Customer Operations - Pensions Executive

Customer & Partnerships Operations ManagerLocation: LondonEmployment Type: Full-timeWorkplace Type: In-office (4 days/week)Are you passionate about driving scalable commercial execution? Do you excel at the intersection of systems, data, and processes? Do you find joy in translating strategic initiatives into operational success? If this resonates with you, we would love to connect!About UsAt Modulr, our vision is to create a world where every business is empowered by embedded payments. We facilitate streamlined payment solutions for businesses ranging from SMEs to large enterprises across the UK and Europe, enabling them to efficiently manage their funds through a variety of payment methods, accounts, and card products. To learn more about our mission and culture, visit our website and our careers page.Your ResponsibilitiesLead the operational management for the Account Management and Partnerships Teams.Serve as a Revenue Operations business partner to both teams.Develop and maintain scalable and efficient operational processes.Support the design and implementation of commission plans.Oversee the internal exception process for revenue reductions affecting customers.Conduct weekly reviews of deals with the team to ensure pipeline health and report updates to leadership and FP&A.Establish operational processes for the newly formed Partnerships Team.Create and manage comprehensive reports and dashboards for the Account Management and Partnerships functions.Model partnership programs to drive revenue growth and profitability.Optimize Salesforce and Partner Relationship Management (PRM) tools for enhanced reporting and efficiency.Continuously assess end-to-end processes for opportunities for efficiency and automation.Implement renewal management processes and provide modeling for significant strategic renewals.Deliver Go-To-Market reporting to commercial leadership for Account Management and Partnerships.Collaborate with the broader Revenue Operations and Commercial teams on Go-To-Market projects.Who You AreQualifications:A commercially focused individual with an operational mindset.Demonstrated experience supporting commercial teams in similar roles.

At Sona, we understand that over 3 billion people work in frontline jobs worldwide, yet they often struggle with outdated tools to manage their workforce. Rising costs and staff shortages shouldn't hinder progress. We are revolutionizing frontline workforce management with our AI-native platform that encompasses Scheduling, HR, Payroll, and Communications. Our solution empowers large frontline organizations to operate more efficiently and invest in their people.In just four years, we've positively influenced the lives of over 100,000 frontline workers, expanded our team to over 140 skilled professionals, and secured $100 million in funding from leading venture capitalists including Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, and Notion Capital, along with prominent angel investors like Tom Blomfield (Monzo).Joining Sona at this exciting stage means you'll have a significant impact on our growth and culture. We are structured enough to offer excellent benefits while remaining agile enough for your contributions to be truly valued.About the RoleAs part of Sona's Customer team, which boasts over 40 talented individuals across Implementation, Support, Success, and Payroll, you'll be the first dedicated operations manager. This is a unique opportunity to create a strong operational foundation from the ground up.You will collaborate with all four customer-facing teams to develop standard processes, enhance reporting and data infrastructure, and establish resource planning frameworks. Working directly with the VP of Customer and team Directors, your mission will be to transform operational gaps into systematic, repeatable workflows.This role goes beyond optimization; there are no existing processes to follow, and you'll be tasked with defining operational excellence and building trust within teams that have not had a dedicated operations partner. You'll lead cross-functional projects that customer-facing staff cannot prioritize amidst their daily responsibilities.You will also work hand-in-hand with teams across Sales, Product, and Finance to facilitate seamless information flow across the organization. If you thrive in ambiguous situations, enjoy creating order from chaos, and want to make a measurable impact in a high-growth environment, this position is for you.

Why join loveholidays?At loveholidays, we believe in pioneering together. Our mission is to make travel accessible to everyone, providing our customers with limitless options, unparalleled convenience, and unbeatable value for their next vacation. Our dedicated team is the driving force behind our reputation as customers’ personalized holiday experts—the smart way to escape.We are committed to doing things differently to democratize travel, with our Customer Experience team leading the charge in innovative solutions. Join our rapidly expanding organization where your ideas are valued and forward-thinking shapes how millions book their holidays.In this fast-paced environment, you'll have the opportunity to accelerate your career, facing daily challenges and learning from inspiring leaders and colleagues. You'll be empowered to make a significant impact by enhancing the most cherished package holiday experience for millions. As we pursue ambitious expansion goals across Europe, become part of a vibrant international community achieving remarkable milestones together.Your influence:Reporting to the Head of Customer Operations, the Senior Operations Manager – Customer Incidents will spearhead our response to significant disruptions (e.g., flight cancellations, severe weather, partner failures, geopolitical events), ensuring the integrity of the customer journey and safeguarding the loveholidays brand.You will take charge of operational responses during incidents and crises, making crucial decisions that harmonize business objectives with empathy and customer-centricity. Collaborating across departments such as Commercial, Supply, Product, Communications, Health & Safety, and Legal—along with external partners like airlines and hoteliers—you will ensure coordinated and proactive responses.You will create and update incident management playbooks, fostering a culture of readiness, accountability, and continuous improvement. By leveraging data and insights from historical events, you will drive operational enhancements, mitigate risks, and build long-term customer trust.This role demands strong operational leadership, exceptional communication abilities, and the confidence to challenge senior stakeholders when customer outcomes or brand reputation are at risk.This is a hybrid role based in Hammersmith, London (2–3 days per week). Some out-of-hours work will be necessary due to the nature of incident response.

