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Customer & Operations Manager

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Why Superdrug?

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.
We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here's the exciting bit…a day includes

This is a 1 year contract

Define and lead the Mobile operational strategy for Superdrug Mobile
Define and deliver an excellent customer experience across all operational touch points
Manage the vendor relationships to ensure that all operational KPIs and service levels are delivered
Manage the internal relationships with IT and retail operations and seek opportunities to constantly innovate and improve the services we offer customers
Accountable for all operational processes and training in all touch points (stores, online, customer care)
Understand and manage all of the regulatory requirements of the mobile operation and work with mobile network and internal legal advisors to keep abreast of the latest developments and requirements


Operations
Responsible for defining and delivering the operational experience across all touch points that support the mobile operation
Own the operational relationships with stores and store operations teams
Responsible for Mobile stock management, forecasting and logistics
Responsible for ensuring in store compliance to merchandising instructions, sales scripts, delivery of store KPIs and in store technology solutions
Responsible for the end to end operations of Superdrug Mobile to ensure a positive customer experience and a commercially viable business

Customer
Manage the customer support team 
Responsible for delivering the optimal customer care experience and working with internal and external teams to ensure a seamless service
Manage the relationships with internal and external technology suppliers and ensure that any incidents are resolved efficiently and within minimum impact on customers
Review and develop the customer offering regularly to keep the customer experience strong and competitive in the market
Understand the Superdrug Mobile customer and make proposition, operational and service recommendations for the overall business roadmap.

Here's what's in it for you

33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK.

We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
2 staff discount codes for yourself and a family member or friend
30% discount on Superdrug Own Brand Products both in store and online
Currently we are working from home in line with government guidelines When we are able  you will be working in a stylish, modern and collaborative office close to East Croydon Station
Company pension matching and bonus
Unrivalled Learning and Development programmes
Come and be part of something special.
Hours: 37.5 | 9.00am - 5.30pm

 

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Must have
Excel experience – strong ability to create reports.
Office 365 experience
Retail and/or telecommunications experience (ideally within operations)

Location

Superdrug Head Office,51 Sydenham Road,CROYDON,CR0 2EU

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Apply now to become part of more

By joining us, you will be part of More than just a health and beauty retail group. You’ll become part of an organisation which is well-recognised all over the world.

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