Business Operations Systems Manager in City of London

Great opportunity for an Operations Manager if you are numerate and a systems-minded manager. This is an operations role built on data and systems: you will own the numbers that show how the team is performing. If you are an operations Manager looking for a change then this could be for you. Own the numbers for the customer team — conversion, contacts per booking, response and resolution times, average booking value, review scores — and build the analysis yourself rather than waiting to be handed it Be genuinely fluent in a spreadsheet and comfortable interrogating a report or a database: very little of what you need will arrive pre-packaged Own our CRM end to end — the data model, the pipelines, the fields, the automations and the reporting built on top of them. Lead the implementation and ongoing configuration of the CRM alongside the technology team, including data migration, data quality and getting the team to actually use it Keep our mid-office and CRM records accurate enough that marketing, finance and product can rely on them without checking Report clearly and honestly on team and service performance at our weekly business review — the numbers, what sits behind them, and what you are doing about them Understand where the workload actually comes from — by brand, by day, by hour, by type of contact — and staff against the demand rather than against habit Build and run the rota: cover across our opening hours, peaks, weekends and absence, without carrying idle capacity in the quiet periods Take personal ownership of complaints and escalations, and handle the genuinely difficult cases yourself Establish two named specialisms — escalations and travel trade — and support both people into those roles Support the growth of our travel trade channel, which we intend to take from a standing start to a meaningful share of sales. Experience gained in an online travel agency, or in a comparable e-commerce business where most transactions complete online and people handle the exceptions Genuinely numerate and data-driven: comfortable with conversion rates, average booking value, response times and capacity planning, able to build the analysis yourself, and able to see what is really moving a number Hands-on ownership of a CRM — Zoho, Salesforce, HubSpot or similar. Degree-level education, or equivalent evidence of formal analytical training Practical experience of rotas, scheduling or capacity planning against uneven demand Calm and credible on a complaint: able to step into a difficult case and leave the customer better disposed to us than when it started Able to work in a small business where you will do the job as well as manage it 40,000 – £50,000 depending on experience, plus performance bonus ~ Hybrid working — 3 days a week (minimum) in our London office ~25 days holiday, plus bank holidays ~ Company pension scheme ~ Discounts across every holiday we sell