At a Glance
- Tasks: Lead a large team to enhance customer experience and operational performance.
- Company: Dynamic company based in Edinburgh with a focus on innovation.
- Benefits: Competitive salary, generous holiday, private healthcare, and career development opportunities.
- Other info: Flexible working environment with a mix of office and home working.
- Why this job: Make a real impact by driving change in customer operations and leading a high-performing team.
- Qualifications: 5+ years in customer operations with proven leadership skills.
The predicted salary is between 75000 - 85000 £ per year.
Overview
Function: On Trade - Customer Experience
Location: Edinburgh (St Andrew Square) - a mix of office and home working.
Salary: £75k - £85k + performance bonus + (depending on experience) plus 15% of base salary as a benefits allowance plus annual performance bonus, in addition to full benefits listed below.
Contract: Permanent
Closing Date: Thursday 4th June 2026
About the role
As Head of On Trade Operations, you’ll lead a large, multi-layered team and drive performance across Customer Care, Operations, Planning, and the service platforms that underpin how we serve customers every day. You’ll lead three direct reports across Customer Care, On Trade Operations and On Trade Planning, with overall accountability for a wider function of approximately 70 FTE. You’ll set the operational direction for our On Trade Customer Experience function, ensuring outstanding service, protecting revenue, and building a resilient, data-led operating model. This senior leadership role focuses on integrating people, process, data, and technology to build a high-performing, scalable and compliant operation.
What you’ll be doing
- Own the operational agenda for On Trade Customer Experience, defining how Customer Care, Operations and Planning deliver service, productivity and resilience.
- Lead and deliver the end-to-end operational roadmap, driving continuous improvement in performance, customer outcomes and colleague experience.
- Lead Customer Care as a core service function, building a high-performance, customer-first culture focused on resolution, accountability and insight-led decision making.
- Develop and evolve issue resolution capability, embedding automation, technology and external best practice to improve speed, quality and consistency.
- Drive productivity across Sales and Customer Care, ensuring effective deployment of resources aligned to business priorities and demand.
- Own end-to-end On Trade processes within the M2C framework, ensuring governance, control and compliance across operational change.
- Ensure business continuity across On Trade operations, managing incidents and protecting service delivery and revenue.
- Lead evolution of operating models through experimentation, organisational design and continuous optimisation aligned to customer and market needs.
- Oversee operational performance, compliance and reporting, including health and safety, service standards and productivity metrics.
- Own and manage key operational platforms including Salesforce Case Management and Genesis, ensuring scalable and efficient service delivery.
- Contribute to the CX leadership team, shaping culture, engagement and cross-functional customer experience outcomes.
- Lead, coach and develop your leadership team, building capability, accountability and a consistently high-performing operational culture.
Who we’re looking for
You’re an experienced operational leader who brings structure, clarity and pace to complex, high-volume environments, and who can connect customer operations to commercial outcomes while leading large teams through change.
- Significant experience (5+ years) in UK On Trade or a similar large-scale customer operations environment.
- Proven leadership of large, multi-level teams (approximately 70 FTE or similar scale).
- Strong track record of improving operational performance, service quality and productivity.
- Experience leading Customer Care or service-led operational functions.
- Confidence working across data, platforms and operational systems to improve outcomes.
- Understanding of agile ways of working and operating model design.
- Strong stakeholder management skills in a matrix environment.
- Evidence of driving change, improving processes and embedding continuous improvement.
- A growth mindset with a focus on capability building and team development.
It’s not just what you know - it’s how you work
- Lead with ownership, empathy and accountability.
- Bring strategic thinking and operational discipline.
- Communicate clearly and decisively.
- Collaborate effectively across teams and functions.
- Foster curiosity, adaptability and continuous improvement.
Benefits
- Discretionary Annual bonus.
- Benefits Allowance (15% of base salary).
- Company-funded Private Medical Healthcare.
- Double matched pension contributions (up to 10%).
- 35 days holiday (with the opportunity to buy/sell).
- A quarterly allowance towards purchasing our ciders and beers.
- Exciting opportunities to develop your career.
Head of On Trade Operations employer: Heineken UK
As the Head of On Trade Operations, you will thrive in a dynamic work environment located in the heart of Edinburgh, where a blend of office and home working fosters flexibility and work-life balance. Our company prioritises employee growth through exciting career development opportunities, while offering a competitive salary package that includes a generous benefits allowance and performance bonuses. Join us to lead a high-performing team dedicated to delivering exceptional customer experiences, all within a culture that values accountability, collaboration, and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Head of On Trade Operations
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you showcase why you're the perfect fit for the Head of On Trade Operations role.
✨Tip Number 3
Practice your answers to common interview questions, especially those related to leadership and operational performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Head of On Trade Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of On Trade Operations. Highlight your experience in leading large teams and improving operational performance, as these are key aspects of the job.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've driven change and improved customer outcomes in previous positions.
Showcase Your Leadership Style:We want to know how you lead! Describe your approach to building high-performing teams and fostering a customer-first culture. This will help us understand how you align with our values.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity.
How to prepare for a job interview at Heineken UK
✨Know Your Numbers
As a Head of On Trade Operations, you'll need to demonstrate your understanding of operational metrics. Brush up on key performance indicators relevant to customer care and operations, and be ready to discuss how you've improved these in past roles.
✨Showcase Leadership Experience
Prepare examples that highlight your experience leading large teams. Think about specific challenges you've faced, how you motivated your team, and the outcomes of your leadership. This will show your ability to drive performance across a multi-layered team.
✨Emphasise Continuous Improvement
Be ready to talk about your approach to continuous improvement. Share specific instances where you've implemented changes that enhanced service quality or operational efficiency. This aligns perfectly with the role's focus on driving productivity and resilience.
✨Connect with Company Values
Research the company's culture and values, especially around customer experience and operational excellence. During the interview, relate your personal values and work style to theirs, demonstrating that you're not just a fit for the role, but also for the company.