Company Overview:Kody is an innovative and rapidly expanding Fintech company dedicated to transforming online payments and enhancing financial services for traditional businesses. Following the successful completion of our Series A funding, we are seeking a dynamic Customer Operations Manager to join our Customer team in London and support our growth trajectory.The ideal candidate will play a pivotal role in ensuring efficient operations and outstanding customer service for our clients. This position demands a blend of analytical aptitude, excellent communication skills, a foundational understanding of technology (or a willingness to learn), and a strong commitment to delivering exceptional support within a fintech context.Key Responsibilities:Customer Support: Act as the primary contact for customer inquiries, delivering timely and precise responses.Issue Resolution: Investigate and resolve client issues, escalating complex cases to the relevant team members when necessary to guarantee swift resolution.Onboarding Assistance: Guide clients through the onboarding process, assisting with the implementation and setup of our payment solutions while tackling any technical or operational hurdles.Training and Education: Facilitate training sessions and provide educational resources to clients, ensuring they fully grasp our products and services to effectively utilize our platform.Documentation and Reporting: Keep detailed records of client interactions, including inquiries, resolutions, and feedback. Produce reports on client activities and trends to inform decision-making and optimize processes.Relationship Management: Build and maintain robust relationships with clients, understanding their unique needs and proactively identifying opportunities to enhance their experience with Kody.Process Improvement: Collaborate with cross-functional teams to pinpoint areas for operational enhancement and execute solutions to streamline processes and boost efficiency.Compliance and Risk Management: Ensure adherence to regulatory requirements and internal policies, minimizing risk by following established protocols.Networking and Sales: Actively engage in the payments industry, cultivating contacts and opportunities for future growth.Qualifications:Proven experience in Product Support, Client Success, Customer Success, Account Management, or Customer Operations.Exceptional interpersonal skills with the capacity to communicate effectively and establish rapport with clients and internal stakeholders in multiple languages. Communication is crucial for this position.Strong problem-solving capabilities, with a keen attention to detail and the ability to think critically.

About AlphaSense: AlphaSense is the go-to platform for the world's leading companies, helping them eliminate uncertainty in decision-making. Our AI-driven market intelligence and search capabilities deliver critical insights from a trusted content universe that includes equity research, company filings, event transcripts, expert calls, news articles, trade journals, and proprietary research content.The 2024 acquisition of Tegus by AlphaSense enhances our mission to empower professionals with smarter decision-making tools through AI-driven market intelligence. This partnership will fuel growth, innovation, and content expansion, providing users with even deeper insights from an extensive array of content sources. Our platform is relied upon by over 6,000 enterprise clients, including a majority of the S&P 500 companies. Established in 2011, AlphaSense is headquartered in New York City and boasts a global workforce of more than 2,000, with offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Join us in making a difference!About Expert Insights:Expert Insights, encompassing AlphaSense's Expert Transcript Library and 1x1 Call Services, provides a transformative approach to market intelligence content. Our extensive collection of transcripts captures unfiltered insights from industry operators, providing professional investors with crucial information on companies' real-time dynamics. With over 140,000 transcripts covering all economic sectors and thousands more added monthly, Expert Insights is rapidly becoming essential for institutional investors and other market intelligence consumers, including those in sell-side research, consulting, and large corporations.About the Team:This team collaborates closely with our Directed Content and 1x1 Call Services groups to conduct timely channel checks and voice-of-customer interviews, revealing real-time demand signals, competitive dynamics, and purchasing behaviors across key industry verticals. By accurately identifying the right operators, distributors, or end-customers and engaging them at optimal times, we help investors uncover unique, actionable insights.

