Customer Operations Associate working closely with Customer Success Managers to ensure customer success in AI - powered user research. Collaborating with engineering teams and advocating for users.
About the role
- Head of Grocery & E-commerce Operations overseeing daily operations for a new supermarket chain in London. Focused on building processes and enhancing team performance in a fast-paced environment.
Responsibilities
- Build and implement scalable operating procedures (SOPs) across store operations
- Establish consistent workflows for inventory, store readiness, reporting, and daily execution
- Create operational structure and cadence to support a growing footprint
- Ensure stores remain customer-ready, well-stocked, and operationally consistent
- Support store launches and operational rollouts, including stock arrival, layout execution, and readiness checklists
- Manage inventory flow and replenishment to maintain accuracy and availability
- Improve back-of-house organisation and stock control processes
- Oversee in-store technology and payment systems, coordinating troubleshooting as needed
- Maintain operational standards, including basic health & safety compliance across sites
- Support onboarding and training for store teams; develop clear documentation and playbooks
- Hire a high performing dynamic store team, develop and coach them to deliver best in class customer experience
- Build the blueprint for how a store should run to be rolled out to future stores during this phase of expansion
Requirements
- Strong grocery and/or hospitality operations experience in a fast-paced environment
- Proven ability to build an operating system from scratch, including SOPs, playbooks and scalable operational processes
- Experience improving inventory flow, replenishment and stock control
- Experience supporting store launches and readiness
- Confident managing in-store tech and payment systems troubleshooting
- Good understanding of operational standards
- Experience onboarding, training and coaching store teams
- Able to hire and develop a high-performing team focused on customer experience
- Experience launching e-commerce operations
- Hands-on, highly organized and comfortable building structure in a scaling business
- Strong execution skills with attention to detail and consistency
Benefits
- Competitive salary
- Free food & drink
- Team nights out
- Growth opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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