Customer Operations Manager

Job Title: Customer Operations Manager Location: Brentford Contract : Fulltime/ Permanent Department: Operations Reporting to: Head of Operations Aromatherapy Associates has been sharing the therapeutic powers of essential oils for over 35 years. The Brand was founded in 1985 by Geraldine Howard & Sue Beechey, therapists that had trained under the renowned aromatherapist Micheline Arcier, who can be traced back to the modern-day founders of aromatherapy. It was then that they experienced first-hand the powerfully positive effects of essential oils on our physical and emotional wellbeing. As a Company we have a family culture and live by one of Geraldine’s beliefs: “It’s more than just a business, it’s a way of life”. The brand is present in over 50 markets globally with Regional Sales offices in the UK, US and Hong Kong. Distribution is across Spa, Retail, Online Retailers, E-commerce and Distributor partners. As aromatherapy experts, our vision has remained constant for a generation – sharing the power and therapeutic effects of natural essential oils. Our award-winning blends have gained recognition across the beauty world for their transformative effects on the mind, body and skin. Expertly hand-blended in our London laboratory, our essential oils and unique active botanicals have created innovations in body and skincare. We care deeply about the ingredients we use and how we deliver them to you. We take a mindful approach to the origins, workers wellbeing and certification of all our oils and botanicals, with a commitment to evolving our support for global community projects. Our sustainability vision is an ongoing endeavour, along with our desire to create the very best aromatherapy products, so you can enjoy beautiful, glowing, healthy skin, free from harsh chemicals and unnecessary synthetics. Code of best practice: Act as an ambassador of a world-class brand and deliver our products and services in accordance with the Standard Operating Procedures to ensure customers receive the expected and desirable level of customer service through a sincere approach of professionalism, valuable parting of knowledgeable advice, unsurpassed quality of delivery and genuine attention to customer fulfilment and experience. Key Responsibilities Reporting to the Head of Operations, the Customer Supply Operations Manager role is key to ensuring our 3PL partnerships in UK/EU are managed effectively, whilst also managing a team of trade operations specialists responsible for order & customer management. This role will also be key in building relationships with varied commercial teams, ensuring clear & consistent reporting to update key stakeholders on monthly performance. Responsible for maintaining service, cost & relationships with 3rd party warehousing & logistics partnerships in the UK & EU. Manage and develop a team of 5 Trade operatives who are responsible for keying & managing global orders to a diverse set of customers (retail partners, distributors & intercompany shipments to US/Asia). Develop internal reporting and chair performance meetings to provide clear & consistent updates on shipment status Identify & drive operational cost saving measures with a LEAN mentality to all warehouse & logistics touch points for the business Build effective working relationships with our commercial teams, aligning & managing priority orders and accounts to give appropriate service to support sales budgets Support our group customer service centre with a customer first mindset – setting appropriate guidance for customer service assistants to engage & delight our customers Person Specification At least 2 years experience in an Operations/Customer Supply Chain Management role Experience working with 3PL warehouses, demonstrating strong partnerships which deliver value Strong communication and interpersonal skills – ability to maintain & build great internal & external relationships A strong level of excel, with experience in managing and analysing large volume of data Strong commercial awareness Demonstratable problem solving and numeracy skills Excellent attention to detail Aromatherapy Associates is dedicated to fostering a workplace that values diversity, equity, and inclusion. We believe that a diverse workforce leads to richer discussions, innovative ideas, and better outcomes for our team and the communities we serve. We actively encourage applicants from all backgrounds to join us in our mission to create a more inclusive and equitable future.