Customer Operations Manager

As a leader within the Commercial Sales Operations Team, you will manage a team of Account Co-ordinators that is responsible for demand fulfillment to our export business partners, including the middle & far east and the Americas. Working closely with customers, our B2B sales team and internal supply chain contacts, you will strive to deliver excellent service level standards and an ongoing programme of continuous improvement and cost management. In a fast growing part of the Waitrose business, you will need to develop the capabilities of your team to further their own development and enhance the value added to our business relationships.

In addition to your contractual pay, any time worked between 22:00 - 06:00 will attract Night Premium at a rate of £5.25 per hour. This will also apply to existing Partners who have enrolled onto Enhanced Hours Premium arrangements.

• Expected salary - Salary up to £70,000 depending on experience.

• Contract type - This position is a permanent contract.

• Working pattern/flexible working - The Partnership has a hybrid working approach.  You’ll be expected to collaborate in person two to three days a week, either in the office/distribution centres or with customers.  This role works standard office hours. 

• Location - Bracknell

• Interviews - These will be held in person at our Bracknell Head Office from 10th June onwards.

Key responsibilities

• Leadership & People Management: Recruit, mentor, and lead the Export Operational Team, driving engagement and professional development to ensure high standards of performance

• Operational Excellence: Provide our business partners with outstanding service levels in terms of both order fulfillment and relationship management. 

• Financial Management: Manage all financial invoicing for B2B transactions, including the accurate processing of credit and finance settlements

• Continuous Improvement: Constantly striving to identify and implement improvements to ways of working that will deliver performance benefits and efficiency gains

• Collaboration with internal stakeholders to ensure the B2B function is well understood and supported in the wider business.

Essential skills/experience you’ll need

• Experience/knowledge of FMCG supply chains

• Experienced people manager

• Analytical skills, data focused

• Google Suite (or equivalent)

• Track record of measuring performance and delivering continuous improvement initiatives 

Desirable skills/experience you may have

• Export experience 

• Language skills

• Project management and negotiation skills

• Previous experience in wholesale

• Knowledge of Business Objects

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We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.  

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.   

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. 

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. 

As Partners, we make all the difference. And, we all own it.  

Important points to note:  

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.  

We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview. 

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