At a Glance
- Tasks: Lead a dynamic team to enhance customer care and operational excellence in the On Trade sector.
- Company: Join HEINEKEN, the UK's top pub, cider, and beer business with a focus on innovation.
- Benefits: Enjoy a competitive salary, annual bonus, private healthcare, and generous holiday allowance.
- Other info: Hybrid working model with exciting career development opportunities in a supportive environment.
- Why this job: Shape the future of customer experience while driving impactful change in a vibrant industry.
- Qualifications: 5+ years in On Trade operations with proven leadership skills and a passion for improvement.
The predicted salary is between 70000 - 90000 £ per year.
Location: Edinburgh (St Andrew Square) – hybrid office and home working
Contract: Permanent
Closing Date: Thursday 4th June 2026
Overview
HEINEKEN is the UK’s leading pub, cider, and beer business, committed to delivering operational excellence across its On Trade Customer Experience function.
About the role
As Head of On Trade Operations, you will lead a large, multi‑layered team and shape the operational direction for Customer Care, Operations and Planning. You will own the operational agenda, deliver the roadmap, and ensure service, productivity, and resilience are maintained at scale.
Responsibilities
- 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.
Qualifications
- Significant experience (5+ years) in UK On Trade or a similar large‑scale customer operations environment.
- Proven leadership of large, multi‑level teams (c.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.
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).
- Quarterly allowance towards purchasing HEINEKEN ciders and beers.
- Exciting opportunities to develop your career within the HEINEKEN On Trade business.
Head of On Trade Operations in Edinburgh employer: Heineken
HEINEKEN is an exceptional employer, offering a dynamic work environment in the heart of Edinburgh with a hybrid working model that promotes work-life balance. Employees benefit from a generous benefits package, including a discretionary annual bonus, private medical healthcare, and extensive holiday allowances, all while being part of a culture that prioritises continuous improvement and professional development. With opportunities to lead a large, multi-layered team and shape operational excellence, HEINEKEN fosters a high-performance, customer-first culture that empowers employees to thrive and grow in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of On Trade Operations in Edinburgh
✨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 stand out as someone who truly gets what they're about.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want you to sound confident and authentic, not like you're reading from a script. Mock interviews with friends can really help!
✨Tip Number 4
Don’t forget to follow up after your interview! 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 in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of On Trade Operations role. Highlight your experience in customer operations and leadership, and don’t forget to showcase any achievements that align with the responsibilities listed in the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific examples from your past that demonstrate your ability to lead teams and improve operational performance.
Showcase Your Leadership Style:In your application, make sure to highlight your leadership style and how it aligns with building a high-performance, customer-first culture. We want to see how you’ve developed teams and driven change in previous roles.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our company culture there.
How to prepare for a job interview at Heineken
✨Know Your Stuff
Make sure you thoroughly understand HEINEKEN's On Trade operations and the specific role of Head of On Trade Operations. Familiarise yourself with their customer care strategies, operational frameworks, and any recent news about the company. This will show your genuine interest and help you answer questions more confidently.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading large teams and driving operational excellence. Think about specific challenges you've faced and how you improved service quality or productivity. Be ready to discuss your approach to building a high-performance culture and how you’ve developed your team in the past.
✨Emphasise Continuous Improvement
Since the role focuses on driving continuous improvement, come prepared with ideas on how to enhance operational performance. Discuss any methodologies you’ve used, like agile practices or automation, and how they’ve positively impacted your previous roles. This will demonstrate your proactive mindset and commitment to excellence.
✨Engage with Questions
At the end of the interview, don’t forget to ask insightful questions. Inquire about the current challenges facing the On Trade operations or how they measure success in customer care. This not only shows your interest but also gives you a chance to assess if the company aligns with your values and career goals.
