We are delighted to be supporting our client with their search for an experienced Head of Customer Operations.

The purpose of this role is to lead on all the practical, event related customer touch points. Customer Service, Fulfilment of pre and post-event activities, Delivery of Charity requirements and Merchandise sourcing, analysis and development. As part of the Management Team, you will be a conduit between operations, marketing and customer delivery.

Key accountabilities:

Customer Service

• Overall responsibility for the Customer Services function on a day to day basis.
• Oversight of event day Customer Services resourcing and delivery, ensuring consistency of approach and successful event day delivery.
• Provide insight on best practice and to identify opportunities for efficiencies whether through resourcing or technological advances

Fulfilment

• Line management of the Fulfilment Manager
• Lead on the processes around sourcing of pre and post-event fulfilment, ensuring that we are appropriately choosing and managing our suppliers
• Take responsibility for ensuring that the level of pre and post-event fulfilment are appropriate and are in line with expectations based on operational levels and sales.
• Liaise with operations and marketing in line with the above to appropriate plan and delivery the pre and post-event
• Take overall ownership for the tender process for the above.

Merchandise

• To lead on the Merchandise offering for all divisions
• To oversee the sourcing and range selection ensuring that we have the right product in the right place at the right price
• To provide analysis of the sales trends behind the merchandising decisions
• To take a lead on managing the merchandising supply relationships, in conjunction with the Commercial Director

Charity

• To line manage the Charity Manager who oversees the process on a day-to-day basis.
• To take responsibility for the delivery of the charity requirements on event day
• To ensure that the Charity management process remains efficient, capable and fit for purpose.

Key skills/ requirements:

• Strong commercial awareness and analytical skills - ability to interpret data and identify key trends to support strategic decisions
• Ability to drive value, control costs and improve revenues
• Experience of managing complex teams in a challenging environment
• Excellent project management skills to ensure initiatives are aligned with business goals.
• A high level of attention to detail, ensuring accuracy across all analysis and reporting
• Flexibility and adaptability to change, with the ability to integrate new ways of working quickly and effectively
• Strong self-management skills - ability to prioritise workloads and deliver within agreed timeframes
• Effective communication skills
• Strong problem-solving ability, identifying opportunities for improvement and developing practical, efficient solutions
• Experience of change management
• A high level of commercial acumen with experience of stakeholder and partner management, supplier negotiations and operational delivery under pressure