City of Westminster, England, United Kingdom · Hybrid
We are the UK's leading premium publisher, home to iconic and influential media brands including Esquire, Men's & Women's Health, ELLE, Good Housekeeping, Harper's Bazaar, Digital Spy, Cosmopolitan, Red and more. At Hear…
Skills: Operational Management, Outsourced Partner Management, Customer Experience Strategy, KPI Tracking, SLA Management
City of Westminster, England, United Kingdom · Hybrid
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City of Westminster, England, United Kingdom · On-site
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City of Westminster, England, United Kingdom · Hybrid
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City of Westminster, England, United Kingdom · Hybrid
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City of Westminster, England, United Kingdom · Hybrid
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City of Westminster, England, United Kingdom · On-site
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City of Westminster, England, United Kingdom · On-site
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City of Westminster, England, United Kingdom · Hybrid
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City of Westminster, England, United Kingdom · On-site
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Fifth Dimension is the most prominent AI company in real estate in the world, bringing the magic of AI automation to document-heavy industries 🌈. Our AI workspace helps leading investment managers, owners, and operators…
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CCH GroupCity of Westminster, England, United Kingdom · On-site
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CCH GroupCity of Westminster, England, United Kingdom · On-site
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City of Westminster, England, United Kingdom · Hybrid
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City of Westminster, England, United Kingdom · Hybrid
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City of Westminster, England, United Kingdom · On-site
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Vertex Inc.City of Westminster, England, United Kingdom · On-site
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Lead the operational delivery of customer service and fulfilment functions, managing outsourced contact center partners to ensure high service standards. Act as the voice of the customer to improve journeys and support membership growth and retention initiatives.
Requires proven experience leading customer operations within subscription or membership businesses, specifically managing outsourced providers. Candidates must possess strong analytical skills and the ability to manage complex escalations and stakeholder relationships.
We are the UK's leading premium publisher, home to iconic and influential media brands including Esquire, Men's & Women's Health, ELLE, Good Housekeeping, Harper's Bazaar, Digital Spy, Cosmopolitan, Red and more. At Hearst UK, we don't just create content – we shape culture.
Our workplace is driven by passion, shaped by authenticity and powered by creativity. We back bold ideas, act with an entrepreneurial mindset and continually evolve to meet the moment - while respecting the legacy that's brought us here. We believe in each other's potential and push boundaries together to create meaningful impact, both across the media landscape and in people's lives.
We're proud of our heritage - but even more excited about making history.
Hearst UK operates an in office policy with flexible Friday's. Our office is based at House of Hearst, 30 Panton Street, St James's, London, SW1Y 4AJ, where teams collaborate in person and connect across brands and functions.
Salary - £50,000 - Salary is dependent on experience and will be assesed in line with the candidate's skills, knowledge & relevant expertise.
As the Customer Operations Manager, you will lead the operational delivery of Hearst UK's customer service and fulfilment function, ensuring every customer interaction reflects the quality of our brands and supports our ambitious membership growth plans.
Reporting into the Head of Operations and Planning, with a strategic dotted-line relationship into the Head of Customer Value, you'll oversee our outsourced customer service operation and fulfilment activities, driving operational excellence across customer service, print fulfilment and customer experience.
You'll be responsible for ensuring our operational partners consistently deliver against service standards while acting as the voice of the customer across the business. Working closely with Customer Value, Memberships & Rewards, Customer Performance & Trading, Editorial and Product teams, you'll ensure operational readiness for campaigns, continuously improve customer journeys and help deliver outstanding experiences that increase loyalty and retention.
Success in this role will be measured through:
Benefits…
(Your benefits at Hearst UK are more than just extras—they are tools to help you thrive in every part of life.)
Hearst Exclusives - Only for You!
Inclusion, Health & Wellbeing: Feel Your Best
Financial Wellness - Boost Your Budget
Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in – one that respects, protects, represents and uplifts the voices and opinions of all people. As a business, we recognise the significant benefits of creativity, collaboration and innovation that comes with diverse teams. Not only is diversifying the voices in our organization the right thing to do, but it also helps us to make powerful and exciting content that can be enjoyed by many more people. This is why we’re working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.
As one of the nation’s largest global, diversified information, services and media companies, Hearst has been leading with purpose and integrity and innovating for more than a century. With a mission to inform audiences and improve lives, the company’s portfolio includes global financial services leader Fitch Group; Hearst Health, a group of medical information and services businesses; Hearst Transportation, which includes CAMP Systems International, a major provider of software-as-a-service solutions for managing the maintenance of jets and helicopters; 35 television stations; 30 daily and 50 weekly newspapers; more than 200 magazine editions around the world and ownership in cable television networks A&E, HISTORY, Lifetime and ESPN. Leading with purpose, Hearst is always moving forward. With a commitment to the highest quality in our products and services, we’re investing in healthcare solutions to help improve patient outcomes and technology that curbs emissions. Our brands are providing vital analysis, data and software to the global financial services industry; delivering important service and investigative journalism; and inspiring audiences with sports and entertainment programming. And we are dedicated to serving the communities it operates in, both civically and philanthropically.
Offices: 300 West 57th Street, New York, NY 10019, US
