Customer Operations Manager

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With over 15 years in the industry analyzing the needs and demands of the job market, we are capable of identifying the best talent for each company thanks to our team of professionals and our SaaS platform integrated with Artificial Intelligence.

We are efficient, evaluate talent objectively without bias, and close hiring times in record time, delivering optimal results.

About the role:

The Customer Operations Manager will be responsible for all merchant integrations and onboarding to the services in the UK, with a focus on strategic accounts.

Working closely with the Technical Lead within the team and Logistics, the Customer Operations Onboarding Manager will own the full end to end journey of the merchant onboarding- supporting the Sales team, coordinating integration and operational set up, through to launch and the hyper care period.

You will support the Senior Manager of Customer Operations with process development and the continuous improvement of the Customer Operations onboarding journey. This role will work cross-functionally with Sales, Logistics, Customer Success and Marketing in UK, as well as the International Onboarding teams where Merchants are also within the UK market.

Success in this role is to drive the (net) new number of clients we are targeting over the next 18 – 24 months and deliver a smooth onboarding journey. 

What you’ll be doing:

• Act as a main point of contact for all merchant and partner onboarding, with a focus on strategic accounts
• Manage individual pipeline and successful end-to-end onboarding of merchants/retailers from the point of being introduced, through the solution-design phase and execution, testing, launch and hyper care periods
• Work closely alongside the Technical Lead within the team to coordinate integrations and testing
• Understand merchant operational requirements and work with the Logistics team to deliver a service in line with expectations
• Ensure all merchant go lives are delivered to a high-quality standard with a structure approach, using a ‘best-practice’ delivered within the agreed scope, time, cost and quality
• Be a key driver in the sales process, supporting the sales team with operational solution design and value proposition development
• Establish strong working relationships with other teams across the business including Sales, Customer Success, Logistics and Marketing
• Partner with the International Onboarding team to ensure a seamless integration journey for European partners in the UK
• Build and maintain lasting relationships with our third-party partner platform providers e.g., Meta Pack, Re Bound, Zig Zag, etc
• Recommend improvements to the user experience across products, working collaboratively with internal teams and collating feedback from retail clients

What we need from you:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

• Background in Retail, Operations, Parcel Logistics, and/or E-Commerce.
• Experience working and owning multiple projects at one time, with a proven track record of delivering on time
• Experience working in logistics is highly desirable
• Very comfortable engaging cross-functionally to align goals and deliver joint outcomes
• Very strong verbal and written communicator – able to distil information and concisely convey all critical points
• Strong problem diagnosis and creative problem-solving skills with the desire and ability to identify and help implement change
• Experience working with Carrier Management Platforms such as Meta Pack, Scurri, Sorted etc. would be desirable
• Basic Technical understanding required - must understand basic APIs, JSON and XML- working knowledge of Postman would also be beneficial but not essential
• Some experience working with teams in more than one European market
• A creative eye with an understanding of the impact of a good UX. Design experience would be beneficial for this, however not essential

Perks of the job!:

We love to reward our people for the great work they do:

🌞 Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year

More time for you to relax, explore, and enjoy life.

🌟 Vitality Health Care

Stay healthy and happy with our top-notch health coverage.

🌍 Work from Anywhere – 4 Weeks per year

Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.

👶 Enhanced Parental Leave

We support you during those precious family moments.

🚊 Rail Discount

🌳 Volunteering Day

Take a paid day to make a difference in your community

More Perks...

🏡 Hybrid Working (Role suitability dependent)

We innovate, collaborate and optimize by coming together 2-3 days per week in the office

💼 The Tech You Need

Work from home like a pro with the right tech set up

🐶 Bring Your Dog to Work Day (Every Friday)

Make every Friday positively amazing!

#LI-YM1

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