Location: Haslemere, Surrey (Roastery & Production Facility) Reports to: Operations Director At Pact, we're obsessed with incredible coffee. We seek out the world's best coffee growers, farmers whose skill and dedication produce coffees of rare quality. They deserve more than a fair price: they deserve to see their coffee relished savoured talked about. Our role is to honour that work, by roasting with precision, making every step effortless for our customers, and holding ourselves to the same uncompromising standards. We want every cup to reflect the care of the grower, the rigour of our team, and the unmistakable pleasure of coffee at its best. As a proud B Corp, we're committed to doing business the right way. That means we're held to account, for how we trade, how we treat people, and how we treat the land we use. Collaboration is at the heart of everything we do, from working closely with growers to working as a team to improve how we bring quality coffee to our customers. If you share our infectious enthusiasm for exceptional coffee and want to make a real impact, we'd love to hear from you. Requirements The Role We're looking for a Senior Operations Manager to lead production, fulfilment, logistics, site standards, and continuous improvement at our Surrey Roastery. This is a hands on leadership role for someone who thrives in a fast moving FMCG environment and knows how to turn operational excellence into exceptional customer experience, lower waste, and stronger margins. You'll own end to end production and fulfilment from roasted beans to delivery; ensuring on time and in full performance across all channels. You'll lead third party manufacturers and logistics partners, drive efficiency and sustainability, and build a high performing production team ready to scale with the business. Key Responsibilities Operational Leadership Own daily production & fulfilment performance across D2C, B2B, Grocery & Wholesale Deliver OTIF targets while controlling labour and operational costs Manage 3PL and manufacturing partners to ensure quality, service and cost control Develop logistics strategies that balance service, efficiency and sustainability Lead operational peak planning, promotions, and operational continuity Continuous Improvement & Systems Drive process optimisation, SOP excellence and waste reduction Improve shipping packaging efficiency and reduce environmental impact Use KPIs and data insights to solve root cause issues and improve cost to serve Customer Experience Enhance order accuracy, delivery performance and product customer experience Reduce returns and customer contacts through operational fixes Translate commercial and customer feedback into measurable improvements Leadership & Governance Build and lead a high performing production team Develop structure, capability, succession and training frameworks Lead Health & Safety, quality compliance and BRCGS standards Oversee preventive maintenance to ensure equipment reliability and minimal downtime Strategic Impact Partner cross functionally with Roasting, Sales and Customer teams Support grocery fulfilment and seasonal operations planning Shape how Pact's operations scale for the future About You You're an experienced operator from an FMCG background. You're equally comfortable on the production floor as you are optimising process, and partners behind the scenes. You bring: Operations/production leadership experience Strong team management and development capability 3PL and third party manufacturing management experience Strong H&S and quality knowledge A pragmatic, hands on, problem solving mindset Why This Role Matters This role sits at the heart of Pact's growth. You'll directly influence: How efficiently we operate How sustainably we ship How well our team performs And how successfully we scale Interested? Send us your CV and a short note on why this role excites you.
