At fulfilment.com we're dedicated to revolutionising the way e-commerce brands find and select their fulfilment partner. Our cutting edge platform enables seamless exploration, comprehensive capability review, and precise selection of the perfect fulfilment partner.
As a VC backed tech business we are rapidly expanding and are looking to add team members that have an entrepreneurial mindset, set high standards for themselves and want to be rewarded for the value that they bring.
We are entering a period of rapid growth and increasing operational complexity. We are hiring a Head of Client Operations to scale how we support retain and manage our clients in a consistent and commercially disciplined way.
The Role
This is a senior hands on leadership role focused on process delivery and accountability rather than day to day account ownership.
As Head of Client Operations you will own how client operations function as the business scales. You will work closely with account management, product, finance and leadership to ensure clients are supported in a predictable efficient and commercially sound way.
Your goal is to build structure clarity and repeatability across client operations while reducing friction as volume increases.
What You Will Do
* Lead and scale the account management function as the business grows
* Improve and standardise client onboarding, retention and renewal processes
* Introduce structure playbooks and operating rhythms across client operations
* Act as a senior escalation point for complex or high impact client situations
* Work closely with finance to support invoicing collections and payment processes
* Ensure strong commercial discipline across client relationships including clear contractual ownership and timely payment
* Track and report on key client metrics including retention, churn, NPS and account performance
* Work closely with product and marketing to feed client insight back into the business
* Develop mentor and support account managers as the team scales
What We Are Looking For
* 5 to 8+ years experience in client operations, customer success or account management leadership
* Background in a SaaS marketplace or tech enabled services business
* Comfortable operating in a fast growing early stage environment
* Process driven with a practical hands on mindset
* Commercially aware and confident in client conversations
* Strong communicator who builds trust internally and externally
Why Join Us
* Join the business at a pivotal stage of growth
* Shape how client operations scale across brands and fulfilment partners
* Work closely with the leadership team
* Competitive compensation with bonus
* High ownership collaborative culture
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Manufacturing
Industries
* Software Development
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