Customer Operations Manager
1 month ago
Head of Customer Operations
Job Summary:
Responsible for overseeing customer operations, managing customer relations, and driving initiatives to raise standards and enhance the overall customer experience. This role requires a proactive leader who can effectively manage a team of coordinators while also engaging with clients to ensure their needs are met and expectations are exceeded.
Key Responsibilities:
Business Customer Operations Management:
- Oversee the day-to-day running of the office coordinators, ensuring smooth operations and efficient workflows.
- Develop and implement strategies to optimise business customer processes and enhance productivity.
- Collaborate with senior management to set and achieve operational goals aligned with the company's objectives.
Customer Focus:
- Work closely with the Managing Director to ensure the delivery of exceptional service to both new and existing customers.
- Manage the customer journey to ensure a seamless and satisfactory experience from initial contact through to post-purchase support.
- Gather and analyse customer data to identify trends, preferences, and areas for improvement.
New Business and Project Management:
- Working closely with the Managing Director on the development and execution of new business initiatives and projects, working closely with cross-functional teams to drive success.
- Take ownership of project timelines, budgets, and deliverables, ensuring timely completion and quality outcomes.
- Act as a liaison between clients and internal teams, providing updates, resolving issues, and managing expectations.
Team Leadership and Management:
- Lead and mentor a team of coordinators, providing guidance, support, and professional development opportunities.
- Set clear expectations and performance goals for team members, conducting regular evaluations and providing feedback.
- Foster a collaborative and inclusive work environment, promoting teamwork and individual growth.
Qualifications and Skills:
- A degree or similar in business administration, management, or a related field.
- Proven experience in operations management, preferably in a customer-centric environment.
- Demonstrated leadership skills with the ability to inspire and motivate teams to achieve results.
- Strong analytical and problem-solving abilities, with a focus on driving continuous improvement.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients and colleagues at all levels.
- Professional maturity and the ability to handle challenging situations with diplomacy and tact.
- Proficiency in project management tools and techniques.
- A proactive and results-driven approach, with a commitment to delivering exceptional service and adding value to the organisation.
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