At a Glance
- Tasks: Lead and evolve the Customer Operations function 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: Join a diverse team and shape the future of logistics and fulfilment.
- Why this job: Make a tangible impact while leading a high-performing team in a fast-paced setting.
- Qualifications: Experience in warehouse operations and proven leadership skills required.
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 in Tonbridge 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 innovation, team members are empowered to lead and make impactful changes within the warehouse setting. The opportunity to shape the Customer Operations function in a fast-growing logistics and fulfilment company provides meaningful career growth and the chance to work alongside passionate professionals dedicated to delivering outstanding B2B solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager - (B2B) - Warehouse & Fulfilment in Tonbridge
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨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, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer operations and warehouse management. Think about specific examples from your past experiences that demonstrate your problem-solving skills and leadership abilities.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can keep you top of mind and show your enthusiasm for the position.
We think you need these skills to ace Customer Operations Manager - (B2B) - Warehouse & Fulfilment in Tonbridge
Some tips for your application 🫡
Show Your Passion for Operations:When writing your application, let us see your enthusiasm for customer operations and logistics. Share specific examples of how you've thrived in fast-paced environments and led teams to success. We want to know what drives you!
Be Specific About Your Experience:Tailor your application by highlighting your relevant experience in warehouse and fulfilment operations. Mention any specific roles where you’ve managed operational support or customer operations teams, as this will resonate with us.
Highlight Problem-Solving Skills:We love a good problem-solver! In your application, include instances where you've tackled complex operational issues. Show us how you turned challenges into opportunities for improvement – that’s the kind of mindset we’re looking for!
Keep It Professional Yet Personal:While we appreciate professionalism, don’t be afraid to let your personality shine through. Use a friendly tone and be authentic in your writing. Remember, we’re looking for someone who fits well with our team culture, so show us who you are!
How to prepare for a job interview at The Growth Foundation
✨Know the Warehouse Inside Out
Make sure you have a solid understanding of warehouse and fulfilment operations. Brush up on key processes like Goods In, Goods Out, Inventory, and Dispatch. This knowledge will help you demonstrate your expertise and show that you're ready to lead in a hands-on environment.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led operational support or customer operations teams in the past. Be ready to discuss your approach to building high-performing teams and how you foster a culture of ownership and urgency. This is crucial for the role!
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to the role, such as Customer Response Time SLA and Customer Satisfaction Score. Think about how you've used data to spot trends and drive continuous improvement initiatives in previous roles.
✨Communicate Effectively
Practice articulating your thoughts clearly and confidently, especially when discussing complex operational issues. You'll need to communicate effectively with various stakeholders, so be prepared to showcase your excellent communication and stakeholder management skills during the interview.
