At a Glance
- Tasks: Lead daily operations for subscription services and enhance customer engagement.
- Company: Join Our Media, a vibrant content business in Bristol with exciting brands.
- Benefits: Enjoy flexible working, generous leave, and a matched pension scheme.
- Other info: Be part of a diverse team committed to sustainability and positive change.
- Why this job: Make a real impact on customer loyalty and experience in a creative environment.
- Qualifications: Strong organisational skills and experience in project management or operations.
The predicted salary is between 30000 - 36000 £ per year.
Location: Hybrid / Colston Ave, Bristol BS1 4ST, UK
Job type: Permanent / Full-time
Sector and subsector: Commercial & Marketing | Marketing
Annual Salary range: from £30,000 to £36,000
Company description
Our Media is a leading special‑interest content business, based in the buzzing, creative city of Bristol. We're home to market‑leading brands in craft, cycling, science and nature, homes and music. We help our audiences pursue their passions through highly trusted, original content – in print, video and online. Our much‑loved brands include BBC Science Focus, BBC Wildlife Magazine, YourHome, Gathered.how, BikeRadar and Cycling Plus. We also have an award‑winning content agency that works with major charities, brands and membership organisations to help them tell their stories and engage audiences better – in print, video, and online.
Position
We are looking for a highly organised and process‑driven Operations Lead to join our Customer Loyalty, CRM & Engagement team, providing the operational support that underpins our subscription activity, fulfilment processes, and customer retention operations. This is a role with genuine operational ownership. You will be responsible for ensuring that subscription processes, automated activity, and partner relationships are consistently performing to a high standard – monitoring performance, maintaining clear processes, coordinating with partners, and making sure issues are identified and resolved quickly.
We are looking for someone with a demonstrable track record of operational delivery – strong project management skills, a structured and methodical approach, and a genuine commitment to well documented, scalable processes. Direct experience in subscriptions or loyalty is desirable but not essential. The role reports directly to the Head of CRM, Loyalty & Engagement and carries cross‑functional responsibility across customer experience, fulfilment, customer service, CRM, and engagement.
Responsibilities
- Own the day‑to‑day operational delivery of subscription BAU activity, including renewal communications, cancellation processes, and win‑back flows.
- Monitor the performance of automated subscription journeys and retention activity, flagging delivery failures, drop‑offs, or emerging churn trends and coordinating prompt resolution.
- Track and report regularly on key retention metrics – including renewal rates, cancellation volumes, and retention offer performance – surfacing concerns to the Head of Customer Loyalty & Experience in a timely manner.
- Support the operational implementation of pricing changes and retention offer mechanics, coordinating across relevant teams to ensure smooth execution.
- Serve as the day‑to‑day operational contact for fulfilment partners and the customer service team, managing routine liaison and maintaining clear lines of communication.
- Track and coordinate the resolution of fulfilment issues, maintaining documented escalation processes and ensuring problems are closed out effectively.
Process & Documentation
- Own and maintain operational process documentation, ensuring workflows are accurate, accessible, and kept up to date.
- Identify gaps or inefficiencies in existing processes and bring forward practical recommendations for improvement.
A bit about you
- Demonstrable experience in a project management, project coordination, or operations role, with the ability to manage multiple workstreams and deliver to deadline.
- Highly organised, with strong documentation habits and a structured approach to prioritisation.
- A track record of building and improving operational workflows, with evidence of driving consistency and reliability in previous roles.
- Demonstrated ability to read and interpret data – including performance metrics and trends – and translate findings into clear, accurate reporting.
- Experience managing communication across internal teams and external partners, with a proven ability to keep stakeholders informed and escalated issues appropriately.
Preferred
- Exposure to subscription or membership‑based business models.
- Experience coordinating with fulfilment partners or third‑party suppliers.
- Experience in a customer‑facing or service environment, with an understanding of how operational decisions affect the end customer.
Company benefits
- Pension contribution matched to 5%.
- Season ticket loan.
- Hybrid working pattern, flexi start/finish time.
- 25 days annual leave plus bank holidays, plus Christmas closure, plus your birthday off.
- Enhanced Parental Leave.
- Option to buy/sell up to 5 days holiday a year.
- Social committee, regular in‑house learning events.
- 4× life assurance.
Our values
We strongly believe that work is not just about what we achieve, but how we achieve it. We want our people to thrive and develop, and we want to effect positive change in the world. The values are:
- Be kind.
- Be the best we can be.
We also have a sustainability strategy built on five key pillars: Research, Reduction, Recycling, Responsibility, and Reporting. Our office building, Eagle House, is a zero‑waste facility powered by solar and renewable energy.
Our diversity and inclusion commitment: We respect and value differences. We strive to create a more diverse and inclusive environment and ensure our content is representative of all audiences. We have six internal D&I network groups to support people.
Eligibility
Based in Bristol, hybrid working 60% office. Right to work in the UK required. We do not offer visa sponsorship.
Closing Date
The closing date for this role is Wednesday 8th July 2026. We review CVs on an ongoing basis and may close the role early due to high interest.
Operations Lead in Bristol employer: Hollybank Trustees Ltd
Our Media is an exceptional employer located in the vibrant city of Bristol, offering a dynamic work culture that prioritises employee growth and well-being. With a strong commitment to sustainability and diversity, we provide generous benefits including a matched pension contribution, flexible working arrangements, and ample annual leave, ensuring our team members thrive both personally and professionally while contributing to meaningful content that resonates with our audiences.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Lead in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hollybank Trustees Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hollybank Trustees Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Lead in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hollybank Trustees Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Hollybank Trustees Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hollybank Trustees Ltd!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
