Customer Operations Manager

The Customer Operations Manager is a new role focused on managing a complex, high level Customer Operation, positively influencing the team to deliver positive outcomes for customers and key clients

Client Details

Our client is a long established professional services business who are going through a period of growth

Description

• Positively lead, manage and develop a complex customer operation to deliver against key business metrics
• Manage relationships with key external clients, ensuring the delivery of contractual agreements
• Drive a culture of continuous improvement across the operations, positively influencing key internal stakeholders to go on the change journey
• Create a high performance culture across the operations through sharing of best practise, nurturing and development.
• Identify opportunities to automate and implement new technologies to delivery positive customer outcomes, in shorter timescales, reducing cost to service
• Identify areas to automate and remove manual processes to improve overall operational efficiency
• Take ownership of escalated customer and client issues with a view to resolving with minimal impact or damage to relationships
• Create and implement KPI & SLA metrics that align with business, customer & client needs
• Positively influence senior stakeholders to embrace change and continuous improvement activities
• Manage budget and operational forecast in line with business performance

Profile

• Experience leading a Customer focused operations - 100fte+
• Management of B2B Customer / Client Agreements / contracts
• Proven record of influencing & facing into senior stakeholders including C-SUITE
• Ability to lead, motivate and inspire a team of senior professionals
• Excellent attention to details
• Ability to improve operational processes through automation and introduction of technology

Job Offer

• Salary ranging from -60,000 to -70,000, dependent on the level of experience.
• Permanent position in Wakefield, West Yorkshire
• Hybrid - 3/4 days on site
• Bonus up to 10%
• 25 days holiday plus Bank Holidays (ability to buy or sell 5 days)
• Private Medical Insurance
• x4 Life Assurance
• Modern Office Environment