At Anaplan, we pride ourselves on being a team of innovators dedicated to transforming business decision-making through our cutting-edge AI-driven scenario planning and analysis platform. Our goal is to empower customers to stay ahead of the competition and navigate the marketplace with confidence.What binds Anaplanners across different teams and regions is our unwavering commitment to our customers’ success and our vibrant Winning Culture.Our esteemed clientele includes notable Fortune 50 companies such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global organizations that trust our premier platform.Our Winning Culture fuels our innovative teams. We celebrate diverse perspectives and ideas, act as leaders regardless of our titles, strive to achieve ambitious objectives, and relish in celebrating our victories – both great and small.Guided by principles of strategic leadership, values-driven actions, and disciplined execution, you will find inspiration, connection, growth, and recognition here. Embrace your uniqueness and join us in shaping the future – together!Anaplan is seeking a motivated and dynamic Customer Success Operations Manager to join our EMEA Customer Success Operations Organization. In this pivotal role, you will oversee the daily operations for one of our most rapidly expanding regions. Your leadership will be crucial in driving strategic projects that refine our post-sales processes, enhance operational efficiency, and yield impactful outcomes throughout the organization. You will serve as a trusted advisor to the Customer Success Vice President for the EMEA region, equipping our post-sales team to meet ambitious targets while fostering continuous improvement and transformative change.Your Role and ResponsibilitiesDriving Change & Business Outcomes:Evaluate existing post-sales operations processes to pinpoint opportunities for enhancement and innovation.Implement strategic initiatives aimed at boosting post-sales productivity, improving forecast accuracy, and increasing pipeline visibility.Collaborate with post-sales leadership to craft strategies for scaling operations and achieving revenue goals.Act as a catalyst for change by introducing new tools, technologies, and methodologies to elevate post-sales performance.Customer Success Operations Support:Oversee the design, implementation, and optimization of post-sales processes, tools, and systems.Provide strategic insights and support to enhance operational workflows and achieve organizational objectives.

Veeva Systems is a visionary organization dedicated to transforming the life sciences sector by accelerating the delivery of therapies to patients. As one of the fastest-growing SaaS companies in history, we exceeded $3B in revenue last fiscal year, with significant growth opportunities on the horizon. Our core values drive us: Do the Right Thing, Customer Success, Employee Success, and Speed. We are not just another public company; in 2021, we made history by becoming a public benefit corporation (PBC), committed to balancing the interests of our customers, employees, society, and investors. As a Work Anywhere company, we empower our employees with the flexibility to work remotely or in the office, ensuring you can excel in your preferred workspace. Join us in revolutionizing the life sciences industry, devoted to making a meaningful impact on our customers, employees, and communities.

At Choco, we are dedicated to transforming the global food system into a sustainable model by revolutionizing the methods of selling, ordering, distributing, and financing food. Our AI-driven software seamlessly connects distributors with customers, promoting efficiency and reducing waste. Tackling a challenge of this scale demands exceptional talent—are you ready to make an impact?Join us in our mission: https://bit.ly/4fyXonBWe are actively seeking a Senior Customer Success Operations Manager to fortify the operational backbone of our post-sales revenue engine. You will enhance renewal forecasting, boost revenue predictability, and optimize the systems and data architecture that are crucial for retention and expansion.In this pivotal role, you will collaborate across Customer Success, Finance, BI, and Systems, influencing decision-making processes and determining revenue outcomes. This is a senior individual contributor position ideal for someone experienced in developing post-sales operations within scaling B2B SaaS contexts who is eager to take ownership of a function critical to our revenue success.

