Customer Operations Manager
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Before you apply
LocationHerbert Parkinson
Also inHerbert Parkinson Darwen, Lancashire Office
Work modeon-site
Typefull-time
SenioritySenior
Company size10,000+ people
PostedOct 22, 2026 · 1w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Proven track record of managing and developing customer service & support teams
Demonstrable experience of managing key accounts and building long-term client relationships
Ability to analyse customer operational metrics and KPIs to drive actionable process improvement
The ability to manage multiple priorities within a fast-paced environment
Possess exemplary communication & relationship building skills, alongside excellent organisational and stakeholder management experience
Exposure to both Retail & B2B markets (Contracts)
Comprehensive knowledge of soft furnishing industry - Made to measure (M2M) and Filled Goods
Proven track record of managing projects; delivering project milestones on time and within scope
Sounds knowledge of Continuous Improvement methodologies
Relevant Project Management qualification - PRINCE2 or equivalent
ABOUT THE ROLE
About the company
At Herbert Parkinson, a proud and historic part of the John Lewis Partnership, we are embarking on an exciting transformation journey to secure our long-term success. By investing in state-of-the-art manufacturing capabilities, streamlining our operations, and creating broader, more fulfilling roles for our Partners, we are building a more sustainable and agile future. Join us as we continue to deliver exceptional quality and service for our customers while empowering our partners to thrive.
In this role you will own the end-to-end customer journey—from initial enquiry through order placement to fulfillment and post-sale support for a multi-channel customer portfolio. You will optimise workflows, leverage data, and lead high-performing support teams to build efficient, scalable operations laying the groundwork for future growth & delivering an exceptional customer experience.
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.
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Expected salary - £48,600 - £55,000 (dependent on experience).
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Contract type - This position is a Permanent role.
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Location - This role is based at our Herbert Parkinson Darwen, Lancashire Office.
Key responsibilities
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Manage workload and resource allocation to ensure all customer touchpoints—onboarding, quotations, orders, project management, enquiries, fulfillment, and post-sale support—are processed accurately within agreed SLAs while driving exceptional service delivery
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Work with the commercial team to align customer operations with broader business objectives, actively building scalable customer operations that support rapid growth
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Set clear expectations and track performance using meaningful KPIs and Service Level Agreements (SLAs), taking quick, decisive action to resolve service failures and restore operational standards
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Drive continuous improvement initiatives across customer operations, identifying opportunities to improve efficiency, develop scalable operational processes & service frameworks to protect business margin & enhance overall customer experience
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Effective talent management of line reports to identify individual goals and a route for succession
Essential skills/experience you’ll need
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Proven track record of managing and developing customer service & support teams
•
Demonstrable experience of managing key accounts and building long-term client relationships
•
Ability to analyse customer operational metrics and KPIs to drive actionable process improvement
•
The ability to manage multiple priorities within a fast-paced environment
•
Possess exemplary communication & relationship building skills, alongside excellent organisational and stakeholder management experience
Desirable skills/experience you may have
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Exposure to both Retail & B2B markets (Contracts)
•
Comprehensive knowledge of soft furnishing industry - Made to measure (M2M) and Filled Goods
•
Proven track record of managing projects; delivering project milestones on time and within scope
•
Sounds knowledge of Continuous Improvement methodologies
•
Relevant Project Management qualification - PRINCE2 or equivalent