Head Of Customer Service & Supply Chain

Job Description

Head of Customer Service & Supply Chain

Are you a strategic operations leader with a passion for delivering exceptional customer experiences while driving supply chain excellence?

We're seeking an ambitious Head of Customer Service & Supply Chain to lead and develop our Customer Service, Scheduling and Supply Chain functions. This is a high-impact leadership role responsible for shaping the end-to-end customer journey, driving operational performance, and ensuring our supply chain remains efficient, resilient and commercially effective.

As a key member of the Operations leadership team, you'll work closely with internal stakeholders, suppliers and logistics partners to support business growth, enhance customer satisfaction and deliver continuous improvement across multiple operational functions.

What you'll be doing

Leading Supply Chain Excellence

You'll take ownership of the UK supply chain operation, ensuring products are available when customers need them while maintaining cost efficiency and operational control. Responsibilities include:

• Leading procurement, inventory management and demand planning activities.
• Managing strategic supplier and third-party logistics (3PL) relationships.
• Overseeing imports and product supply from international manufacturing and supplier partners.
• Driving supply chain transformation, process improvements and operational efficiencies.
• Managing budgets, costs and performance against key operational KPIs.
• Developing and coaching a high-performing Supply Chain team.
• Optimising SAP and other supply chain systems to improve visibility and performance.

Delivering Outstanding Customer Service

You'll also lead Customer Service and Scheduling teams, ensuring customers receive a seamless experience from order placement through to fulfilment.

Key responsibilities include:

• Creating and leading a high-performing, customer-focused culture.
• Owning the end-to-end customer journey.
• Driving service excellence and customer satisfaction.
• Overseeing scheduling and resource planning activities.
• Managing complex escalations and customer service issues.
• Monitoring service KPIs and ensuring contractual service commitments are achieved.
• Leading continuous improvement initiatives that enhance service quality and efficiency.

About You

We're looking for a commercially minded leader who can balance strategic thinking with hands-on operational delivery.

You'll ideally bring:

✅ Significant leadership experience within customer service, supply chain, operations or service delivery environments

✅ Experience leading large, high-performing teams in demanding operational settings

✅ Strong stakeholder management and influencing skills

✅ Experience managing customer service functions and driving service excellence

✅ Knowledge of supply chain operations, logistics and inventory management

✅ Experience working with SAP and business reporting tools

✅ Strong analytical and problem-solving skills with a focus on continuous improvement

✅ Experience managing external suppliers and logistics partners

Desirable:

• Power BI experience
• Previous responsibility for managing major 3PL contracts
• Experience leading transformational change and process improvement initiatives

Why Join Us?

This is an exceptional opportunity to lead two critical functions within a growing business. You'll have the autonomy to shape strategy, develop teams, influence business performance and deliver meaningful improvements that impact both customers and the wider organisation.

If you're an experienced operational leader who thrives on driving customer satisfaction, operational excellence and supply chain performance, we'd love to hear from you.