Mar 10, 2026
Full time
Location: Haslemere, Surrey (Roastery & Production Facility) Reports to: Operations Director At Pact, we're obsessed with incredible coffee. We seek out the world's best coffee growers, farmers whose skill and dedication produce coffees of rare quality. They deserve more than a fair price: they deserve to see their coffee relished savoured talked about. Our role is to honour that work, by roasting with precision, making every step effortless for our customers, and holding ourselves to the same uncompromising standards. We want every cup to reflect the care of the grower, the rigour of our team, and the unmistakable pleasure of coffee at its best. As a proud B Corp, we're committed to doing business the right way. That means we're held to account, for how we trade, how we treat people, and how we treat the land we use. Collaboration is at the heart of everything we do, from working closely with growers to working as a team to improve how we bring quality coffee to our customers. If you share our infectious enthusiasm for exceptional coffee and want to make a real impact, we'd love to hear from you. Requirements The Role We're looking for a Senior Operations Manager to lead production, fulfilment, logistics, site standards, and continuous improvement at our Surrey Roastery. This is a hands on leadership role for someone who thrives in a fast moving FMCG environment and knows how to turn operational excellence into exceptional customer experience, lower waste, and stronger margins. You'll own end to end production and fulfilment from roasted beans to delivery; ensuring on time and in full performance across all channels. You'll lead third party manufacturers and logistics partners, drive efficiency and sustainability, and build a high performing production team ready to scale with the business. Key Responsibilities Operational Leadership Own daily production & fulfilment performance across D2C, B2B, Grocery & Wholesale Deliver OTIF targets while controlling labour and operational costs Manage 3PL and manufacturing partners to ensure quality, service and cost control Develop logistics strategies that balance service, efficiency and sustainability Lead operational peak planning, promotions, and operational continuity Continuous Improvement & Systems Drive process optimisation, SOP excellence and waste reduction Improve shipping packaging efficiency and reduce environmental impact Use KPIs and data insights to solve root cause issues and improve cost to serve Customer Experience Enhance order accuracy, delivery performance and product customer experience Reduce returns and customer contacts through operational fixes Translate commercial and customer feedback into measurable improvements Leadership & Governance Build and lead a high performing production team Develop structure, capability, succession and training frameworks Lead Health & Safety, quality compliance and BRCGS standards Oversee preventive maintenance to ensure equipment reliability and minimal downtime Strategic Impact Partner cross functionally with Roasting, Sales and Customer teams Support grocery fulfilment and seasonal operations planning Shape how Pact's operations scale for the future About You You're an experienced operator from an FMCG background. You're equally comfortable on the production floor as you are optimising process, and partners behind the scenes. You bring: Operations/production leadership experience Strong team management and development capability 3PL and third party manufacturing management experience Strong H&S and quality knowledge A pragmatic, hands on, problem solving mindset Why This Role Matters This role sits at the heart of Pact's growth. You'll directly influence: How efficiently we operate How sustainably we ship How well our team performs And how successfully we scale Interested? Send us your CV and a short note on why this role excites you.
Senior Logistics Manager / Head of Logistics - Global Location: Greater London, England, United Kingdom (Hybrid) Sector: Logistics & Customer Services Job Type: Permanent Contact: Holly Pattison Contact Email: Job ref: 11232 Expiry date: 23-Feb-2026 Senior Logistics Manager / Head of Logistics - Global Location:Greater London Sector:high-growth, international consumer-led business Pod Talent is partnering on a confidential basis with a fast-growing, internationally expanding business to recruit a Senior Logistics Manager / Head of Logistics - Global. This is a senior leadership role with full accountability for global warehousing, fulfilment and transport operations, managing an established and growing 3PL network across the UK, Europe, and ROW. The focus of the role is on building a scalable, cost-efficient and high-performing logistics network to support continued international growth. This opportunity would suit someone who enjoys operating both strategically and hands on, with strong commercial ownership of logistics performance and cost to serve. Key Responsibilities for the position of Senior Logistics Manager / Head of Logistics - Global Own and manage a multi-region 3PL network, ensuring consistent service levels, governance, and SLA performance. Act as the senior point of contact for all warehousing and logistics service providers across regions. Lead end-to-end 3PL tenders and onboarding, including RFPs, commercial evaluation, contract negotiation, and implementation. Own transition planning, go live readiness, and stabilisation for new partners and sites. Lead freight benchmarking and procurement across sea, road, and parcel networks to secure competitive rates. Own logistics budgets, driving cost to serve reduction and operational spend optimisation. Define and track KPIs, run QBRs with partners, and deliver continuous improvement across warehousing, transport, and network design. Partner cross functionally to support international growth and both B2B and D2C operations through scalable logistics solutions. Candidate Profile for the position of Senior Logistics Manager / Head of Logistics - Global Senior level experience managing international 3PL networks across multiple regions. Proven delivery of 3PL tenders and implementations, from RFP through to go live and stabilisation. Strong background in freight procurement and multi modal transport optimisation. Track record of driving cost reduction and cost to serve improvements across warehousing and logistics. Experience operating in high growth or scale up environments, ideally alongside exposure to larger global organisations. Highly commercial with strong negotiation and supplier management capability. Data driven and analytical, able to turn performance and cost insight into action. Degree qualified in Supply Chain / Logistics / Operations or similar, with professional qualifications (CILT, APICS, etc.) an advantage. Why This Role? This is a rare opportunity to take ownership of a global logistics network during a key phase of international expansion, with the ability to genuinely shape long term logistics strategy, partner landscape and cost structure, while remaining close to operational delivery. Please apply here or get in touch at for further information. Due to the volume of applications, if you haven't heard from us within 3 weeks, please assume your application has not been successful.
