Customer Operations Manager - (B2B) - Warehouse & Fulfilment

About our client

Our client is a fast-growing logistics, fulfilment and technology group serving a portfolio of B2B customers - from scaling D2C brands through to established multi-channel businesses. They combine operational excellence with AI-driven technology to help their customers grow, and they're now investing in their Customer Operations function as the business continues to scale globally.

The opportunity

This is a hands-on, floor-based operational leadership role embedded directly within the warehouse environment - not a desk-bound, behind-the-scenes position. You'll lead and evolve the Customer Operations function, build a high-performing team, and work side-by-side with Warehouse Operations, Tech, Continuous Improvement and Customer Experience to deliver fast, confident, solutions-focused support for B2B customers.

If you thrive in fast-paced operational environments, lead from the front, and enjoy building both teams and systems, this is one to look at.

Note: the role is predominantly on-site given the warehouse-based nature of the work.

What you'll be doing

Customer Operations leadership

• Own the Customer Operations function end-to-end within the warehouse environment

• Build and lead a high-performing, accountable, people-focused operational support team

• Create structure, visibility and consistency across customer operational processes

• Act as the final escalation point for complex operational customer issues

• Drive a culture of ownership, urgency and solution-focused execution

Operational alignment & collaboration

• Work closely with Warehouse Operations leadership to align customer commitments with operational delivery

• Translate customer feedback into operational improvements and preventative actions

• Ensure recurring issues are identified and resolved at source

• Partner with Operations, Tech, CX and Continuous Improvement teams to improve workflows and customer outcomes

Systems, SLA & service performance

• Own ticketing workflows, prioritisation logic and escalation pathways

• Drive SLA performance across response times, resolution times and communication standards

• Ensure systems and service processes support efficiency, visibility and scalability

• Identify opportunities to simplify, automate and improve operational workflows

Continuous improvement

• Analyse customer trends, recurring issues and operational failure points

• Partner with Continuous Improvement to remove root causes and reduce repeat issues

• Build a proactive support culture focused on prevention rather than reaction

Team performance & development

• Define and manage KPIs, expectations and performance standards across the team

• Coach and develop team members; lead performance reviews and development planning

• Support succession planning and team scalability as the business grows

What our client is looking for

• Strong understanding of warehouse and fulfilment operations - Goods In, Goods Out, Inventory and Dispatch

• Proven experience leading operational support or customer operations teams

• Confident leading within live operational environments and on the warehouse floor

• Strong problem-solving and decision-making in fast-paced operations

• Ability to balance customer expectations with operational realities

• Experience driving continuous improvement initiatives and working within ticketing/systems environments

• Data-driven mindset - able to spot trends and turn them into action

• Excellent communication and stakeholder management across operations, tech and commercial teams

KPIs you'll be measured on

Customer Response Time SLA • Customer Satisfaction Score (CSAT) • First Contact Resolution Rate • Repeat Issue Reduction • Customer Retention Support

The package

• Salary: Circa £40,000 (DOE)

• Wider benefits package

• Real scope to shape and scale a function within a growing logistics & tech business

Our client is an equal opportunities employer and welcomes applications from all backgrounds.