Head of Customer Operations – UKI

• Define, lead, and execute the regional strategy for technical customer operations across the UK & Ireland
• Lead and optimise high-volume customer-facing functions including Support, Onboarding, Pay Ops, Feature Activation, and Data Migration
• Implement and locally optimise global SOPs, standards, and customer experience playbooks
• Drive operational excellence through strong analytical rigour, process compliance, and continuous improvement
• Build, lead, and develop a high-performing regional leadership team
• Own and drive regional performance against key metrics such as time-to-go-live, time-to-first-value, support resolution times, and SGH
• Act as the primary regional stakeholder for customer operations tooling and technology adoption
• Partner closely with Customer Success, Product, Engineering, and other regional leaders
• Serve as the regional customer advocate, surfacing high-impact technical friction points

• Senior customer operations leader with 5+ years’ experience leading Customer Support and/or Operations teams in a SaaS or technology-driven environment
• Experienced in driving software adoption through onboarding, technical support, and operational process excellence
• Comfortable leading leaders and managing complex, multi-team operational environments
• Highly analytical and process-oriented, with a proven track record of improving efficiency, quality, and scalability
• A strong cross-functional collaborator with excellent stakeholder management skills across technical and commercial teams
• A clear, confident communicator who can engage both technical and non-technical audiences
• Adaptable, pragmatic, and comfortable operating in ambiguity and change

Experience in the Hair & Beauty industry

• Private healthcare
• 2 Wellness Days
• Employee assistance program
• Free online GP service
• Competitive Compensation
• Employee Share Purchase Scheme
• Pension
• Life Assurance
• Income Protection
• Bike to work scheme
• Tax saver transport tickets
• 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause
• Enhanced Maternity and Paternity Benefits
• Great learning environment and extensive development opportunities
• Development programs
• Access to many online resources including LinkedIn learning
• 3 moving days