Customer Operations Director – Huws Gray Group (North & Wales)
Lead the Experience. Drive Performance. Shape How We Serve Our Customers.
Be Part of Something Bigger at Huws Gray
Whether you're in the trade or simply enjoy a good home improvement project, chances are you’ll know who we are. We’re the Huws Gray Group – home to a family of trusted brands including Huws Gray, Hirebase, Civils & Lintels, The Timber Group, PDM, NDI and Anglia Tool Centre.
Across our nationwide branch network, we support local communities with everything they need to build, improve and create and behind that is a huge focus on delivering outstanding customer experience. That’s where you come in.
The Opportunity
We’re looking for a Customer Operations Director to take a pivotal leadership role in shaping how we work with our customers across HGSCS.
This role is to cover the North & Wales, where you’ll have ownership of customer operations performance, service delivery and retention. You’ll lead a team of Customer Operations Managers and Customer Relationship Managers, driving consistency, operational excellence and long‑term partnerships.
This role puts you at the heart of the business, working closely with Branch Teams, Area Directors, Commercial and Senior Leadership to ensure we’re delivering on our promises every time.
What You’ll Be Doing
As our Customer Operations Director, you’ll take the lead on:
- Setting the strategy for customer operations, developing service commitments, KPIs and performance measures that deliver real results
- Leading and developing Customer Operations Managers and Customer Relationship Managers, ensuring they’re supported, motivated and high‑performing
- Driving customer experience and retention, creating feedback mechanisms, surveys and action plans to strengthen long‑term contracts
- Overseeing customer performance and reporting, using data, KPIs and operational insight to identify trends, risks and opportunities
- Owning service delivery against contracts, including quarterly and annual customer reviews and strategic meetings
- Managing standalone branch performance, ensuring compliance across stock availability, aged stock and health & safety standards
- Ensuring stock availability and compliance, maintaining a minimum of 98.5% availability across all HGSCS customers
- Leading operational action plans and recovery plans where required, including CDN‑related activity
- Collaborating across the business, working closely with Commercial on product and range change, Finance on invoice query resolution, and Operations on service execution
- Championing effective use of Monday.com, ensuring CRM and COM teams use the platform effectively and understand its wider commercial and operational value
In short, you’ll be the driving force behind consistent, high‑quality customer operations across the business.
What You’ll Bring
We’re looking for a confident, commercially aware leader who’s passionate about customer experience and operational delivery. You’ll succeed in this role if you:
- Are highly customer‑focused, with a track record of retaining and growing key accounts
- Bring strong operational leadership experience, ideally in a multi‑site or national environment
- Have the ability to build credible relationships at senior level, both internally and externally
- Are commercially aware and comfortable working across contracts, KPIs and performance measures
- Thrive in a collaborative environment and enjoy working as part of a wider leadership team
- Use insight and data to drive smart decisions and continuous improvement
What’s in it for You
We believe great leadership should be recognised and supported. In return, you can expect:
- A senior leadership role with real influence across a national business
- Competitive salary and company bonus scheme
- Company pension and life assurance
- 23 days holiday plus bank holidays
- Colleague discount across our group brands
- Access to training, development and leadership support
- A chance to shape how one of the UK’s leading builders’ merchants delivers for its customers
At Huws Gray, we’re proud to be an equal opportunities employer. We’re committed to building a respectful, inclusive workplace where everyone can thrive. If you need any adjustments to support you through the recruitment process, please let us know.
