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- Tasks: Lead customer operations, ensuring top-notch service and event delivery.
- Company: Dynamic organisation focused on impactful charity events and customer satisfaction.
- Benefits: Competitive salary, career growth, and a chance to make a difference.
- Why this job: Be at the forefront of customer experience and charity initiatives.
- Qualifications: Experience in customer service, project management, and team leadership.
- Other info: Fast-paced environment with opportunities for innovation and change.
The predicted salary is between 43200 - 72000 £ per year.
We are delighted to be supporting our client with their search for an experienced Head of Customer Operations. The purpose of this role is to lead on all the practical, event related customer touch points including Customer Service, Fulfilment of pre and post-event activities, Delivery of Charity requirements and Merchandise sourcing, analysis and development.
As part of the Management Team, you will be a conduit between operations, marketing and customer delivery.
Key accountabilities:- Customer Service: Overall responsibility for the Customer Services function on a day to day basis. Oversight of event day Customer Services resourcing and delivery, ensuring consistency of approach and successful event day delivery. Provide insight on best practice and identify opportunities for efficiencies whether through resourcing or technological advances.
- Line management of the Fulfilment Manager. Lead on the processes around sourcing of pre and post-event fulfilment, ensuring that we are appropriately choosing and managing our suppliers. Take responsibility for ensuring that the level of pre and post-event fulfilment are appropriate and in line with expectations based on operational levels and sales.
- Liaise with operations and marketing to appropriately plan and deliver the pre and post-event. Take overall ownership for the tender process for the above.
- Lead on the Merchandise offering for all divisions. Oversee the sourcing and range selection ensuring that we have the right product in the right place at the right price. Provide analysis of the sales trends behind the merchandising decisions. Manage the merchandising supply relationships, in conjunction with the Commercial Director.
- Charity: Line manage the Charity Manager who oversees the process on a day-to-day basis. Take responsibility for the delivery of the charity requirements on event day. Ensure that the Charity management process remains efficient, capable and fit for purpose.
Strong commercial awareness and analytical skills - ability to interpret data and identify key trends to support strategic decisions. Ability to drive value, control costs and improve revenues. Experience of managing complex teams in a challenging environment. Excellent project management skills to ensure initiatives are aligned with business goals. A high level of attention to detail, ensuring accuracy across all analysis and reporting. Flexibility and adaptability to change, with the ability to integrate new ways of working quickly and effectively. Strong self-management skills - ability to prioritise workloads and deliver within agreed timeframes. Strong problem-solving ability, identifying opportunities for improvement and developing practical, efficient solutions. Experience of change management. A high level of commercial acumen with experience of stakeholder and partner management, supplier negotiations and operational delivery under pressure.
Head of Customer Operations in Newcastle upon Tyne employer: Jackson Hogg
Contact Detail:
Jackson Hogg Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Customer Operations role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its events. Understand their customer service approach and think about how you can bring efficiencies to their operations. This will show you're genuinely interested and ready to hit the ground running.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the key accountabilities of the role. Highlight your project management skills and your ability to drive value and improve revenues – these are crucial for the Head of Customer Operations.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Head of Customer Operations in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Operations role. Highlight your experience in customer service, event management, and team leadership. We want to see how your skills align with our needs!
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. Share specific examples of your past successes in managing customer operations and driving efficiencies.
Showcase Your Analytical Skills: Since this role requires strong analytical skills, don’t forget to mention any relevant experience you have with data interpretation and trend analysis. We love seeing how you can use data to make strategic decisions!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of all the amazing candidates like you!
How to prepare for a job interview at Jackson Hogg
✨Know Your Customer Operations Inside Out
Before the interview, dive deep into understanding customer operations, especially in event management. Familiarise yourself with best practices in customer service and fulfilment processes. This will help you speak confidently about how you can lead these areas effectively.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to drive decisions in previous roles. Bring examples of how you've identified trends and implemented changes based on your analysis. This will demonstrate your strong commercial awareness and ability to improve efficiencies.
✨Highlight Your Leadership Experience
Since this role involves managing teams, be ready to share specific instances where you've successfully led complex teams. Talk about your approach to line management and how you've fostered collaboration between different departments like operations and marketing.
✨Prepare for Problem-Solving Scenarios
Think of challenges you've faced in past roles and how you overcame them. Be ready to discuss your problem-solving strategies and how you adapt to change. This will show your flexibility and ability to manage under pressure, which is crucial for this position.