Team Leader - Tailored Care Operations

Are you an experienced customer service leader who thrives on developing people, improving performance and building strong customer relationships?

We're looking for a Team Leader - Tailored Care Operations (Manager I, Commercial Customer Care) to lead a multifunctional team supporting our strategic, VIP and Tailored Care customers.

You'll lead approximately 7-10 colleagues, ensuring our priority customers receive proactive, responsive and high-quality support.

What will you do?

You'll combine people leadership, customer relationship management and operational excellence, taking ownership of team performance and the experience we deliver to key customers.

You will:


* Lead, coach and develop a high-performing team of Account Managers, Order Support Specialists and Senior Specialists.


* Build a culture focused on customer excellence, accountability and continuous improvement.


* Oversee support for strategic customers, including orders, projects, escalations and service recovery.


* Act as a senior escalation point for complex customer and operational issues.


* Manage service levels, productivity, workloads and customer commitments.


* Use customer feedback and performance data to identify risks and improvement opportunities.


* Drive process improvements, digital adoption and new ways of working.


* Lead your team through operational and organisational change.


* Partner closely with Sales, Supply Chain, Logistics, Customer Experience and Commercial teams.

What will make you successful?



* Leadership experience within customer service, account management or customer support operations.


* A strong track record of building and developing high-performing teams.


* Experience managing complex customer relationships, escalations and service recovery.


* Strong coaching and performance management skills.


* Experience delivering operational or cultural change.


* Strong stakeholder management and influencing skills.


* Commercial awareness and a customer-first mindset.


* An analytical approach, using data to improve performance and make decisions.


* The ability to succeed in a fast-paced, customer-focused environment

Beneficial if you have:



* Experience supporting strategic, premium or key accounts.


* Knowledge of order management or supply chain processes.


* Experience with transformation, digitisation or continuous improvement.


* Knowledge of Salesforce, SAP, Control Tower or other digital customer platforms.

What's in it for me?


* Lead a high-impact team where your work directly influences customer loyalty and business growth


* Career development opportunities with access to training, mentorship, and leadership programs


* Collaborative culture that encourages innovation and values your contributions


* Flexible work environment designed to support your success and well-being

Ready to make your mark in customer care leadersh...