Mar 02, 2026
Full time
Senior Logistics Manager / Head of Logistics - Global Location: Greater London, England, United Kingdom (Hybrid) Sector: Logistics & Customer Services Job Type: Permanent Contact: Holly Pattison Contact Email: Job ref: 11232 Expiry date: 23-Feb-2026 Senior Logistics Manager / Head of Logistics - Global Location:Greater London Sector:high-growth, international consumer-led business Pod Talent is partnering on a confidential basis with a fast-growing, internationally expanding business to recruit a Senior Logistics Manager / Head of Logistics - Global. This is a senior leadership role with full accountability for global warehousing, fulfilment and transport operations, managing an established and growing 3PL network across the UK, Europe, and ROW. The focus of the role is on building a scalable, cost-efficient and high-performing logistics network to support continued international growth. This opportunity would suit someone who enjoys operating both strategically and hands on, with strong commercial ownership of logistics performance and cost to serve. Key Responsibilities for the position of Senior Logistics Manager / Head of Logistics - Global Own and manage a multi-region 3PL network, ensuring consistent service levels, governance, and SLA performance. Act as the senior point of contact for all warehousing and logistics service providers across regions. Lead end-to-end 3PL tenders and onboarding, including RFPs, commercial evaluation, contract negotiation, and implementation. Own transition planning, go live readiness, and stabilisation for new partners and sites. Lead freight benchmarking and procurement across sea, road, and parcel networks to secure competitive rates. Own logistics budgets, driving cost to serve reduction and operational spend optimisation. Define and track KPIs, run QBRs with partners, and deliver continuous improvement across warehousing, transport, and network design. Partner cross functionally to support international growth and both B2B and D2C operations through scalable logistics solutions. Candidate Profile for the position of Senior Logistics Manager / Head of Logistics - Global Senior level experience managing international 3PL networks across multiple regions. Proven delivery of 3PL tenders and implementations, from RFP through to go live and stabilisation. Strong background in freight procurement and multi modal transport optimisation. Track record of driving cost reduction and cost to serve improvements across warehousing and logistics. Experience operating in high growth or scale up environments, ideally alongside exposure to larger global organisations. Highly commercial with strong negotiation and supplier management capability. Data driven and analytical, able to turn performance and cost insight into action. Degree qualified in Supply Chain / Logistics / Operations or similar, with professional qualifications (CILT, APICS, etc.) an advantage. Why This Role? This is a rare opportunity to take ownership of a global logistics network during a key phase of international expansion, with the ability to genuinely shape long term logistics strategy, partner landscape and cost structure, while remaining close to operational delivery. Please apply here or get in touch at for further information. Due to the volume of applications, if you haven't heard from us within 3 weeks, please assume your application has not been successful.
Operations Manager - KENT - Mon to Fri 8am till 5pm The Role We are seeking an experienced and commercially minded Operations Manager to become a central figure within a fast-paced, service-led business environment. This is a senior, hands-on office leadership role with responsibility across telesales, purchasing, accounts oversight, supplier relationships, and operational coordination. The successful candidate will take ownership of internal processes, strengthen systems, improve efficiencies, and support sustainable sales growth. Key Responsibilities 1. Internal Telesales Leadership Oversee and lead the internal telesales function Manage quotations, orders, purchasing, and invoicing processes Ensure pricing accuracy and margin control Maintain high levels of customer service and response times Monitor order processing from enquiry through to fulfilment 2. Account Management Maintain and develop key customer relationships Ensure commercial terms are adhered to Identify opportunities for repeat business and upselling Support proactive client communication 3. Supplier Management Develop and manage supplier relationships Negotiate pricing, rebates, and commercial agreements Monitor supplier performance, delivery times, and product availability Review and optimise buying strategy 4. Sales & Leadership Support Provide structured support to the Head of Sales Assist with pipeline visibility and sales performance tracking Support strategic sales initiatives and account development 5. Department Oversight Monitor Accounts Department workflow and reporting Ensure accurate invoicing, credit control, and ledger management Oversee Delivery Department coordination and logistics performance Improve internal communication between sales, accounts, and logistics 6. Business Growth & Development Work with senior leadership to develop: Buying guides Product catalogues Marketing materials Website improvements Identify operational efficiencies Implement process improvements Contribute to long-term business growth strategy Skills & Experience Required Essential Previous management experience Strong organisational and leadership skills Excellent commercial awareness High attention to detail Strong Excel and Word capability Experience using Sage Accounts or similar ERP/accounting systems Confident communicator with both customers and suppliers Desirable Experience within the electrical wholesale industry Understanding of commercial electrical supply chains Experience managing internal sales teams Personal Attributes We are looking for someone who: Wants to become an integral part of the business Takes ownership and accountability Is commercially driven and proactive Can operate confidently in a fast-moving environment Is motivated to help grow and modernise the organisation Package Office-based role Monday-Friday, 8:00am-5:30pm 20 days annual leave Long Christmas shutdown Bank holidays No weekend working Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Feb 27, 2026
