Customer Operations Manager
- Compensation
- Not disclosed
- Location
- London, United Kingdom
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Operations
- Posted
Skills
Must have
- Proven experience leading customer service or customer operations within a subscription, membership, retail or service-led business.
- Experience managing outsourced customer service providers or contact centre partners, holding suppliers accountable for performance and service delivery.
- Strong operational management skills with experience delivering against customer service KPIs, SLAs and customer satisfaction measures.
- Excellent relationship-building skills, with the ability to motivate external teams and influence stakeholders across multiple business functions.
- Experience managing customer escalations and using operational insight to identify root causes and implement long-term improvements.
- Strong analytical capability with confidence interpreting operational data, customer feedback and service trends to drive better decision-making.
- Highly organised with excellent planning skills and the ability to manage multiple priorities during periods of changing customer demand.
- Passionate about delivering exceptional customer experiences with a proactive, collaborative and customer-first mindset.
Full description
We are the UK's leading premium publisher, home to iconic and influential media brands including Esquire, Men's & Women's Health, ELLE, Good Housekeeping, Harper's Bazaar, Digital Spy, Cosmopolitan, Red and more. At Hearst UK, we don't just create content – we shape culture.
Our workplace is driven by passion, shaped by authenticity and powered by creativity. We back bold ideas, act with an entrepreneurial mindset and continually evolve to meet the moment - while respecting the legacy that's brought us here. We believe in each other's potential and push boundaries together to create meaningful impact, both across the media landscape and in people's lives.
We're proud of our heritage - but even more excited about making history.
Hearst UK operates an in office policy with flexible Friday's. Our office is based at House of Hearst, 30 Panton Street, St James's, London, SW1Y 4AJ, where teams collaborate in person and connect across brands and functions.
Salary - £50,000 - Salary is dependent on experience and will be assesed in line with the candidate's skills, knowledge & relevant expertise.About the Role…
As the Customer Operations Manager, you will lead the operational delivery of Hearst UK's customer service and fulfilment function, ensuring every customer interaction reflects the quality of our brands and supports our ambitious membership growth plans.
Reporting into the Head of Operations and Planning, with a strategic dotted-line relationship into the Head of Customer Value, you'll oversee our outsourced customer service operation and fulfilment activities, driving operational excellence across customer service, print fulfilment and customer experience.
You'll be responsible for ensuring our operational partners consistently deliver against service standards while acting as the voice of the customer across the business. Working closely with Customer Value, Memberships & Rewards, Customer Performance & Trading, Editorial and Product teams, you'll ensure operational readiness for campaigns, continuously improve customer journeys and help deliver outstanding experiences that increase loyalty and retention.
Main Duties…
- Lead the day-to-day performance of Hearst UK's customer service and fulfilment operations, ensuring excellent customer experiences across every customer touchpoint.
- Manage the relationship with our outsourced contact centre partner, driving performance against agreed service levels, quality standards, answer rates, email response times, customer satisfaction and contractual SLAs.
- Build strong relationships with frontline customer service teams, creating an engaged, motivated and high-performing culture through regular communication, coaching and operational support.
- Lead the implementation of customer retention initiatives, save strategies and customer offers developed by the Customer Value team, ensuring agents are fully briefed, trained and delivering consistently.