Managing spending can often be a complicated task, and inefficient processes can hinder both finance teams and employees. At Pleo, we are revolutionizing spend management. We provide solutions that simplify the handling of finances, making it empowering and effective for both finance teams and employees, with the vision of helping businesses 'go beyond'.The name 'Pleo' translates to 'more than you’d expect', a philosophy that has underpinned our success over the last decade.We are currently at a critical juncture in our journey; each decision we make has a direct effect on our 40,000+ customers, our business, and our shared success. We seek individuals who take pride in identifying customer needs, transforming complex challenges into straightforward solutions, respectfully challenging the status quo, and consistently aiming high. With ambitious goals propelling us forward, we acknowledge that we don’t have everything figured out—and that’s part of the excitement! We are a motivated, forward-thinking, and importantly, a compassionate team of over 850 individuals from more than 100 nationalities, all dedicated to shaping the future of business spending together.About the roleWe are on the lookout for a GTM Operations Manager to join our GTM Strategy & Programs team and contribute to how we deliver value to our customers on a large scale. This position focuses on sustainable revenue optimization, primarily emphasizing revenue retention and customer success, while also encompassing expansion and new business go-to-market initiatives. You will operate at the convergence of GTM strategy, revenue operations, and technology, taking concepts from ideation to execution. You’ll pinpoint areas where our customer and revenue strategies can improve, devise data-driven solutions, and establish the operational frameworks needed to launch and grow these initiatives. While your primary focus will be on Customer Success, your responsibilities will cover the entire GTM lifecycle.This is not your typical operations role. You will adopt a GTM Engineer mindset—leveraging systems thinking, automation, AI, and experimentation to transition strategy into scalable execution—while also enhancing GTM capabilities across teams through coaching and the sharing of best practices. If you thrive on diagnosing intricate problems, constructing modern GTM systems, and driving measurable business outcomes, this position offers significant ownership and influence.

Kraken Technologies is a technology company based in London, focused on building a smarter and more sustainable energy ecosystem. The team works to optimize renewable energy production, improve grid intelligence, and help utilities deliver strong customer experiences. Their efforts support a shift toward a more sustainable energy future worldwide. The Customer Success Operations Analyst joins the Customer Success Beehive, Kraken’s operations team, during a period of significant growth. This role centers on scaling customer success by implementing systems, data processes, and tools that drive operational efficiency and deliver strong outcomes for clients. Role overview This analyst position works closely with teams across Delivery, Sales, Product, Engineering, Finance, Client Value, and Customer Success. The goal is to make customer success more scalable, data-driven, and closely aligned with overall business objectives as Kraken expands globally. What you will do Support the development and improvement of systems, data, and processes that underpin customer success operations Collaborate with cross-functional teams to ensure customer success strategies are effective and scalable Help drive operational efficiency and enhance client outcomes as Kraken grows About Kraken Customer Kraken Customer’s mission is to build an innovative, AI-driven energy management platform. The platform focuses on maximizing resource efficiency and delivering cost-effective, high-quality customer experiences through advanced Customer Information Systems (CIS), billing, meter data management, CRM, and AI-powered communications. Learn more about Kraken Technologies at https://kraken.tech/.

Join Octopus Electric Vehicles as a Customer Operations Specialist, where you'll provide outstanding service to our drivers throughout their electric vehicle leasing journey. As a key point of contact, you'll guide customers from their initial order to the return of their vehicle, ensuring a seamless transition to zero-carbon driving. Your expertise will transform complex logistics updates into comforting conversations, turning potential complaints into opportunities for glowing Trustpilot reviews. This hybrid role requires at least two days in the office each week, located in either London or Brighton.

Join Contentsquare as a Customer Success Operations Lead, where you will play a pivotal role in enhancing the customer experience and driving operational excellence. You will collaborate with cross-functional teams to define and execute strategies that ensure our customers achieve their desired outcomes while maximizing the value of our platform.Your responsibilities will include analyzing customer data, developing reports, and implementing processes that improve customer engagement. You will also lead initiatives that promote customer satisfaction and retention, making a significant impact on our overall success.

Care Operations ManagerLevel I4Location: London, with a hybrid working model requiring a minimum of 3 days in the office.Recruiter: Nick UptonHiring Manager: James BarnesAs the Care Operations Manager, you will lead the operational efficiency of our contact center teams across various BPO locations. Your role involves collaborating with multiple departments to ensure the success of the business. You will analyze operational metrics to identify opportunities for enhancement and implement effective strategies aimed at boosting productivity and service quality.Key ResponsibilitiesOversee Care performance across the marketplace via outsourced teams.Collaborate with global and local stakeholders to manage service queue performance for customers, partners, and riders across various channels.Develop insights and targets to measure Care performance effectively.Lead projects aimed at transforming performance across key KPIs (CSAT, Policy Adherence, AHT, QA) and own performance improvement initiatives.Identify gaps and collaborate with partners and internal teams to develop and implement performance improvement strategies.Conduct independent performance analyses and present updates to executives and Care leadership.Manage outsourced partners’ performance, identifying areas for improvement and implementing action plans to achieve customer experience excellence.Ensure Care services set Deliveroo apart, fostering best-in-class customer satisfaction across all market segments.Drive change by identifying operational gaps, forming hypotheses, and executing improvement initiatives.Present performance data against Care action plans and objectives on a weekly, monthly, and annual basis.Participate in the 24/7 emergency on-call rotation, approximately once every quarter.