Full time
Operations Manager - KENT - Mon to Fri 8am till 5pm The Role We are seeking an experienced and commercially minded Operations Manager to become a central figure within a fast-paced, service-led business environment. This is a senior, hands-on office leadership role with responsibility across telesales, purchasing, accounts oversight, supplier relationships, and operational coordination. The successful candidate will take ownership of internal processes, strengthen systems, improve efficiencies, and support sustainable sales growth. Key Responsibilities 1. Internal Telesales Leadership Oversee and lead the internal telesales function Manage quotations, orders, purchasing, and invoicing processes Ensure pricing accuracy and margin control Maintain high levels of customer service and response times Monitor order processing from enquiry through to fulfilment 2. Account Management Maintain and develop key customer relationships Ensure commercial terms are adhered to Identify opportunities for repeat business and upselling Support proactive client communication 3. Supplier Management Develop and manage supplier relationships Negotiate pricing, rebates, and commercial agreements Monitor supplier performance, delivery times, and product availability Review and optimise buying strategy 4. Sales & Leadership Support Provide structured support to the Head of Sales Assist with pipeline visibility and sales performance tracking Support strategic sales initiatives and account development 5. Department Oversight Monitor Accounts Department workflow and reporting Ensure accurate invoicing, credit control, and ledger management Oversee Delivery Department coordination and logistics performance Improve internal communication between sales, accounts, and logistics 6. Business Growth & Development Work with senior leadership to develop: Buying guides Product catalogues Marketing materials Website improvements Identify operational efficiencies Implement process improvements Contribute to long-term business growth strategy Skills & Experience Required Essential Previous management experience Strong organisational and leadership skills Excellent commercial awareness High attention to detail Strong Excel and Word capability Experience using Sage Accounts or similar ERP/accounting systems Confident communicator with both customers and suppliers Desirable Experience within the electrical wholesale industry Understanding of commercial electrical supply chains Experience managing internal sales teams Personal Attributes We are looking for someone who: Wants to become an integral part of the business Takes ownership and accountability Is commercially driven and proactive Can operate confidently in a fast-moving environment Is motivated to help grow and modernise the organisation Package Office-based role Monday-Friday, 8:00am-5:30pm 20 days annual leave Long Christmas shutdown Bank holidays No weekend working Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Commercial Sales Manager Location: Redditch, Hybrid Logistics, 3pl Excellent salary, car allowance, pension, 25 days holiday, option to buy more. About the Business This business is a well-established and fast-growing provider within the e-commerce, fulfilment, and logistics space, supporting B2B and B2C customers across the UK and internationally. Known for operational excellence, scalable solutions, and strong customer partnerships, the company is focused on continued growth, innovation, and delivering measurable value for its clients. The Role We're looking for a driven Commercial Sales Manager to accelerate growth, win new business, and maximise value from key accounts. This is a hands-on, high-impact role for a confident closer who thrives in fast-paced e-commerce and fulfilment environments. You'll own revenue and profit targets, lead customer relationships end-to-end, and act as a commercial project leader across new and existing accounts. Key Responsibilities Exceed revenue and profit targets across nominated accounts Win new business through proactive prospecting and cold outreach Drive account growth through up-selling, cross-selling, and deeper engagement Own account plans, contracts, SLAs, KPIs, and performance reviews Introduce customers to a full suite of logistics and fulfilment solutions Act as the senior commercial contact for customers Collaborate with internal teams to ensure seamless service delivery Identify efficiency, cost-saving, and improvement opportunities Maintain accurate CRM data and produce weekly sales reports Build strong networks across the e-commerce and logistics sector What You'll Bring Experience Extensive B2B/B2C sales experience in e-commerce, fulfilment, or logistics Proven track record of exceeding revenue and profit targets Strong understanding of carrier networks and e-commerce operations Demonstrable success in new business development and account growth Experience in fast-paced, high-growth environments Skills Excellent negotiation, influencing, and presentation skills Confident managing contracts, KPIs, and commercial forecasts Self-sufficient lead generator with strong pipeline discipline Commercially astute and customer-focused Full clean driving licence Personal Attributes Results-driven closer with high ownership and accountability Proactive, resilient, and highly organised Comfortable leading projects and resolving complex challenges Passion for continuous improvement and customer success Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency. In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.
