Global Operations & Customer Experience Director

• Job Title:
  
  Global Operations and Customer Experience Director
• Department:
  Operations and Customer Service
• Reports to:
  
  Elena Lapetra, Co-Founder and Director
• Salary:
  Full time circa £55K basic, £13k OTE+ other benefits

Are you a strategist, born organiser and calm conductor of chaos, who brings clarity, structure and humanity to a fast-growing business? Get a cuppa and read along.

This is the heartbeat role  are the one that ensures that every promise made is a promise kept! As Global Operations & Customer Experience Director, you’ll shape and oversee everything that happens behind the scenes, logistics, customer service, supply chain sales operations and delivery. Building the foundations that power our national and international growth.

You’ll work directly with the founders to design and implement the systems, teams and partnerships that scale Stronger across borders. You’ll combine operational excellence with emotional intelligence, ensuring that every customer experience - from quote to installation - feels unmistakably Stronger.

You will lead the constant evolution of sustainable, low-impact operations. From packaging and shipping to warehousing and materials sourcing, you’ll find creative, measurable ways to reduce our footprint while keeping performance sky-high. Planet-first thinking isn’t a side note, it’s one of your KPIs.

If you thrive in fast-growth environments, can think big but execute to the smallest of details, and believe “operational excellence” is the art of making complexity feel simple…This is your next adventure!

PS:
Remote work is cool but must have the ability to travel and attend customer site / warehouse / staff meetings and trade shows when necessary.

• Develop and deliver the global operations roadmap that scales Stronger’s logistics, customer experience and service infrastructure across regions.
• Translate company strategy into measurable OKRs and action plans that deliver excellence at every touchpoint.
• Partner with founders to expand into new markets through localised supply chains, 3PL networks and international compliance frameworks.
• Lead and mentor a high‑performing team across operations, logistics, and customer service, nurturing future leaders as we grow globally.
• Foster collaboration between sales, product and finance to ensure Stronger runs like a well‑oiled (and slightly cheeky) machine.

• Own the end‑to‑end flow of goods - from supplier to customer - across multiple geographies, from home to nearly all continents….because once the penguins are ready for strength training, you can add the antarctica too!
• Manage global freight partners, customs documentation, import/export compliance and warehouse performance.
• Ensure full stock visibility and traceability via real‑time reporting dashboards.
• Build scalable supplier relationships that balance cost, sustainability and reliability.
• Drive operational resilience with contingency planning, capacity forecasting and process automation.

• Lead our customer service and aftersales teams to deliver world‑class, human‑centred support.
• Define service SLAs, NPS, and retention KPIs that align with Stronger’s premium yet playful brand.
• Use data from our internal software packages and customer feedback to continually refine the experience journey.
• Turn customer insights into actionable improvements that strengthen loyalty and advocacy.
• Manage escalations with composure and care, turning moments of friction into opportunities for delight.

• Oversee CRM and ERP systems ensuring seamless flow between sales, operations, and…