Head of On Trade Operations
Location: Edinburgh (St Andrew Square) – hybrid office and home working
Contract: Permanent
Closing Date: Thursday 4th June 2026
Overview
HEINEKEN is the UK’s leading pub, cider, and beer business, committed to delivering operational excellence across its On Trade Customer Experience function.
About the role
As Head of On Trade Operations, you will lead a large, multi‑layered team and shape the operational direction for Customer Care, Operations and Planning. You will own the operational agenda, deliver the roadmap, and ensure service, productivity, and resilience are maintained at scale.
Responsibilities
* Own the operational agenda for On Trade Customer Experience, defining how Customer Care, Operations and Planning deliver service, productivity and resilience
* Lead and deliver the end‑to‑end operational roadmap, driving continuous improvement in performance, customer outcomes and colleague experience
* Lead Customer Care as a core service function, building a high‑performance, customer‑first culture focused on resolution, accountability and insight‑led decision making
* Develop and evolve issue resolution capability, embedding automation, technology and external best practice to improve speed, quality and consistency
* Drive productivity across Sales and Customer Care, ensuring effective deployment of resources aligned to business priorities and demand
* Own end‑to‑end On Trade processes within the M2C framework, ensuring governance, control and compliance across operational change
* Ensure business continuity across On Trade operations, managing incidents and protecting service delivery and revenue
* Lead evolution of operating models through experimentation, organisational design and continuous optimisation aligned to customer and market needs
* Oversee operational performance, compliance and reporting, including health and safety, service standards and productivity metrics
* Own and manage key operational platforms, including Salesforce Case Management and Genesis, ensuring scalable and efficient service delivery
* Contribute to the CX leadership team, shaping culture, engagement and cross‑functional customer experience outcomes
* Lead, coach and develop your leadership team, building capability, accountability and a consistently high‑performing operational culture
Qualifications
* Significant experience (5+ years) in UK On Trade or a similar large‑scale customer operations environment
* Proven leadership of large, multi‑level teams (c.70 FTE or similar scale)
* Strong track record of improving operational performance, service quality and productivity
* Experience leading Customer Care or service‑led operational functions
* Confidence working across data, platforms and operational systems to improve outcomes
* Understanding of agile ways of working and operating model design
* Strong stakeholder management skills in a matrix environment
* Evidence of driving change, improving processes and embedding continuous improvement
* A growth mindset with a focus on capability building and team development
Benefits
* Discretionary Annual Bonus
* Benefits Allowance (15% of base salary)
* Company‑funded Private Medical Healthcare
* Double‑matched pension contributions (up to 10%)
* 35 days holiday (with the opportunity to buy/sell)
* Quarterly allowance towards purchasing HEINEKEN ciders and beers
* Exciting opportunities to develop your career within the HEINEKEN On Trade business
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