Feb 27, 2026
Full time
Commercial Sales Manager Location: Redditch, Hybrid Logistics, 3pl Excellent salary, car allowance, pension, 25 days holiday, option to buy more. About the Business This business is a well-established and fast-growing provider within the e-commerce, fulfilment, and logistics space, supporting B2B and B2C customers across the UK and internationally. Known for operational excellence, scalable solutions, and strong customer partnerships, the company is focused on continued growth, innovation, and delivering measurable value for its clients. The Role We're looking for a driven Commercial Sales Manager to accelerate growth, win new business, and maximise value from key accounts. This is a hands-on, high-impact role for a confident closer who thrives in fast-paced e-commerce and fulfilment environments. You'll own revenue and profit targets, lead customer relationships end-to-end, and act as a commercial project leader across new and existing accounts. Key Responsibilities Exceed revenue and profit targets across nominated accounts Win new business through proactive prospecting and cold outreach Drive account growth through up-selling, cross-selling, and deeper engagement Own account plans, contracts, SLAs, KPIs, and performance reviews Introduce customers to a full suite of logistics and fulfilment solutions Act as the senior commercial contact for customers Collaborate with internal teams to ensure seamless service delivery Identify efficiency, cost-saving, and improvement opportunities Maintain accurate CRM data and produce weekly sales reports Build strong networks across the e-commerce and logistics sector What You'll Bring Experience Extensive B2B/B2C sales experience in e-commerce, fulfilment, or logistics Proven track record of exceeding revenue and profit targets Strong understanding of carrier networks and e-commerce operations Demonstrable success in new business development and account growth Experience in fast-paced, high-growth environments Skills Excellent negotiation, influencing, and presentation skills Confident managing contracts, KPIs, and commercial forecasts Self-sufficient lead generator with strong pipeline discipline Commercially astute and customer-focused Full clean driving licence Personal Attributes Results-driven closer with high ownership and accountability Proactive, resilient, and highly organised Comfortable leading projects and resolving complex challenges Passion for continuous improvement and customer success Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency. In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.
Forces Recruitment Solutions Group Ltd
Leighton Buzzard, Bedfordshire
A growing eyewear company is looking for an Operations Manager to improve the performance of the company and ensure customer service and logistical operations align with the company s objectives. The Operations Manager will have strong demonstrable experience in operations management, be able to bring out the best in people, and have experience in delivering results. In addition, the Operations Manager will be able to effectively communicate at all levels, have confidence and courage to face new challenges, and is able to promote the Company s core values. Applications from ex-military personnel are strongly encouraged Key Responsibilities: The specific duties of the Operations Manager include improving performance, managing resources to ensure that customer service and warehouse operational activities align with the expectations for the Company s Centre of Excellence objectives. You should be ready to mentor your team members, find ways to increase the quality of customer service and implement best practices across all levels. Find opportunities to support team & individual development possibilities Manage warehouse fulfilment efficiencies (inclusive of import & export) & all inventory controls Ensure products are accurately picked and packed on a per-order basis for dispatch to customers Goods in/out: Receive product from suppliers, ensuring physical count matches purchase order/invoice, and resolving discrepancies Monitor all fulfilment KPIs and ensure that Customer SLAs are satisfied Oversee operational systems, processes, and infrastructure while looking for opportunities for improvement, whilst ensuring all operations are carried out in an appropriate, cost-effective way Support the Sales Team s efforts by ensuring that deliverables are supported by great customer service Development and implementation of operational procedures and policies Telephony system & general equipment management, including I.T & peripherals Manage general office maintenance & security controls for the building (CCTV) Support Senior Management with logistics contract negotiations Own the completion and delivery of other projects as assigned Build and maintain productive relationships with business leaders & all stakeholders Knowledge, skills and qualifications: Essential: Can demonstrate outstanding attention to detail, administration, and documentation control capability and with proven aptitude for organising Have a heightened awareness of operational concerns, the ability to be agile whilst retaining objective focus and be responsive to time-sensitive issues Excellent organisational skills to coordinate daily team activities Able to demonstrate personal motivation and drive to deliver results You will be engaging and have a positive approach, demonstrating an awareness of personal brand and impact and have a great team spirit Emotionally intelligent; a team player with exceptional listening and communication skills Experience of working with various software, operational platforms and tools System-minded, able to pick up and integrate with new systems or processes and data reporting Proven work experience as Operations Manager or similar role Customer Service Management experience Outstanding line management experience with proven Leadership ability Salary: £45,000 £50,000 Benefits: To be discussed further at the interview stage
