Hearst UK
Customer Operations Manager
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Customer Operations Manager
Customer Operations Manager at Hearst UK
Home to Esquire, Men’s & Women’s Health, ELLE, Good Housekeeping, Harper’s Bazaar, Digital Spy, Cosmopolitan, Red, and more.
About Hearst UK
We don’t just publish content—we shape culture. Our workplace thrives on passion, authenticity, and creativity. We:
- Back bold ideas with an entrepreneurial mindset
- Continuously adapt to the moment while honouring our legacy
- Foster collaboration to create meaningful impact across media and people’s lives
Our approach? We’re proud of where we’ve come from—excited about where we’re going.
Base location: House of Hearst, 30 Panton Street, St James’s, London, SW1Y 4AJ. Operating model: In-office with flexible Fridays.
About the Role
We’re looking for a Customer Operations Manager to lead the operational delivery of Hearst UK’s customer service and fulfilment function. Reporting into the Head of Operations & Planning (dotted line to the Head of Customer Value), your mission is to drive operational excellence—ensuring every interaction aligns with our brand quality and fuels membership growth.
Core Responsibilities
- Oversee outsourced customer service and fulfilment operations, ensuring outsourced partners meet service standards and contractual SLAs.
- Represent the **voice of the customer **across Hearst UK, collaborating with teams (Customer Value, Memberships, Editorial, Product) to enhance loyalty and retention.
- Key focus areas:
- Lead day-to-day performance of customer service and fulfilment operations.
- Manage partner performance on KPIs (response times, satisfaction scores, complaint resolution).
- Build a high-performing culture among outsourced teams via coaching and communication.
- Implement customer retention programs, ensuring agents execute campaigns effectively.
- Oversee print fulfilment/warehousing, accelerating faster delivery and reducing operational risks.
- Own customer escalations, diagnosing root causes and driving improvements.
- Monitor feedback (Feefo, CSAT, complaints) to refine customer journeys.
- Align operational teams with forecasts, campaigns, and seasonal demand spikes.
- Share real-time analytics insights with stakeholders toInform decisions.
- Drive continuous improvement, optimising efficiency and enhancing member experiences.
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What We’re Looking For
Experienced leaders who drive results with both strategy and empathy.
- 5+ years leadership in customer service, operations, or fulfilment (subscription/membership/retail industries preferred).
- Hands-on experience managing outsourced partners/contractors, holding them accountable for performance.
- Proven track record in hitting customer service KPIs (SLAs, satisfaction metrics).
- Stakeholder management skills—ability to collaborate across teams (customer, trading, editorial).
- Deep analytical expertise: interpreting data (customer feedback, operational trends) to improve resilience.
- Ability to balance organisation with adaptability, handling diverse priorities during fluctuating demand.
- Customer-first mindset with a passion for delivering outstandingly experiences.
Success Measures
| Metric | Focus Area |
|---|---|
| Contact centre SLA compliance | Operational performance |
| Answer rates / email efficiency | Customer response urgency |
| CSAT & Feefo scores | Satisfaction & retention |
| Save rate execution | Customer value initiatives |
| Complaint resolution | Risk mitigation |
| Quality assurance scores | Operational quality |
| Fulfilment/delivery accuracy | Member experience |
| Campaign readiness | Peak demand resilience |
| Improvement initiatives | Process efficiency |
| Stakeholder feedback | Cross-functional collaboration |
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Why Join Us?
*Your benefits aren’t just perks—they’re tools to thrive.
Hearst Exclusives (Bonuses Just For You)
- Beauty & food testing panels (Test early access to trending products at Good Housekeeping.
- Sample sales events: Score exclusive branding at wholesale prices for top-trend items.
Inclusion & Wellbeing (Invested in You)
- Health cash plan + subsidised Specsavers eye care.
- Mental health support + partners with BetterHelp.
- Flexible commuting: Cycle to Work scheme + gym discounts.
- Charity Days + Wellbeing Resources for holistic support.
Financial Wellness (Savings That Move With You)
- Generous pension, Income Protection, Life Assurance.
- Salary-backed finance, Smart Budget tools + Home Tech spreads payments.
- HAPI app: Exclusive merchant discounts on London experiences + everyday essentials.
Diversity Commitment “At Hearst UK, we believe creativity and innovation thrive within a diverse, inclusive environment. Together, we’re using our brands to uplift and amplify voices—because we know the world would be richer with our differences.”
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