Customer Operations Manager B2B - Warehouse & Fulfilment

Overview

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 are investing in their Customer Operations function as the business scales globally.

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

• 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

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

• 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.