Feb 24, 2026
Full time
A growing eyewear company is looking for an Operations Manager to improve the performance of the company and ensure customer service and logistical operations align with the company s objectives. The Operations Manager will have strong demonstrable experience in operations management, be able to bring out the best in people, and have experience in delivering results. In addition, the Operations Manager will be able to effectively communicate at all levels, have confidence and courage to face new challenges, and is able to promote the Company s core values. Applications from ex-military personnel are strongly encouraged Key Responsibilities: The specific duties of the Operations Manager include improving performance, managing resources to ensure that customer service and warehouse operational activities align with the expectations for the Company s Centre of Excellence objectives. You should be ready to mentor your team members, find ways to increase the quality of customer service and implement best practices across all levels. Find opportunities to support team & individual development possibilities Manage warehouse fulfilment efficiencies (inclusive of import & export) & all inventory controls Ensure products are accurately picked and packed on a per-order basis for dispatch to customers Goods in/out: Receive product from suppliers, ensuring physical count matches purchase order/invoice, and resolving discrepancies Monitor all fulfilment KPIs and ensure that Customer SLAs are satisfied Oversee operational systems, processes, and infrastructure while looking for opportunities for improvement, whilst ensuring all operations are carried out in an appropriate, cost-effective way Support the Sales Team s efforts by ensuring that deliverables are supported by great customer service Development and implementation of operational procedures and policies Telephony system & general equipment management, including I.T & peripherals Manage general office maintenance & security controls for the building (CCTV) Support Senior Management with logistics contract negotiations Own the completion and delivery of other projects as assigned Build and maintain productive relationships with business leaders & all stakeholders Knowledge, skills and qualifications: Essential: Can demonstrate outstanding attention to detail, administration, and documentation control capability and with proven aptitude for organising Have a heightened awareness of operational concerns, the ability to be agile whilst retaining objective focus and be responsive to time-sensitive issues Excellent organisational skills to coordinate daily team activities Able to demonstrate personal motivation and drive to deliver results You will be engaging and have a positive approach, demonstrating an awareness of personal brand and impact and have a great team spirit Emotionally intelligent; a team player with exceptional listening and communication skills Experience of working with various software, operational platforms and tools System-minded, able to pick up and integrate with new systems or processes and data reporting Proven work experience as Operations Manager or similar role Customer Service Management experience Outstanding line management experience with proven Leadership ability Salary: £45,000 £50,000 Benefits: To be discussed further at the interview stage
Wolviston Management Services are delighted to be supporting a growing, design-led retail business in the appointment of an eCommerce Customer Experience Manager. This is a key, senior-facing role with full ownership of the end-to-end customer journey across all digital and service touchpoints. You'll play a pivotal part in shaping a premium, brand-aligned customer experience while driving measurable improvements in service performance, operational efficiency and customer loyalty. The Role Reporting into the wider Senior Leadership Team, you will take responsibility for enhancing the complete customer lifecycle from first interaction through purchase, delivery, aftercare and repeat engagement. Combining a data-driven mindset with hands-on leadership, you'll identify friction points across the journey and implement scalable improvements that positively impact CSAT, NPS, conversion and retention. You will work closely with eCommerce, Operations, Logistics and external partners to ensure the customer experience reflects the quality, tone and service standards expected of a premium interiors brand. Key Responsibilities Own and continuously improve the end-to-end eCommerce customer journey across web, email, delivery, returns, aftercare and reviews Identify and prioritise customer pain points, including product