Customer Service Operations & B2B Platform Manager

Customer Service Operations & B2B Platform Manager

Role Purpose

The Customer Service Operations & B2B Platform Manager will lead customer service operations while managing, optimising, and advancing the company’s B2B ordering platforms.

This role is central to driving digital initiatives that enhance the customer journey, ensuring a seamless end-to-end experience from order placement through to fulfilment. By aligning people, processes, and technology, the role will support operational excellence and customer satisfaction.

Working cross-functionally with Commercial, Finance, IT, and Distribution teams, the successful candidate will oversee systems and processes that manage customer enquiries, order processing, and reporting—driving efficiency, consistency, and continuous improvement.

Customer Service Operations Leadership

• Lead and oversee the day-to-day operations of the Customer Service function.
  


• Manage, coach, and develop a high-performing team to consistently achieve service objectives.
  


• Provide ongoing mentoring, coaching, and performance management.
  


• Define and monitor KPIs (e.g. response time, resolution time, order accuracy).
  


• Manage escalations and build strong relationships with key B2B customers.
  


• Identify and implement process improvements to enhance efficiency and customer experience.
  


• Act as the primary point of contact for Commercial Sales Management.
  


• Proactively identify opportunities to increase sales and minimise lost revenue.
  


• Drive continuous improvement in service delivery across channels.
  


• Ensure customer service capabilities evolve in line with technology and customer expectations.
  


• Act as the owner of customer-facing operational processes, ensuring clarity and consistency.
  

B2B Platform Management

• Lead the management and optimisation of B2B ordering platforms, ensuring strong adoption and utilisation.
  


• Collaborate with Trade Marketing on promotional and platform-based initiatives.
  


• Ensure platform reliability, usability, and performance.
  


• Drive automation and digital transformation initiatives.
  


• Partner with IT and external vendors on system enhancements and integrations.
  


• Improve self-service capabilities for B2B customers.
  


• Translate business requirements into functional platform solutions.
  


• Use data and analytics to identify trends and improve performance.
  


• Implement best practices in order management and customer service.
  

Order Management & Operations

• Oversee the full order lifecycle, from entry through to fulfilment.
  


• Ensure accuracy, efficiency, and compliance with SLAs.
  


• Identify and resolve bottlenecks to streamline operations.
  


• Coordinate closely with Supply Chain, Logistics, and Finance teams.
  

Stakeholder Management

• Act as a key link between Commercial, Finance, IT, and Supply Chain teams.
  


• Support commercial teams in onboarding and managing B2B clients.
  


• Communicate system updates and improvements to stakeholders.
  


• Support reporting with accurate data and insights.
  

Key Skills & Competencies

• Strong leadership and team management capabilities.
  


• Deep understanding of B2B order processes and customer service operations.
  


• Experience with digital ordering platforms and eCommerce systems.
  


• Ability to drive automation and digital transformation.
  


• Analytical, data-driven mindset.
  


• Excellent communication and stakeholder management skills.
  


• Strong problem-solving ability with a continuous improvement focus.
  


• Customer-centric approach with a focus on user experience.
  


• Proactive, accountable, and results-driven.
  


• Collaborative style with the ability to influence and engage stakeholders.
  

Essential Criteria

• 5+ years’ experience in customer service or operations leadership within a B2B or digital-first environment.
  


• Proven ability to lead, motivate, and develop a customer service team.
  


• Experience managing B2B platforms and/or eCommerce systems.
  


• Strong focus on innovation, process improvement, and digital transformation.
  


• High level of IT proficiency and technical aptitude.
  


• Strong organisational and problem-solving skills.
  


• High attention to detail and accuracy.
  


• Excellent communication and interpersonal skills.
  


• Third-level qualification in Business, Supply Chain, or a related field.