Harmonic Operations™ | Certified B Corp
Head of Customer Operations | Innovative Design Consultancy | Bedford
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Head of Customer Operations | Innovative Design Consultancy | Bedford
The Client
We're partnering with an innovative design and installation consultancy delivering complex, high-quality projects for a range of clients. The business sits at the intersection of design, project management and operational delivery, meaning every project requires close coordination across multiple teams to ensure the end result is delivered to the standard the client expects.
With an established reputation for the quality of its work and a growing pipeline of projects, the business is now looking to strengthen its operational infrastructure and build a delivery function that can scale alongside it. This is an exciting point in the company's growth, with the opportunity for someone to make a real impact on how the business delivers for its clients, while helping to shape the processes, team and standards that will support its next stage.
The Role
As Head of Customer Operations, you'll take ownership of the end-to-end client delivery function, leading the project delivery team and acting as the senior escalation point for clients when issues arise. You'll be responsible for making sure projects are delivered safely, professionally and profitably, while balancing customer experience with operational efficiency.
You'll lead and develop the delivery team, set clear standards and accountability, and work closely with Sales, Warehouse Operations, Procurement and other teams to improve how projects are delivered. This is a hands-on leadership role for someone who enjoys being close to the operation, solving problems and creating the structure and processes needed to support continued growth.
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Key Duties
- Lead and develop the project delivery team, creating a high-performing, accountable and customer-focused function
- Take overall responsibility for the successful delivery of client projects, ensuring they are delivered on time, to budget and to the required standard
- Allocate projects and resources effectively to maximise efficiency and service levels
- Act as the senior escalation point for complex client issues, taking ownership through to resolution
- Build strong relationships with key clients and support strategic accounts where required
- Work cross-functionally with Sales, Warehouse Operations and Procurement to improve processes and reduce recurring issues
- Identify opportunities to improve efficiency, resource utilisation, communication and customer satisfaction
- Own the departmental performance scorecard and report regularly to the Leadership Team on delivery, financial and team performance
- Develop scalable systems and processes that strengthen the delivery function and support future growth
- Lead a culture of continuous improvement, operational discipline and exceptional customer service
What the Client Would Like to See
- Significant experience in a senior client delivery, project delivery or operations leadership role
- Experience managing a multi-project or multi-site delivery function
- Proven experience leading, developing and holding teams accountable
- Strong commercial and financial acumen, including experience with budget ownership
- Excellent stakeholder management skills, with the confidence to work across Sales, Operations and directly with clients
- Someone who is calm and decisive under pressure and comfortable managing difficult client conversations
- A commercially minded approach, with the ability to balance profitability with service quality
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What We Would Like to See
- Experience within a design, installation, project-based or similarly operational environment
- A track record of building structure and process within a growing business
- Experience using performance data and reporting to identify issues and drive improvements
- Someone who is equally comfortable operating strategically and getting into the detail when needed
- Strong Microsoft Office and reporting skills
Start-date: ASAP
Location: London
Salary: £75,000-£85,000 + bonus
At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.
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