Operations Manager (Trade) in London

As our next Operations Manager (Trade), you'll be the engine behind how this function performs - without managing a team of your own. This is a pure strategy and enablement role: you'll sit alongside the Head of Operations, working across all three teams as an internal operator and problem-solver.

You'll own the analytical framework, design and improve the processes the teams run on, and make sure the right insight reaches the right people at the right time. This isn't a support role. It's a builder role. You'll have genuine ownership across analytics, operational excellence, and cross-functional delivery - with a direct line of sight to MRR, bad debt, cash collection, and trade satisfaction outcomes.

Responsibilities

• Analytics and insight: you will build and own the performance reporting framework across Retention, Credit Control, and Trade Support. Surface the right metrics – churn signals, collection rates, bad debt exposure, resolution times, satisfaction scores – and translate them into decisions that actually land with the teams and with Finance.
• Process design and improvement: you will map end-to-end workflows across in-house and BPO teams, identify friction and failure points, and design scalable improvements – working within legacy system constraints while pushing for meaningful change.
• Operational enablement: you will act as the connective tissue between the Head of Operations and the teams on the ground. You'll develop the frameworks, playbooks, and tools that help Retention, Credit Control, and Trade Support perform consistently – without being their line manager.
• Cross-functional coordination: you will act as the connective layer between Trade Lifecycle, Finance, Product, CRM, and Engineering – making sure operational priorities are grounded in commercial outcomes and aligned to what those teams are building.
• Execution and accountability: you will own the cadence of reviews, check-ins, and reporting cycles that keep the function honest and on track. Build the rhythms of execution – not just the strategy – so momentum is maintained week on week across all three teams.
• Data infrastructure and tooling: you will identify gaps in reporting tooling, work with Engineering and CRM to close them, and build self-serve analytics capability so teams aren't dependent on ad-hoc data pulls to make decisions.

Qualifications

• A breadth of experience in a strategy, operations, or analytical role – ideally within a high-growth or marketplace business. Consulting backgrounds are equally welcome.
• Strong SQL or equivalent data skills – you can get to the data yourself, not just interpret what others give you.
• Commercial fluency – you understand what MRR, churn, bad debt, and cash collection mean in practice, not just in theory.
• Experience working across operational teams – you know how retention, collections, or customer support functions work on the ground, and you can design for that reality.
• Experience with BPO or vendor management – you've worked alongside external partners before and know how to drive improvement without managing them directly.
• Proficiency with BI tooling (e.g. Tableau) – able to build self-serve reporting and define metrics frameworks (ideally), not just consume them.
• Confidence with use of AI tools – specifically Claude.

Benefits

• Competitive salary + commission.
• Health, well-being and learning support.
• Gym membership, Smart Tech Scheme and Cycle Scheme.
• Birthday/Special day leave.
• Buy & sell holiday scheme.
• 1 week's paid charity leave and much more!