Customer Operations Lead

Our client is a manufacturing specialist looking to hire a Customer Operations Lead. Salary 35k- 45k depending on experience This is an amazing flexible opportunity, with part time and full time hours considered This role will serve as a vital connection between customer satisfaction and operational efficiency. Leveraging expertise in process optimisation, data-driven decision-making, and cross-functional leadership, you will oversee customer accounts while driving continuous improvement in service delivery. Additionally, the successful applicant will provide executive-level support for strategic planning and project execution, ensuring alignment with the business goals. Key Responsibilities: Act as the primary liaison between customers and internal teams, ensuring seamless communication and project updates. Resolve customer questions and issues promptly, addressing concerns with urgency and professionalism. Lead continuous improvement initiatives to enhance customer-facing and operational processes, reducing costs and increasing efficiency. Design and maintain ways to monitor customer KPIs, OTIF delivery performance, and satisfaction trends. Present root cause analysis of recurring customer issues to Directors and recommend actionable solutions. Project-manage high-value customer accounts, ensuring alignment across departments and delivering exceptional results. Oversee customer contracts, ensuring timely review, compliance, and renewal. Support commercial negotiations, providing operational insights to optimize agreements. Act as the first point of contact for new business enquiries and support the Technical, Commercial and finance teams to ensure a seamless process through to quote. Collaborate with the Commercial Director on onboarding new customers, conducting initial meetings, and understanding client requirements. Provide calendar management and logistical support for the Commercial Director, prioritizing critical business and client schedules. Required Skills and Experience: Proven experience in customer account management or operational project management. Strong leadership and cross-functional team collaboration skills. Expertise in Lean Six Sigma, data analytics, and process improvement. Exceptional communication and relationship-building skills. Proficiency in Microsoft office and IT systems in general Preferred Experience: Background in MedTech, healthcare, or manufacturing sectors. Familiarity with ESG, compliance, and quality systems.

Location: Southminster, GB

Posted Date: 2/25/2025