information gaps, delivery uncertainties, damages and returns complexity Lead and manage day-to-day customer experience performance across all service channels (email, phone, live chat, social and marketplaces where applicable) Set, monitor and improve service SLAs and KPIs, driving response times, resolution quality and overall service excellence Develop robust processes for common interiors challenges, including lead times, backorders, delivery booking and tracking Lead, coach and develop the customer service team (in-house and/or outsourced), fostering a high-performance, customer-first culture Implement quality assurance frameworks, including QA scorecards, coaching, calibration and tone-of-voice standards Support workforce planning and peak trading readiness across seasonal and promotional periods Collaborate with 3PLs, couriers and installation partners to enhance delivery experience and reduce service exceptions Use data, insight and reporting to inform decision-making and continuous improvement initiatives About You To be successful in this role, you will bring: Proven experience in eCommerce customer experience or customer operations management Background within interiors, homeware, furniture, premium retail or a high-consideration product environment (preferred) Strong understanding of fulfilment, delivery and returns processes and their impact on customer experience Demonstrated experience in journey mapping, process design and cross-functional improvement delivery Confidence working with data, reporting tools and performance metrics A proactive, solutions-focused mindset with strong stakeholder management skills Experience leading and developing customer service teams in a fast-paced environment Why Apply? This is an excellent opportunity to join a growing, forward-thinking business where customer experience sits at the heart of the brand proposition. The role offers genuine ownership, influence and the opportunity to make a lasting impact within a premium retail environment.
Feb 22, 2026
Full time
Wolviston Management Services are delighted to be supporting a growing, design-led retail business in the appointment of an eCommerce Customer Experience Manager. This is a key, senior-facing role with full ownership of the end-to-end customer journey across all digital and service touchpoints. You'll play a pivotal part in shaping a premium, brand-aligned customer experience while driving measurable improvements in service performance, operational efficiency and customer loyalty. The Role Reporting into the wider Senior Leadership Team, you will take responsibility for enhancing the complete customer lifecycle from first interaction through purchase, delivery, aftercare and repeat engagement. Combining a data-driven mindset with hands-on leadership, you'll identify friction points across the journey and implement scalable improvements that positively impact CSAT, NPS, conversion and retention. You will work closely with eCommerce, Operations, Logistics and external partners to ensure the customer experience reflects the quality, tone and service standards expected of a premium interiors brand. Key Responsibilities Own and continuously improve the end-to-end eCommerce customer journey across web, email, delivery, returns, aftercare and reviews Identify and prioritise customer pain points, including product information gaps, delivery uncertainties, damages and returns complexity Lead and manage day-to-day customer experience performance across all service channels (email, phone, live chat, social and marketplaces where applicable) Set, monitor and improve service SLAs and KPIs, driving response times, resolution quality and overall service excellence Develop robust processes for common interiors challenges, including lead times, backorders, delivery booking and tracking Lead, coach and develop the customer service team (in-house and/or outsourced), fostering a high-performance, customer-first culture Implement quality assurance frameworks, including QA scorecards, coaching, calibration and tone-of-voice standards Support workforce planning and peak trading readiness across seasonal and promotional periods Collaborate with 3PLs, couriers and installation partners to enhance delivery experience and reduce service exceptions Use data, insight and reporting to inform decision-making and continuous improvement initiatives About You To be successful in this role, you will bring: Proven experience in eCommerce customer experience or customer operations management Background within interiors, homeware, furniture, premium retail or a high-consideration product environment (preferred) Strong understanding of fulfilment, delivery and returns processes and their impact on customer experience Demonstrated experience in journey mapping, process design and cross-functional improvement delivery Confidence working with data, reporting tools and performance metrics A proactive, solutions-focused mindset with strong stakeholder management skills Experience leading and developing customer service teams in a fast-paced environment Why Apply? This is an excellent opportunity to join a growing, forward-thinking business where customer experience sits at the heart of the brand proposition. The role offers genuine ownership, influence and the opportunity to make a lasting impact within a premium retail environment.
