Customer Operations Manager

2 weeks ago

Brentford Greater London, United Kingdom Aromatherapy Associates Full time

Job Title: Customer Operations Manager
Contract : Fulltime/ Permanent

Aromatherapy Associates has been sharing the therapeutic powers of essential oils for over 35 years. The Brand was founded in 1985 by Geraldine Howard & Sue Beechey, therapists that had trained under the renowned aromatherapist Micheline Arcier, who can be traced back to the modern-day founders of aromatherapy. It was then that they experienced first-hand the powerfully positive effects of essential oils on our physical and emotional wellbeing.
The brand is present in over 50 markets globally with Regional Sales offices in the UK, US and Hong Kong. Distribution is across Spa, Retail, Online Retailers, E-commerce and Distributor partners.
As aromatherapy experts, our vision has remained constant for a generation – sharing the power and therapeutic effects of natural essential oils. Expertly hand-blended in our London laboratory, our essential oils and unique active botanicals have created innovations in body and skincare.
We take a mindful approach to the origins, workers wellbeing and certification of all our oils and botanicals, with a commitment to evolving our support for global community projects.
Our sustainability vision is an ongoing endeavour, along with our desire to create the very best aromatherapy products, so you can enjoy beautiful, glowing, healthy skin, free from harsh chemicals and unnecessary synthetics.
Act as an ambassador of a world-class brand and deliver our products and services in accordance with the Standard Operating Procedures to ensure customers receive the expected and desirable level of customer service through a sincere approach of professionalism, valuable parting of knowledgeable advice, unsurpassed quality of delivery and genuine attention to customer fulfilment and experience.


Reporting to the Head of Operations, the Customer Supply Operations Manager role is key to ensuring our 3PL partnerships in UK/EU are managed effectively, whilst also managing a team of trade operations specialists responsible for order & customer management. This role will also be key in building relationships with varied commercial teams, ensuring clear & consistent reporting to update key stakeholders on monthly performance.
Responsible for maintaining service, cost & relationships with 3rd party warehousing & logistics partnerships in the UK & EU.
Develop internal reporting and chair performance meetings to provide clear & consistent updates on shipment status
Build effective working relationships with our commercial teams, aligning & managing priority orders and accounts to give appropriate service to support sales budgets
Support our group customer service centre with a customer first mindset – setting appropriate guidance for customer service assistants to engage & delight our customers

At least 2 years experience in an Operations/Customer Supply Chain Management role
A strong level of excel, with experience in managing and analysing large volume of data
Strong commercial awareness
Aromatherapy Associates is dedicated to fostering a workplace that values diversity, equity, and inclusion. We believe that a diverse workforce leads to richer discussions, innovative ideas, and better outcomes for our team and the communities we serve.

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