Customer Operations Manager (FMCG)

R13 Recruitment are delighted to be supporting a leading UK manufacturer in their search for a Customer Operations Manager, with the role offering a future career plan to Head of Logistics & Customer Operations.

This is a rare opportunity for an ambitious operational leader to join a growing business, taking ownership of an established customer operations function while benefiting from genuine long‑term career development, broader operational exposure and the opportunity to progress into a senior leadership position.

You’ll lead an established Customer Experience function while gaining valuable exposure to wider logistics and operational activities. As your knowledge and responsibilities grow, you’ll have the opportunity to contribute to strategic projects and play an increasingly influential role with future potential to oversee both logistics and customer operations.

Please note a minimum of three days per week is required in the office (ideally more, as the logistics side of the role moves quickly and being on‑site will be a real advantage), so you must be able to reliably commute to the head office based outside of Thetford (Norfolk) multiple times per week. As well as flexibility to travel to London and Europe when required.

For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further.

The Company

Our client is a well‑established UK manufacturer with an outstanding reputation for quality, innovation and customer service. Operating within a fast‑paced environment, they continue to invest in both their people and operations, creating exciting opportunities for ambitious professionals looking to develop their careers within a progressive organisation.

Benefits

• Competitive salary and comprehensive benefits package.
• Hybrid working, with a minimum of three days per week in the office.
• A guaranteed progression pathway.
• Structured mentorship and succession planning with an experienced senior leader.
• Direct exposure to executive decision‑making and Senior Leadership Team initiatives.
• Ongoing professional development within a collaborative and supportive environment.
• The opportunity to shape the future of customer operations and logistics across the UK business.

The Day to Day

• Leading and developing the UK Customer Experience team, driving high levels of service across both B2B and D2C operations.
• Managing and continuously improving the end‑to‑end Order‑to‑Cash process, ensuring service excellence and strong commercial performance.
• Coaching, mentoring and developing Team Leaders and Customer Experience Advisors.
• Working alongside the Head of Logistics & Customer Operations to gain in‑depth knowledge of UK logistics, supply chain operations and distribution.
• Supporting strategic logistics and operational improvement projects across the business.
• Building experience across in‑house distribution and third‑party logistics operations.
• Collaborating closely with Sales, Supply Chain, Finance and IT teams to improve operational efficiency and customer outcomes.
• Supporting digital transformation initiatives, including CRM, ERP and AI‑enabled customer service technologies.
• Contributing to long‑term operational strategy and organisational change.
• Developing strong relationships with the Senior Leadership Team ahead of your planned progression into a Head of Department role.

You Will Have

(Essential)

• Strong SAP and advanced Excel experience (Power BI desirable for reporting)
• FMCG background, within food manufacturing including experience of frozen and/or ambient products
• Proven leadership of a B2B Customer Service function, with D2C experience desirable
• A genuine customer‑first mindset, with exceptional focus on service delivery
• Strong finance exposure, including invoicing, ledgers, collections, refunds, P&L and budgeting
• Supply Chain and Logistics knowledge, including relevant legalities and regulatory requirements
• Previous team management experience, with a collaborative leadership style and exposure to change management.

(Desirable)

• Broad operational exposure across FMCG businesses
• Experience leading business improvement or transformation projects
• AI and systems integration / continuous improvement mindset
• Salesforce experience

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