Head of Customer Operations Leading the Operation & CX programme across the group £65,000 - £75,000 plus package W.Yorkshire based with travel. Successful candidate will be within a 1 hour commute Client Details Page Group are delighted to be partnering with a true industry leader on a global scale, who are now looking for a Head of Customer Operations following impressive growth across the Group. This role will form part of the SLT and be responsible for all Customer and Client Service activities to a wide customer audience on both a B2B and B2C scale This role is based in W.Yorkshire but will require regular travel to other sites and will require a flexible working approach. Some Hybrid working may be available in the near future Description Overall responsibility for Customer Operations function across multiple sites including 4fte direct reports Own and deliver the CX strategy across the group with an aim to provide world class service to customers and clients, across multiple channels Manage and allocate resource to meet and exceed customer demand, using all available data to make informed decisions, taking into account Peak Period, Customer and Client Behaviours and market conditions Manage Service Level Agreements with clients to ensure customer satisfaction is achieved and exceeded, mitigating any forthcoming blockers and proactively managing issues Manage relationships with external service partners, ensuring performance metrics are achieved in line with contractual agreements Work closely with key stakeholders across the customer journey and customer supply chain to identify areas for positive change and improvement that increase customer satisfaction, efficiency, lead times and cost Embrace technology and new systems to support business wide objectives Profile Experience leading a complex customer operations Experience working with customer contact systems including implementation (Desirable) Continuous and Process Improvement experience Strong communicator and people leader Experience delivering business objectives in line with strategy Job Offer The Head of Customer Operations is a fantastic opportunity to join a Global Industry Leader. Based in W.Yorkshire - the successful candidate will be based within a 1 hour commute or plan to relocate prior to taking up the role. There will be requirements to travel in this role - The Successful Candidate will need a Full UK driving Licence Very Generous package (to be disclosed during process) Base salary of £65,000 - £75,000 plus Bonus