Do you have a passion for shaping exceptional customer experiences across multiple markets? Join us as our new Senior Customer Operations Manager and help drive the Northern European customer service agenda during a 12‑month parental cover.
At Specsavers, we're dedicated to making eye and hearing care accessible to all. As pioneers and a global leader in innovative technologies, we help people optimise their vision and hearing. We foster your expertise, welcome you into a supportive family, and propel your growth. Grounded in our collaboration, curiosity, courage, and compassion values, we strive to challenge the status quo and invite you to team up with us.
To strengthen our Customer Operations function, we're searching for an experienced Senior Customer Operations Manager to join us during our colleague’s parental leave.
Your role
As our Senior Customer Operations Manager, you’ll play a central role in driving the customer operations agenda across all Northern European (NE) markets. You will own our NE customer feedback tool, ensuring it remains fit for purpose and continuously improve to support the needs of our markets.
Your primary tasks and responsibilities include, but are not limited to:
- Support the operational alignment of shared global platforms and continuously optimise the tools that enhance our customer experience.
- Develop and drive the NE Customer Operations Plan in close partnership with the Head of Customer Operations.
- Support Country Field Support teams by turning customer insights, feedback, and KPIs into clear recommendations that elevate service across all NE markets.
- Proactively identify and improve key customer touchpoints through strong cross‑functional collaboration with country teams, stores, and wider stakeholders.
- Represent Customer Operations and Voice of the Customer in key forums while fostering seamless collaboration between Northern Europe Support Office, Central Operations and Country Support colleagues.
Your new team
Reporting to our Head of Customer Operations, you’ll join our dynamic Central Operations team, collaborating closely with passionate and highly skilled colleagues across all Northern European markets.
Our team is a blend of long‑standing Specsavers experts and fresh new voices, and we truly value teamwork, knowledge‑sharing, and continuous improvement. We work hybrid, enjoy strong cross‑market collaboration, and take pride in fostering an engaged, energised, and fun atmosphere.
As our new Senior Customer Operations Manager, you'll be based at our Danish Support Office in Nordhavn, featuring bright collaborative spaces.
Your qualifications
We’re seeking a structured, engaging, and collaborative Senior Customer Operations Manager with strong stakeholder management skills. Therefore, you might have:
- Experience in retail operations with a strong understanding of central operations
- Experience managing customer feedback platforms and customer experience initiatives
- Proven stakeholder management across multiple countries
- Successful track record delivering change initiatives
- Experience identifying and implementing companywide improvements
- Ability to engage cross‑country teams and build momentum around long‑term customer experience strategies
Additionally, you’re highly organised, an excellent communicator, and a collaborative team player with strong interpersonal skills. You approach challenges analytically and always aim for practical, solution‑focused outcomes.
Want to join? Then apply today
To apply, please send us your CV using the button below. We want to respect your time, so including an application letter is optional. Feel free to apply as soon as possible.
Please avoid including any photos or references to your age in your CV. It contributes to a fairer and more unbiased assessment.
We review CV’s and call in for interviews continuously and in standard, our recruitment process consists of a screening, 2-rounds of interviews including a personality assessment feedback.
If you're interested in learning more about the incredible team you'll be joining and our shared goals as a family business, visit our pages: This is who we are, and This is what we do.
Diversity & Inclusion at Specsavers
Specsavers will consider all qualified applicants for employment without regard to race, colour, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other legally protected factor.
In line with our commitment to diversity, equity, and inclusion, we integrate these principles into all aspects of our work, from product development to team building.
