Head of Customer Operations & Retention

Head of Customer Operations & Retention | eCommerce Marketplace We are partnering with a leading international eCommerce marketplace to appoint a Head of Customer Operations & Retention, responsible for leading and transforming customer operations across the Nordic and Central European markets. This is an exciting opportunity for an experienced, commercially minded operational leader to take ownership of a large-scale, multi-market service function, driving operational excellence, customer experience, retention and continuous improvement. We are looking for someone who combines strong people leadership, commercial awareness and operational expertise with the ability to challenge existing processes, embrace technology and deliver meaningful business improvements. You will play a pivotal role in shaping how the organisation delivers its services, creating a high-performance culture and ensuring operational capabilities evolve alongside changing customer expectations. What You'll Be Doing Operational Leadership & Performance

• Lead customer service and retention operations across multiple European markets, ensuring consistent standards, performance and accountability.
• Take ownership of operational KPIs, service levels, productivity, efficiency and customer satisfaction.
• Drive operational excellence across high-volume, multichannel service environments, including phone, email and digital channels.
• Develop effective resource planning strategies, balancing service quality, customer experience and operational costs.
• Use data and performance insights to identify opportunities, challenge existing ways of working and deliver measurable improvements.

Customer Experience & Retention

• Develop and embed a customer-first culture, ensuring service excellence translates into stronger customer relationships and retention.
• Own key customer experience measures, including NPS, first-contact resolution and service quality.
• Identify opportunities to improve the end-to-end customer journey, reduce friction and deliver better commercial outcomes.
• Work collaboratively with senior stakeholders to align operational performance with wider business priorities.

Transformation, Technology & Continuous Improvement

• Champion operational transformation, process optimisation and the adoption of new technologies.
• Identify opportunities to leverage automation, digital tools and smarter ways of working to improve service delivery and productivity.
• Play a key role in shaping operational technology improvements, ensuring new systems and processes deliver measurable value.
• Lead change programmes across multiple markets, ensuring teams successfully adopt new processes, technologies and operating models.

People Leadership

• Lead, develop and inspire high-performing teams across different locations and markets.
• Build a culture of accountability, ownership, collaboration and continuous improvement.
• Coach and develop managers, creating clear expectations and supporting future leadership capability.
• Provide visible, hands-on leadership, remaining close to operational performance while maintaining a strategic perspective.

Who We're Looking For We are interested in speaking with established operational leaders who have experience managing complex, high-volume, customer-facing environments within eCommerce, technology-enabled services, contact centres or other large-scale service organisations. The ideal candidate will bring:

• Significant experience leading customer operations, service delivery or large-scale operational teams.
• A proven track record of improving customer experience, operational performance, productivity and retention.
• Strong commercial acumen, with the ability to balance customer outcomes, operational efficiency and cost.
• Experience managing performance through data, KPIs and operational insights.
• A track record of leading transformation, process improvement and organisational change.
• An understanding of how technology, digitalisation and automation can improve customer operations.
• Excellent people leadership skills, with the ability to build high-performing, accountable teams.
• The confidence to influence senior stakeholders and work across different functions.
• Experience operating across multiple countries or international markets would be advantageous.

If you're an ambitious operational leader who enjoys building high-performing teams, challenging the status quo and delivering measurable business improvements, we'd love to hear from you. Apply today for a confidential discussion.