Hearst
Customer Operations Manager
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Customer Operations Manager
Customer Operations Manager – Hearst UK
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 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 Fridays. Our office is located 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 (dependent on experience and assessed based on 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 while supporting ambitious membership growth.
Reporting into the Head of Operations and Planning, with a strategic dotted-line relationship into the Head of Customer Value, your role will include:
- Overseeing outsource partners for customer service and fulfilment operations.
- Driving operational excellence across customer service, print fulfilment, and customer experience.
- Acting as the voice of the customer across the business.
- Collaborating with Customer Value, Membership & Rewards, Customer Performance & Trading, Editorial, and Product teams.
- Ensuring operational readiness for campaigns, improving customer journeys, and delivering loyalty-driving experiences.
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Main Duties
- Lead the day-to-day performance of Hearst UK’s customer service and fulfilment, ensuring excellent customer experiences across all touchpoints.
- Manage relations with the outsourced contact centre partner, driving performance against service levels, quality standards, answer rates, email response times, CSAT, and contracted SLAs.
- Build strong relationships with frontline teams, fostering an engaged and high-performing culture through coaching and operational support.
- Implement customer retention initiatives, including save strategies and offers from the Customer Value team, ensuring agents are trained and delivering consistently.
- Oversee Operations Executive for print fulfilment, warehousing, and distribution, ensuring suppliers meet performance standards.
- Own operational handling of customer escalations, identifying root causes, resolving issues, and implementing solutions to improve satisfaction.
- Monitor feedback, including Feefo scores and complaints, analyzing trends and driving cross-functional improvements.
- Forecast operational demand, preparing teams for campaigns, renewals, and peaks.
- Share actionable insights, including customer trends and gaps, across Customer Growth and stakeholders.
- Drive continuous improvement, identifying efficiencies, process enhancements, and experiences that build loyalty.
What We Are Looking For
- Proven experience leading customer service or operations in subscription/membership, retail, or service-led environments.
- Experience managing outsourced contact centre partners, holding them accountable for performance.
- Strong operational management skills, with measurable experience in meeting KPIs, SLAs, and CSAT targets.
- Outstanding relationship-building skills, balancing external team motivation and influencing cross-functional stakeholders.
- Experience in escalation resolution and using data-driven insights to address systemic issues.
- Strong analytical ability, interpreting metrics (service trends, complaints) to support decision-making.
- Ability to manage multiple priorities under pressure, with a focus on demand forecasting and change management.
- A passionate, customer-first mindset with a proactive, collaborative approach.
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Success Measures
The role contributes to: ✔ Contact centre SLA adherence ✔ Response rates, Feefo, CSAT, and complaint resolution ✔ Save rate execution and operational readiness ✔ Quality assurance, fulfilment performance, and stakeholder satisfaction
Benefits
Your benefits at Hearst UK are tools to help you thrive in every aspect of life.
Hearst Exclusives
- Luxury sample sales (e.g., beauty, tech) for exclusive discounts
- Access to beauty testing panels to trial the latest trends
Inclusion, Health & Wellbeing
- Eye care through Specsavers, eHealth Cash Plan, and mental health support
- Wellness discounts on gyms and cycle-to-work schemes
- Flexible location policies and holiday exchanges
- -charity day and dedicated ERG groups
Financial Wellness
- Workplace pension, income protection, life assurance, and booked transport costs
- Financial guidance via tools, sessions, and home tech affordability
- London discounts and savings via the HAPI app
Hearst UK is committed to building an inclusive culture where everyone belongs. We celebrate diversity and collaboration as drivers of innovation across teams and content.
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