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360 Resourcing Solutions Logo 360 Resourcing Solutions · Customer Service

Customer Service & Operations Manager

United Kingdom, Lakeside Business Park · Job Posted July 03, 2026
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Job Description

This senior leadership role offers an exciting opportunity to lead and shape the future Client Services function at Soane Britain. Reporting to the UK & Export Sales Director, you will be responsible for leading the Client Services teams across Furniture & Lighting and Fabrics & Wallpaper, ensuring the delivery of an exceptional client experience whilst driving operational excellence across the business. You will work closely with Client Development, Manufacturing, Product, Logistics and Finance to ensure a seamless journey from initial enquiry through to delivery and aftercare. As the business continues to grow, the role will play a key part in improving processes, supporting systems development, implementing SAP, and creating a scalable Client Services function capable of supporting future growth. We are looking for a confident, analytical and commercially minded leader who enjoys building high-performing teams, driving change and delivering exceptional service standards.

Job Responsibility

  • Lead, coach and develop high-performing teams
  • Establish clear accountability, objectives and performance standards
  • Support succession planning and career development
  • Create a collaborative and results-focused culture
  • Drive process improvement and operational efficiency
  • Identify opportunities to reduce friction and improve workflows
  • Develop scalable processes to support business growth
  • Ensure consistency across territories and product categories
  • Lead Client Services involvement in SAP implementation and future systems development
  • Use data and operational insights to improve performance
  • Own KPI reporting and service performance metrics
  • Drive adoption of systems, tools and best practice
  • Support business growth through effective resource planning
  • Balance client experience with operational efficiency
  • Contribute to wider commercial and operational planning
  • Identify opportunities to improve service, scalability and performance
  • Build strong relationships across Client Development, Manufacturing, Logistics, Product and Finance
  • Act as a key liaison between commercial and operational teams
  • Support effective cross-functional decision making
  • Communicate confidently with stakeholders at all levels

Requirements

  • Minimum 5 years' experience leading customer service, client services, sales operations or operational support teams within a complex B2B environment
  • Experience managing and developing multi-site teams
  • Ideally from the interiors, luxury goods, hospitality or related sectors
  • Proven experience delivering operational improvement and managing change
  • Strong stakeholder management and communication skills
  • Able to demonstrate leadership that has inspired team success and operational excellence
  • Strong references required
  • Confident using Microsoft Office, particularly Excel
  • Experience working with Zendesk ticketing system favourable
  • SAP implementation or ERP experience highly desirable
  • Additional languages advantageous

Nice to have

  • Experience working with Zendesk ticketing system favourable
  • SAP implementation or ERP experience highly desirable
  • Additional languages advantageous
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