Head of UK Operations, Supply Chain & Customer Service

The Head of Operations, Supply Chain & Customer Service is responsible for leading and optimising the end-to-end operational, supply chain, and customer service functions of the business across the UK. This role ensures products and services are delivered safely, efficiently, cost-effectively, and in a manner that consistently exceeds customer expectations.

To create a high-performing, customer-focused operation that delivers exceptional service, a resilient and efficient supply chain, optimised costs, engaged teams, and a scalable platform capable of supporting the organisation’s long-term growth and profitability objectives.

Key Responsibilities include:

• Provide strategic leadership across operations, production, supply chain, procurement, warehousing, logistics, and customer service functions.
• Develop and implement operational strategies that support business growth, profitability, efficiency, and customer satisfaction.
• Lead and optimise end-to-end supply chain activities, including sourcing, procurement, inventory management, demand planning, and distribution.
• Drive operational excellence through continuous improvement initiatives, process optimisation, automation, and data-led decision making.
• Ensure exceptional customer service standards, building strong customer relationships and delivering high levels of service performance.
• Establish, monitor, and improve key operational and commercial KPIs, ensuring targets for quality, delivery, cost, and customer satisfaction are achieved.
• Build and maintain strong supplier partnerships, leading negotiations, performance management, and risk mitigation activities.
• Lead business planning, capacity planning, and Sales & Operations Planning (S&OP) processes to align demand, resources, and operational capability.
• Develop high-performing teams through effective leadership, engagement, coaching, and succession planning.
• Ensure compliance with quality, health & safety, regulatory, and governance requirements while promoting a culture of continuous improvement and operational excellence.

Skills and experience we are looking for are:

• Significant senior leadership experience in operations, supply chain, and customer service management.
• Proven track record of improving operational performance and customer experience.
• Strong understanding of procurement, logistics, inventory management, and supply chain strategy.
• Experience managing customer service functions and driving service excellence.
• Strong commercial and financial acumen.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to lead transformational change and continuous improvement initiatives.
• Experience within manufacturing, distribution, wholesale, retail, or service-led organisations.
• Knowledge of Lean, Six Sigma, or operational excellence methodologies.
• Experience implementing ERP, CRM, customer service, or supply chain management systems.
• Professional qualifications in Supply Chain, Operations Management, Customer Experience, Procurement, or Business Management.

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