Customer Operations Strategist

Customer Operations Strategist

London, N4

4 days in our office, 1 day working from home

Reporting to Kelan Patel, Operations

£45-55k per annum + equity

Join Shellworks as an Customer Operations Strategist and help us materialise a better future by eliminating plastic pollution.

About Shellworks

Our vision is a world where the products around you don't damage our environment or our health. At Shellworks we're making that a reality by creating high performance plastic-free materials for everyday products.

Our technology Vivomer makes the impossible possible. It's grown by bacteria using fermentation, creating a material that is stable in use but degrades in every environment. Its breakthrough is being dishwasherable and home compostable at the same time.

We've closed our Series A and are working with some of the world's most recognised brands to replace plastic at volume. We're at an inflection point: scaling from proof-of-concept to mass-market production.

About the Role

This is a high impact role sitting at the heart of Shellworks’ desire to deliver 1 Billion units by 2030. You will sit at the intersection of the Shellworks’ delivery engine and customer. We are looking for someone with the ability to dive deep into production planning, problem solving and managing suppliers whilst also being able to manage existing customer relationships.

You will need deep understanding of what Shellworks does and who we are to consistently blend commercial and operational views to solve new problems and find the right solutions for Shellworks & customers.

Key Responsibilities:

• Own the operations for catalogue skus: Lead the execution of customer deliveries against all catalogue orders. You will turn customer orders into reality through management of purchase orders, logistics, production planning and customer communication.
• Build systems: Shellworks is growing at a rate that things break faster than they get fixed. You'll own own the live delivery system whilst building what doesn't exist yet
• Manage customer relationships: Be the person our customers trust. Proactive check-ins, business reviews, and a rolling demand forecast for every account that you own and improve.

Our Ideal Candidate

• High-agency owner: 3+ years in a high-intensity operational environment (e.g. Start-up) where you’ve owned, end-to-end, the outcomes and process of high-stakes projects.
• Customer-focused: You will be the main point of contact for Shellworks’ customers and you should love problem solving their needs whilst balancing the operational priorities. You must be able to tell a customer something they don't want to hear and keep the relationship stronger for it.
• Bias to execution: You are relentless about turning strategy into shipped reality. Ambiguity and obstacles energise you rather than stall you, and you keep momentum without needing to be managed
• First principles thinking: You can solve problems that there is no precedent for at Shellworks and no usable answer online
• STEM background

What we offer

• 28 days holiday + statutory holidays
• 12 weeks maternity, 6 weeks paternity, both at full pay
• Heka wellbeing allowance - gym, therapy, nutrition, fertility support and more
• Virtual GP with same or next day appointments
• Cycle to work scheme - save up to 42% via salary sacrifice
• Daily catered lunch at the office

Hiring Process

• Initial Chat
• Technical task
• Onsite
• Offer subject to 2 references

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