At a Glance
- Tasks: Lead and evolve Customer Operations in a dynamic warehouse environment.
- Company: Fast-growing logistics and technology group serving B2B customers.
- Benefits: Competitive salary, wider benefits package, and real growth opportunities.
- Other info: Hands-on role with excellent career development in a fast-paced environment.
- Why this job: Make a real impact by leading teams and improving customer operations.
- Qualifications: Experience in warehouse operations and leading customer support teams.
The predicted salary is between 38000 - 42000 € per year.
About our client
Our client is a fast-growing logistics, fulfilment and technology group serving a portfolio of B2B customers - from scaling D2C brands through to established multi-channel businesses. They combine operational excellence with AI-driven technology to help their customers grow, and they're now investing in their Customer Operations function as the business continues to scale globally.
The opportunity
This is a hands-on, floor-based operational leadership role embedded directly within the warehouse environment - not a desk-bound, behind-the-scenes position. You'll lead and evolve the Customer Operations function, build a high-performing team, and work side-by-side with Warehouse Operations, Tech, Continuous Improvement and Customer Experience to deliver fast, confident, solutions-focused support for B2B customers. If you thrive in fast-paced operational environments, lead from the front, and enjoy building both teams and systems, this is one to look at. Note: the role is predominantly on-site given the warehouse-based nature of the work.
What you'll be doing
- Customer Operations leadership
- Own the Customer Operations function end-to-end within the warehouse environment
- Build and lead a high-performing, accountable, people-focused operational support team
- Create structure, visibility and consistency across customer operational processes
- Act as the final escalation point for complex operational customer issues
- Drive a culture of ownership, urgency and solution-focused execution
- Operational alignment & collaboration
- Work closely with Warehouse Operations leadership to align customer commitments with operational delivery
- Translate customer feedback into operational improvements and preventative actions
- Ensure recurring issues are identified and resolved at source
- Partner with Operations, Tech, CX and Continuous Improvement teams to improve workflows and customer outcomes
- Systems, SLA & service performance
- Own ticketing workflows, prioritisation logic and escalation pathways
- Drive SLA performance across response times, resolution times and communication standards
- Ensure systems and service processes support efficiency, visibility and scalability
- Identify opportunities to simplify, automate and improve operational workflows
- Continuous improvement
- Analyse customer trends, recurring issues and operational failure points
- Partner with Continuous Improvement to remove root causes and reduce repeat issues
- Build a proactive support culture focused on prevention rather than reaction
- Team performance & development
- Define and manage KPIs, expectations and performance standards across the team
- Coach and develop team members; lead performance reviews and development planning
- Support succession planning and team scalability as the business grows
What our client is looking for
- Strong understanding of warehouse and fulfilment operations - Goods In, Goods Out, Inventory and Dispatch
- Proven experience leading operational support or customer operations teams
- Confident leading within live operational environments and on the warehouse floor
- Strong problem-solving and decision-making in fast-paced operations
- Ability to balance customer expectations with operational realities
- Experience driving continuous improvement initiatives and working within ticketing/systems environments
- Data-driven mindset - able to spot trends and turn them into action
- Excellent communication and stakeholder management across operations, tech and commercial teams
KPIs you'll be measured on
- Customer Response Time SLA
- Customer Satisfaction Score (CSAT)
- First Contact Resolution Rate
- Repeat Issue Reduction
- Customer Retention Support
The package
Salary: Circa £40,000 (DOE) Wider benefits package Real scope to shape and scale a function within a growing logistics & tech business
Our client is an equal opportunities employer and welcomes applications from all backgrounds.
Customer Operations Manager - (B2B) - Warehouse & Fulfilment employer: The Growth Foundation
Our client is an exceptional employer, offering a dynamic work environment where operational excellence meets cutting-edge technology. With a strong focus on employee development and a culture that promotes collaboration and continuous improvement, team members are empowered to lead and innovate within the fast-paced logistics sector. Located on-site in a vibrant warehouse setting, this role provides unique opportunities for hands-on leadership and direct impact on customer satisfaction, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager - (B2B) - Warehouse & Fulfilment
✨Tip Number 1
Get to know the company inside out! Research their operations, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in their mission.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer operations and problem-solving. Use the STAR method to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can keep you top of mind and show your enthusiasm for the role.
We think you need these skills to ace Customer Operations Manager - (B2B) - Warehouse & Fulfilment
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Operations Manager. Highlight your experience in warehouse and fulfilment operations, and don’t forget to showcase any leadership roles you've had in similar environments.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about operational excellence and how your skills align with our client’s needs. Be sure to mention your problem-solving abilities and experience in fast-paced settings.
Showcase Your Data Skills:Since this role requires a data-driven mindset, include examples of how you've used data to drive improvements in previous roles. Whether it’s reducing response times or improving customer satisfaction, let us see your analytical side!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at The Growth Foundation
✨Know the Warehouse Inside Out
Familiarise yourself with warehouse operations, including Goods In, Goods Out, and Inventory management. Understanding these processes will help you demonstrate your expertise and show that you're ready to lead from the front.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex operational issues in fast-paced environments. Highlight your decision-making process and the positive outcomes that resulted from your actions to impress the interviewers.
✨Emphasise Team Leadership Experience
Be ready to discuss your experience in building and leading high-performing teams. Share specific instances where you've coached team members or driven performance improvements, as this role is all about people-focused leadership.
✨Data-Driven Mindset is Key
Demonstrate your ability to analyse customer trends and operational data. Prepare to discuss how you've used data to drive continuous improvement initiatives and enhance customer satisfaction in previous roles.
