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Head of Operations

MERJE Ltd
Job LocationCardiff
EducationNot Mentioned
Salary350.00 per day
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

My client is looking for a Head of Operations for a 6-month interim.

  • Optimise and deliver a best-in-class customer experience for our franchisees, pupils and instructor trainees. Integrate best-practise from other industries with a focus on high-growth, technology-led businesses.
  • Support the business to transform from a service department to a class leading experiential service environment
  • Working with the Driving School Tech team, ensure that all customer-facing roles have best-in-class technology and systems to deliver optimal customer service.
  • Optimise the contact strategy to support instructors to maximise their business potential through support from the contact centre.
  • Ensure the delivery of our service to franchisees is market leading.
  • Manage the commercial relationships of key third parties on behalf of the Driving School to ensure maximum commercial value is delivered.
  • Work with Fleet, Procurement and Manufacturers to negotiate the optimal price for cars on the driving school fleet. Provide ongoing management and oversight of the negotiated pricing arrangement to ensure the negotiated price is delivered at the requiredscale.
  • Ensure optimal leasing arrangement is in place with regards to how cars are recognised on our P&L for maximum business value.
  • Optimise our fleet operations so that we minimise the number of excess cars on the fleet and maximise profit on sale of cars. Operate within the fleet budget each year.
  • Manage the contact centre team who support pupils in finding their perfect instructor.
  • Work closely with the Tech & Product team to identify digital solutions to make our teams and customers lives simpler and smarter.
  • Optimise our franchisee instructor retention strategy, deliver against key retention targets and optimise business processes to ensure that attrition is lower in the future
  • Implement and track appropriate customer satisfaction scores (e.g. NPS) to identify where improvements can be made and implement and track those improvements accordingly.
Skills & experience
  • Proven track-record of operational and service delivery + optimisation
  • Strong commercial acumen
  • Proven ability to be detail-oriented whilst maintaining a strategic perspective
  • Previous experience managing operational and service teams in a fast growth + integrated corporate environment
  • Strong communication skills
  • Relentlessly results-focused
  • Analytical and entrepreneurial
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we will be in touch with similar relevant opportunities

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