At PagerDuty (NYSE: PD), we are at the forefront of Digital Operations Management, empowering organizations of all sizes to provide flawless digital experiences to their customers. Our platform is trusted by over 13,000 companies, including 60% of the Fortune 100, to navigate Digital Transformation, Cloud Migration, and DevOps Modernization. Prominent clients such as GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, and Lululemon rely on us. As we rapidly expand our capabilities in AI/ML and Automation, we are enhancing our adoption among Development, IT, Customer Service, Security, and various other teams.The Principal Customer Success Manager plays a pivotal role in engaging with key stakeholders to cultivate strong relationships, ultimately accelerating our customers' digital transformation journeys. This role involves working directly with customers of diverse market segments, sizes, and complexities, tailoring our solutions to meet their unique needs.

Navigating the complexities of spend management can be challenging. At Pleo, we are revolutionizing this process with innovative spend solutions that streamline financial management, empowering both finance teams and employees. Our mission is to help businesses 'go beyond' expectations.The name 'Pleo' signifies 'more than you'd expect', and this principle has been pivotal to our success over the past decade.As we embark on an exciting phase in our journey, we recognize the impact of every decision on our 40,000+ customers and our overall success. We seek individuals who are passionate about identifying customer needs, simplifying complex challenges, and continually pushing boundaries with a respectful and ambitious mindset. Our diverse team of over 850 professionals from more than 100 nationalities is dedicated to shaping the future of business spending.Role OverviewWe are in search of a GTM Operations Manager to join our GTM Strategy & Programs team. This role is crucial in optimizing sustainable revenue through a focus on retention, customer success, and new business go-to-market strategies. You will operate at the nexus of GTM strategy, revenue operations, and technology, transforming concepts into actionable plans. Your responsibilities will include identifying opportunities for improvement in customer and revenue processes, designing data-driven solutions, and developing the operational systems necessary for their launch and growth. While your primary focus will be on Customer Success, you will engage across the entire GTM lifecycle.This position transcends traditional operations roles; you will embody a GTM Engineer mindset, integrating systems thinking, automation, AI, and experimentation to translate strategy into scalable execution. You will also enhance GTM capabilities across teams through coaching and sharing best practices. If you thrive on diagnosing intricate challenges, constructing modern GTM frameworks, and delivering tangible business outcomes, this role offers significant ownership and influence.Collaboration and ReportingYou will report directly to the Director of GTM Strategy & Programs and be part of the Revenue Operations team at Pleo. Collaborating closely with Revenue Operations, Customer Success, Commercial Product, and Data teams, you will serve as a GTM operator and strategic partner, linking teams, systems, and insights throughout the customer journey.

Isometric seeks a Registry Operations Manager based in London to oversee the daily functions of its registry. This position plays a key part in the management team, working to streamline processes and align operations with organizational strategy. Responsibilities Lead day-to-day operations of the registry to maintain smooth workflows. Identify and implement ways to improve efficiency across registry activities. Support broader strategic goals by aligning operational practices with company objectives. Maintain high service standards for all stakeholders interacting with the registry. Team and Collaboration This role sits within the management team and collaborates closely with colleagues across departments to ensure the registry meets both internal and external expectations.

Role overview LoopMe seeks a Supply Operations Manager in London to strengthen supply chain processes and enhance operational efficiency. This position works closely with multiple teams to keep supply operations on track and aligned with company growth plans. Key responsibilities Lead initiatives to streamline and optimize supply chain activities Coordinate with cross-functional teams to improve operational workflows Monitor supply operations, making adjustments to support client satisfaction and business goals Apply operational insights to guide decisions and contribute to company growth Location This role is based in London, England, United Kingdom.

Join our dynamic team at Humaans as a Revenue Operations Manager, where you'll play a pivotal role in driving our revenue strategy and operational excellence. You will collaborate closely with sales, marketing, and finance teams to optimize processes and enhance our revenue generation capabilities. Your expertise will help us scale efficiently and effectively while ensuring a seamless experience for our clients.

Join Elliptic as a Revenue Operations Manager, where you will play a key role in driving the growth and efficiency of our revenue processes. You will collaborate closely with sales, marketing, and customer success teams to optimize our operations and enhance our customer experience.