Operations Manager (B2B)

Behind every happy B2B partner is a smooth-running operation: quotes turned around quickly, orders delivered on time and any issues sorted fast. Our client, a leading national B2B building supplies company with a nationwide network and in-house fitting capability, is looking for a hands-on Operations Manager to own day-to-day delivery and build the processes that will help the team scale.

This is a brand-new role, with the chance to build the operating model from scratch. The team is expected to be the fastest-growing in the business and could more than double by the end of 2027, so this is a genuine growth opportunity.

The role

• Own day-to-day B2B operations, from quote to order to fitting to aftercare
• Lead, coach and develop a Sales Support team, currently two people and growing
• Build, document and refine processes, turning the team’s existing know-how into scalable ways of working
• Set consistent SLAs and manage workflows and prioritisation, so every partner gets a fast, reliable response
• Work closely with stores, fitting teams, Finance and Supply Chain to make sure orders are on time and right first time
• Spot bottlenecks and remove manual or duplicated work
• Partner with the Key Account Manager to keep key accounts happy and SLAs on track
• Help shape and embed systems and CRM
• Report on on-time fulfilment, quote and order turnaround, query resolution and partner SLA achievement
• Comply with all health, safety and security requirements

About you

• Solid line management experience, ideally including growing a team
• Hands-on experience building out and documenting processes, not just following them
• Proven operational experience of improving performance and owning the operational side of a business
• Background in operations or customer service management within a B2B, contracting, property services or multi-site retail environment
• Process-driven, calm under pressure, and someone who lives and breathes KPIs and SLAs
• A motivating people leader who sets clear expectations and leads by example
• A strong communicator who builds relationships with stores, fitters and head office teams
• Confident using systems and CRM

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