At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and operational performance.
- Company: Join a leading beverage company with a focus on innovation and teamwork.
- Benefits: Enjoy a competitive salary, generous holiday, and a benefits allowance.
- Other info: Hybrid working model with opportunities for career development.
- Why this job: Make a real impact in a role that shapes customer service and operational excellence.
- Qualifications: 5+ years in operations with proven leadership in large teams.
The predicted salary is between 75000 - 85000 £ per year.
On Trade – Customer Experience
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
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.
What You’ll Be Doing
- Own the operational agenda for On Trade Customer Experience, defining how Customer Care, Operations and Planning deliver service, productivity and resilience.
- Lead and deliver the end-to-end operational roadmap, driving continuous improvement in performance, customer outcomes and colleague experience.
- Lead Customer Care as a core service function, building a high-performance, customer-first culture focused on resolution, accountability and insight‑led decision making.
- Develop and evolve issue resolution capability, embedding automation, technology and external best practice to improve speed, quality and consistency.
- Drive productivity across Sales and Customer Care, ensuring effective deployment of resource aligned to business priorities and demand.
- Own end-to-end On Trade processes within the M2C framework, ensuring governance, control and compliance across operational change.
- Ensure business continuity across On Trade operations, managing incidents and protecting service delivery and revenue.
- Lead evolution of operating models through experimentation, organisational design and continuous optimisation aligned to customer and market needs.
- Oversee operational performance, compliance and reporting, including health and safety, service standards and productivity metrics.
- Own and manage key operational platforms including Salesforce Case Management and Genesis, ensuring scalable and efficient service delivery.
- Contribute to the CX leadership team, shaping culture, engagement and cross-functional customer experience outcomes.
- Lead, coach and develop your leadership team, building capability, accountability and a consistently high-performing operational culture.
Who We’re Looking For
You’re an experienced operational leader who brings structure, clarity and pace to complex, high-volume environments. You know how to connect customer operations to commercial outcomes and lead large teams through change while maintaining strong performance.
- Significant experience (5+ years) in UK On Trade or a similar large-scale customer operations environment.
- Proven leadership of large, multi-level teams (c.70 FTE or similar scale).
- Strong track record of improving operational performance, service quality and productivity.
- Experience leading Customer Care or service‑led operational functions.
- Confidence working across data, platforms and operational systems to improve outcomes.
- Understanding of agile ways of working and operating model design.
- Strong stakeholder management skills in a matrix environment.
- Evidence of driving change, improving processes and embedding continuous improvement.
- A growth mindset with a focus on capability building and team development.
What We Value
- Lead with ownership, empathy and accountability.
- Bring strategic thinking and operational discipline.
- Communicate clearly and decisively.
- Collaborate effectively across teams and functions.
- Foster curiosity, adaptability and continuous improvement.
Benefits
- Discretionary Annual bonus.
- Benefits allowance (15% of base salary).
- Company funded Private Medical Healthcare.
- Double matched pension contributions (up to 10%).
- 35 days holiday (with the opportunity to buy/sell).
- Quarterly allowance towards purchasing HEINEKEN ciders and beers.
- Exciting opportunities to develop your career.
Ways of Working
Our office sites operate a hybrid model. You’ll spend Tuesdays, Thursdays and one other working day in the office and two days from home, though you’re also welcome to come to the office on other days if you wish.
Head of On Trade Operations employer: The HEINEKEN Company
As an employer, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and well-being. Located in the vibrant heart of Edinburgh, our hybrid working model offers flexibility while ensuring you are part of a collaborative team dedicated to delivering exceptional customer experiences. With competitive salaries, generous benefits, and a commitment to continuous improvement, we empower our employees to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Head of On Trade Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in customer operations and leadership. Show them you’re the perfect fit for their On Trade Customer Experience function!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in leaving a positive impression. We suggest mentioning something specific from your conversation to remind them of your great fit for the role.
✨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 are proactive and engaged with our brand.
We think you need these skills to ace Head of On Trade Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of On Trade Operations role. Highlight your experience in leading large teams and improving operational performance, as these are key aspects of the job. We want to see how your background aligns 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 how you've driven change and improved customer outcomes in previous positions. We love a good story!
Showcase Your Leadership Skills:Since this role involves leading a multi-layered team, make sure to showcase your leadership skills in your application. Talk about how you've built high-performance cultures and developed your teams. We’re all about accountability and growth here at StudySmarter!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at The HEINEKEN Company
✨Know Your Numbers
As the Head of On Trade Operations, you'll need to demonstrate your understanding of operational metrics. Brush up on key performance indicators related to customer care and service delivery. Be ready to discuss how you've improved these metrics in past roles.
✨Showcase Leadership Experience
With a large team under your wing, it's crucial to highlight your leadership style. Prepare examples of how you've led multi-level teams, focusing on accountability and performance. Share specific instances where you’ve driven change and improved team dynamics.
✨Emphasise Customer-Centric Strategies
This role is all about enhancing customer experience. Be prepared to discuss your approach to building a customer-first culture. Think of examples where you've successfully implemented strategies that improved customer outcomes and satisfaction.
✨Demonstrate Data Savvy
Since the role involves working with data and operational systems, showcase your experience with platforms like Salesforce. Talk about how you've used data to drive decision-making and improve operational efficiency. This will show you're not just a leader but also a strategic thinker.
