you balance work and home life.
Health & Wellbeing: Private medical insurance including dental and optical cover.
Lifestyle Perks: Cycle to Work scheme, Electric Car scheme, and retail discounts.
Community & Growth: A generous refer a friend scheme.
Our commitment to Equity, Diversity, and Inclusion (EDI) is fundamental to our success. We strive to cultivate an inclusive environment where every employee feels valued, respected, and empowered. By embracing unique perspectives and experiences, we drive innovation and drive our organisation forward, therefore, we recognise the importance of welcoming applications from candidates of all backgrounds.
We want to ensure everyone is able to present their best self throughout the recruitment process so if you require any adjustments, please let us know.
If this role is of interest to you and you would like to find out more, please do apply with an up to date version of your CV.