At a Glance
- Tasks: Lead the Customer Experience team and drive service excellence in a fast-paced environment.
- Company: Join a leading UK manufacturer known for quality and innovation.
- Benefits: Competitive salary, hybrid working, guaranteed progression, and mentorship opportunities.
- Other info: Dynamic role with exposure to senior leadership and strategic projects.
- Why this job: Shape the future of customer operations and logistics while advancing your career.
- Qualifications: Experience in FMCG, strong leadership skills, and knowledge of SAP and Excel.
R13 Recruitment are delighted to be supporting a leading UK manufacturer in their search for a Customer Operations Manager, with the role offering a future career plan to Head of Logistics & Customer Operations. This is a rare opportunity for an ambitious operational leader to join a growing business, taking ownership of an established customer operations function while benefiting from genuine long-term career development, broader operational exposure and the opportunity to progress into a senior leadership position. You'll lead an established Customer Experience function while gaining valuable exposure to wider logistics and operational activities. As your knowledge and responsibilities grow, you'll have the opportunity to contribute to strategic projects and play an increasingly influential role with future potential to oversee both logistics and customer operations. Please note a minimum of three days per week is required in the office (ideally more, as the logistics side of the role moves quickly and being on-site will be a real advantage), so you must be able to reliably commute to the head office based outside of Thetford (Norfolk) multiple times per week. As well as flexibility to travel to London and Europe when required. The Company Our client is a well-established UK manufacturer with an outstanding reputation for quality, innovation and customer service. Operating within a fast-paced environment, they continue to invest in both their people and operations, creating exciting opportunities for ambitious professionals looking to develop their careers within a progressive organisation. Benefits * Competitive salary and comprehensive benefits package. * Hybrid working, with a minimum of three days per week in the office. * A guaranteed progression pathway. * Structured mentorship and succession planning with an experienced senior leader. * Direct exposure to executive decision-making and Senior Leadership Team initiatives. * Ongoing professional development within a collaborative and supportive environment. * The opportunity to shape the future of customer operations and logistics across the UK business. The Day to Day * Leading and developing the UK Customer Experience team, driving high levels of service across both B2B and D2C operations. * Managing and continuously improving the end-to-end Order-to-Cash process, ensuring service excellence and strong commercial performance. * Coaching, mentoring and developing Team Leaders and Customer Experience Advisors. * Working alongside the Head of Logistics & Customer Operations to gain in-depth knowledge of UK logistics, supply chain operations and distribution. * Supporting strategic logistics and operational improvement projects across the business. * Building experience across in-house distribution and third-party logistics operations. * Collaborating closely with Sales, Supply Chain, Finance and IT teams to improve operational efficiency and customer outcomes. * Supporting digital transformation initiatives, including CRM, ERP and AI-enabled customer service technologies. * Contributing to long-term operational strategy and organisational change. * Developing strong relationships with the Senior Leadership Team ahead of your planned progression into a Head of Department role. You Will Have (Essential) * Strong SAP and advanced Excel experience (Power BI desirable for reporting) * FMCG background, within food manufacturing including experience of frozen and/or ambient products * Proven leadership of a B2B Customer Service function, with D2C experience desirable * A genuine customer-first mindset, with exceptional focus on service delivery * Strong finance exposure, including invoicing, ledgers, collections, refunds, P&L and budgeting * Supply Chain and Logistics knowledge, including relevant legalities and regulatory requirements * Previous team management experience, with a collaborative leadership style and exposure to change management. (Desirable) * Broad operational exposure across FMCG businesses * Experience leading business improvement or transformation projects * AI and systems integration / continuous improvement mindset * Salesforce experience How to Apply To hear more details about this fantastic opportunity, please email your CV to Ruth Harding – Business Partner at R13 Recruitment. If you don't hear from us within 5 working days of submitting your application, please assume you have been unsuccessful on this occasion. For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further
Customer Operations Manager (FMCG) in Thetford employer: R13 Recruitment
Join a leading UK manufacturer renowned for its commitment to quality and innovation as a Customer Operations Manager, where you will benefit from a competitive salary, comprehensive benefits package, and a clear progression pathway to senior leadership. With a strong focus on employee development, you will receive structured mentorship and direct exposure to executive decision-making, all within a collaborative and supportive work culture that values your contributions to shaping the future of customer operations and logistics. Located just outside Thetford, this role offers the unique advantage of being part of a fast-paced environment that actively invests in its people and operations, ensuring meaningful career growth opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager (FMCG) in Thetford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at R13 Recruitment. 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 R13 Recruitment 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 Customer Operations Manager (FMCG) in Thetford
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 R13 Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at R13 Recruitment 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 R13 Recruitment!
How to prepare for a job interview at R13 Recruitment
✨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.
