Customer Operations Manager - (B2B) - Warehouse & Fulfilment at The Growth Foundation

Tonbridge, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

50000.0

Posted On

18 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Warehouse Operations, Fulfilment, Team Leadership, Customer Operations, Problem Solving, Continuous Improvement, Stakeholder Management, SLA Management, Data Analysis, Ticketing Systems, KPI Management, Operational Alignment, Decision Making, Process Optimization, B2B Support, Performance Coaching

Industry

Business Consulting and Services

Description

About our client Our client is a fast-growing logistics, fulfilment and technology group serving a portfolio of B2B customers - from scaling D2C brands through to established multi-channel businesses. They combine operational excellence with AI-driven technology to help their customers grow, and they're now investing in their Customer Operations function as the business continues to scale globally. The opportunity This is a hands-on, floor-based operational leadership role embedded directly within the warehouse environment - not a desk-bound, behind-the-scenes position. You'll lead and evolve the Customer Operations function, build a high-performing team, and work side-by-side with Warehouse Operations, Tech, Continuous Improvement and Customer Experience to deliver fast, confident, solutions-focused support for B2B customers. If you thrive in fast-paced operational environments, lead from the front, and enjoy building both teams and systems, this is one to look at. Note: the role is predominantly on-site given the warehouse-based nature of the work. What you'll be doing Customer Operations leadership Own the Customer Operations function end-to-end within the warehouse environment Build and lead a high-performing, accountable, people-focused operational support team Create structure, visibility and consistency across customer operational processes Act as the final escalation point for complex operational customer issues Drive a culture of ownership, urgency and solution-focused execution Operational alignment & collaboration Work closely with Warehouse Operations leadership to align customer commitments with operational delivery Translate customer feedback into operational improvements and preventative actions Ensure recurring issues are identified and resolved at source Partner with Operations, Tech, CX and Continuous Improvement teams to improve workflows and customer outcomes Systems, SLA & service performance Own ticketing workflows, prioritisation logic and escalation pathways Drive SLA performance across response times, resolution times and communication standards Ensure systems and service processes support efficiency, visibility and scalability Identify opportunities to simplify, automate and improve operational workflows Continuous improvement Analyse customer trends, recurring issues and operational failure points Partner with Continuous Improvement to remove root causes and reduce repeat issues Build a proactive support culture focused on prevention rather than reaction Team performance & development Define and manage KPIs, expectations and performance standards across the team Coach and develop team members; lead performance reviews and development planning Support succession planning and team scalability as the business grows What our client is looking for Strong understanding of warehouse and fulfilment operations - Goods In, Goods Out, Inventory and Dispatch Proven experience leading operational support or customer operations teams Confident leading within live operational environments and on the warehouse floor Strong problem-solving and decision-making in fast-paced operations Ability to balance customer expectations with operational realities Experience driving continuous improvement initiatives and working within ticketing/systems environments Data-driven mindset - able to spot trends and turn them into action Excellent communication and stakeholder management across operations, tech and commercial teams KPIs you'll be measured on Customer Response Time SLA • Customer Satisfaction Score (CSAT) • First Contact Resolution Rate • Repeat Issue Reduction • Customer Retention Support The package Salary: Circa £40,000 (DOE) Wider benefits package Real scope to shape and scale a function within a growing logistics & tech business Our client is an equal opportunities employer and welcomes applications from all backgrounds.

Responsibilities

Lead the end-to-end Customer Operations function within a warehouse environment to provide solutions-focused support for B2B customers. Collaborate with Warehouse Operations, Tech, and CX teams to align customer commitments with operational delivery and drive continuous improvement.