At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and operational excellence.
- Company: Join HEINEKEN, a top player in the global drinks industry.
- Benefits: Attractive salary, performance bonuses, and comprehensive benefits package.
- Other info: Opportunity for career growth in a supportive and collaborative culture.
- Why this job: Shape the future of customer service in a vibrant, innovative environment.
- Qualifications: Proven leadership skills and experience in operations management.
The predicted salary is between 75000 - 85000 £ per year.
Location: Edinburgh (St Andrew Square) a mix of office and home working
Salary: £75k - £85K + performance bonus + (depending on experience) plus 15% of base salary as a benefits allowance plus annual performance bonus, in addition to full benefits listed below.
Contract: Permanent
Closing Date: Thursday 4th June 2026
As the UK’s leading pub, cider, and beer business, we’re home to some of the world’s best‑loved ciders and beers, and a leading player in the international drinks industry. This is your opportunity to step into a senior operational leadership role at the heart of our On Trade Customer Experience function, shaping how we deliver service excellence, operational resilience and consistent customer outcomes at scale.
About the role
As Head of On Trade Operations, you’ll lead a large, multi‑layered team and drive performance across Customer Care, Operations, Planning and the service platforms that underpin how we serve customers every day. You’ll lead three direct reports across Customer Care, On Trade Operations and On Trade Planning, with overall accountability for a wider function of c.70 FTE. You’ll set the operational direction for our On Trade Customer Experience function, ensuring we deliver outstanding service, protect revenue, and build a resilient, data‑led operating model.
This is a senior leadership role at the heart of Customer Experience. You’ll shape how operational capability evolves across the On Trade, integrating people, process, data and technology to build a high‑performing, scalable and compliant operation. You’ll define and deliver the operational roadmap, driving continuous improvement in productivity, customer outcomes and operational resilience.
Head of On Trade Operations - HEINEKEN in Edinburgh employer: The HEINEKEN Company
HEINEKEN is an exceptional employer, offering a dynamic work environment in the heart of Edinburgh, where a blend of office and home working fosters flexibility and work-life balance. With a competitive salary package, including performance bonuses and a generous benefits allowance, employees are encouraged to grow and thrive within a culture that values service excellence and operational innovation. Joining HEINEKEN means being part of a leading player in the drinks industry, where your contributions directly impact customer experiences and operational success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of On Trade Operations - HEINEKEN in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at HEINEKEN. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching HEINEKEN's values and recent projects. Show us you’re not just another candidate; demonstrate your passion for the brand and how you can contribute to their success.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the Head of On Trade Operations role. We want to hear how you’ll lead teams and drive performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the HEINEKEN family.
We think you need these skills to ace Head of On Trade Operations - HEINEKEN in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of On Trade Operations role. Highlight your leadership experience and any relevant operational achievements that align with the job description. We want to see how you can drive performance and deliver service excellence!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've shaped operational capabilities in the past and how you plan to do the same at HEINEKEN.
Showcase Your Data Skills:Since this role involves building a data-led operating model, make sure to highlight your experience with data analysis and decision-making. We love candidates who can integrate data into their operational strategies!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining the HEINEKEN family!
How to prepare for a job interview at The HEINEKEN Company
✨Know Your Stuff
Make sure you’re well-versed in HEINEKEN’s products and the On Trade sector. Research their latest initiatives, customer service strategies, and operational challenges. This will show your genuine interest and help you speak confidently about how you can contribute.
✨Showcase Leadership Skills
As a senior role, they’ll be looking for strong leadership qualities. Prepare examples of how you’ve successfully led teams, driven performance, and implemented change. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Data-Driven Mindset
Since the role involves building a data-led operating model, be ready to discuss your experience with data analysis and how it has informed your decision-making. Bring specific examples of how you’ve used data to improve operations or customer outcomes.
✨Ask Insightful Questions
Prepare thoughtful questions that demonstrate your understanding of the role and the company. Inquire about their current challenges in customer experience or how they envision the future of On Trade operations. This shows you’re not just interested in the job, but also in the company’s direction.
