★ Specialism

Salary:

£

Location: Wakefield, Yorkshire & the Humber

Our Reference: MV13319

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Thank you for taking an interest in the role advertised. We'd like to confirm that each CV received is read thoroughly by a trained consultant; if your application is shortlisted then you will be contacted via telephone in the first instance.

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Customer Operations Manager – B2B

Compensation & Salary: Above Market Rate (available upon request)

Location: Wakefield (Onsite) Additional Info: Excellent Company Culture | Onsite Gym | Free Onsite Parking | + More | Our Client: B2B Electrical Manufacturer & Supplier

The Role:

Reporting to the Commercial Director, the Customer Operations Manager will be highly process driven and detail oriented, whilst being an inspiring and approachable leader. You will set the strategy for the department, aligning activity with business goals whilst improving efficiency, service quality and team performance. With a continuous improvement mindset, you will streamline processes, encourage collaboration across teams and support initiatives that enhance customer satisfaction and sustainable sales growth.

Roles & Responsibilities:

Strategy: Develop &set the strategic direction for the Sales Support department, working closely with the Senior Leadership team to identify and implement process improvements, service enhancements, and cost efficiencies.
Leadership & People Management: Manage 2 Team Leaders and indirectly manage 13 Sales Support Executives. Lead recruitment, coaching and development to drive performance, customer satisfaction and operational excellence.
Customer Experience & Escalations: Oversee UK & International customer journeys, resolving escalations and ensuring a seamless, compliant service.
Internal Systems & Technologies: Ensure teams’ effective and accurate use of the internal systems and act as a champion for any technology upgrades/transformations.
Data Quality: Consistently maintain a high standard of data accuracy across the team, ensuring all information and activity is efficiently recorded within the appropriate systems to improve service delivery and support business growth.
Cross-Departmental Collaboration: Work collaboratively with Sales, Operations and other internal teams, streamlining workflows to enhance customer experience and drive revenue.
Reporting: Define, track, and evaluate measurements of success & KPIs, using insights to drive continuous improvement, and align team efforts with strategic goals.
Budget & Resources: Support budget planning, monitor spend and optimise resources without compromising service quality.

Skills & Experience:

Solid experience as a Customer Operations Manager, Sales Operations Manager, or Sales Support Manager or similar, within a B2B environment is essential.
Confident, inspiring, detail oriented, and process driven character is essential.
Strong people management & leadership experience; recruiting, coaching, and managing the performance of a department.
Confident acting as an escalation point, with experience handling and resolving complex issues whilst protecting customer relationships.
Experience working with data to report on KPIs, and support decision making to improve processes, increase efficiency and enhance customer experience.
Extensive professional experience using/working with an internal CRM/ERP. experience working with data to report on KPIs and support decision making.
Excellent communicator with the ability to build and manage stakeholder relationships and work comfortably across different departments.
Experience managing budgets/resources, with an understanding of how to maximise service efficiency.
Due to the nature of our roles, candidates must be a UK resident residing within commutable distance to Wakefield, West Yorkshire. Please note that we are unable to provide visa sponsorship for this role. Applicants must have the right to work in the UK for the duration of the role without requiring sponsorship.

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