Global Operations & Customer Experience Director
- Job Title: Global Operations and Customer Experience Director
- Department: Operations and Customer Service
- Reports to: Elena Lapetra, Co-Founder and Director
- Salary: Full time circa £55K basic, £13k OTE+ other benefits
SUMMARY
Are you a strategist, born organiser and calm conductor of chaos, who brings clarity, structure and humanity to a fast-growing business? Get a cuppa and read along.
This is the heartbeat role at Stronger. You are the one that ensures that every promise made is a promise kept! As Global Operations & Customer Experience Director, you’ll shape and oversee everything that happens behind the scenes, logistics, customer service, supply chain sales operations and delivery. Building the foundations that power our national and international growth.
You’ll work directly with the founders to design and implement the systems, teams and partnerships that scale Stronger across borders. You’ll combine operational excellence with emotional intelligence, ensuring that every customer experience - from quote to installation - feels unmistakably Stronger.
You will lead the constant evolution of sustainable, low-impact operations. From packaging and shipping to warehousing and materials sourcing, you’ll find creative, measurable ways to reduce our footprint while keeping performance sky-high. Planet-first thinking isn’t a side note, it’s one of your KPIs.
If you thrive in fast-growth environments, can think big but execute to the smallest of details, and believe “operational excellence” is the art of making complexity feel simple…This is your next adventure!
PS: Remote work is cool but must have the ability to travel and attend customer site / warehouse / staff meetings and tradeshows when necessary.
KEY RESPONSIBILITIES
1. Global Operations Strategy & Leadership
- Develop and deliver the global operations roadmap that scales Stronger’s logistics, customer experience and service infrastructure across regions.
- Translate company strategy into measurable OKRs and action plans that deliver excellence at every touchpoint.
- Partner with founders to expand into new markets through localised supply chains, 3PL networks and international compliance frameworks.
- Lead and mentor a high-performing team across operations, logistics, and customer service, nurturing future leaders as we grow globally.
- Foster collaboration between sales, product and finance to ensure Stronger runs like a well-oiled (and slightly cheeky) machine.
2. Supply Chain & Logistics Mastery
- Own the end-to-end flow of goods - from supplier to customer - across multiple geographies, from home to nearly all continents….because once the penguins are ready for strength training, you can add the antarctica too!
- Manage global freight partners, customs documentation, import/export compliance and warehouse performance.
- Ensure full stock visibility and traceability via real-time reporting dashboards.
- Build scalable supplier relationships that balance cost, sustainability and reliability.
- Drive operational resilience with contingency planning, capacity forecasting and process automation.
3. Customer Experience Leadership
- Lead our customer service and aftersales teams to deliver world-class, human-centred support.
- Define service SLAs, NPS, and retention KPIs that align with Stronger’s premium yet playful brand.
- Use data from our internal software packages and customer feedback to continually refine the experience journey.
- Turn customer insights into actionable improvements that strengthen loyalty and advocacy.
- Manage escalations with composure and care, turning moments of friction into opportunities for delight.
4. Sales Operations & Business Systems
- Oversee CRM and ERP systems ensuring seamless flow between sales, operations, and finance.
- Create dashboards that track pipeline conversion, order fulfilment, and profitability metrics.
- Standardise workflows and automation that remove friction between departments.
- Support global pricing, quoting and forecasting processes with accurate, real-time data.
5. Project Delivery & Installations
- Own the lifecycle of all customer projects, from sales handover to site completion.
- Coordinate installations across multiple markets, aligning internal teams, subcontractors and logistics partners.
- Ensure every site delivery is safe, efficient, on budget and on-brand through rigorous planning and documentation.
- Oversee warranty and aftercare frameworks to guarantee long-term client satisfaction and the success of that department and its budgets.
6. Operational Excellence, Sustainability & Culture
- Champion a culture of continuous improvement, accountability and curiosity.
- Maintain compliance with H&S, QA, and environmental standards — because doing things properly never goes out of style.
- Embed planet-first metrics into operations: reduced packaging waste, smarter shipping routes, lower embodied carbon and localised sourcing.
- Lead creative sustainability initiatives that prove operational efficiency and environmental care can coexist beautifully.
- Report quarterly on Stronger’s sustainability impact and lead the charge toward our long-term carbon-reduction goals. Leading the charge on our carbon accounting and its reduction.
- Drive innovation in how Stronger operates, automating where possible, improving where necessary and challenging “that’s how it’s always been done.”
- Represent operations at leadership level, contributing to strategic decisions and long-term vision.
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Others
Other adhoc duties to cover staff holiday and absence
Support the founders of the company with bookings, registrations, and other business support duties
QUALIFICATIONS & EXPERIENCE
- 7+ years in senior operations, logistics or supply-chain leadership within a high-growth, multi-region organisation.
- Proven success in scaling systems and teams internationally.
Strong analytical and commercial acumen, with a data-driven approach to problem-solving. - Experience with ERP/CRM tools (Zoho, SAP, Unleashed, or similar) desirable.
- Demonstrable passion and track record in sustainable operations and carbon footprint reduction.
- Confident in managing distributed teams and partners across time zones.
Good knowledge and experience in using Microsoft Excel, Word and/or Google Sheets and Google Docs equivalents - Bonus points for a Technical background, ideally in the fitness industry. Extra flex points :)
- The ideal candidate must show excellent of written and verbal communication skills, have Sherlock-level problem-solving skills, have strong analytic and problem solving skills to sufficiently address issues and solutions, even if the resolutions aren’t immediately obvious.
- A strong track record in a similar fast paced operations role.
- Flexibility is your middle name – organise, manage, and dazzle in the world of a remote team, scattered across the UK and beyond. The ability to work both solely and as part of a team is key especially as the team works remotely and at different locations across the UK. Suppliers are located in different countries, flexibility to work outside own time zone on occasions is a must.
THE STRONGER WAY
At Stronger, we’re not just making gyms - we’re ending boring ones.
We design, build and equip spaces that move people, both physically and emotionally.
We believe Every Body deserves a space that reflects strength, beauty and purpose… and we believe that building a stronger planet starts with how we do business every single day.
IMPORTANT NOTE:
We are great believers of diversity and inclusion. We therefore are conscious of the fact that different people read Job Descriptions in different ways depending on words etc, please note that we at Stronger celebrate the individual, it is part of our key values. So, even if you don't think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you!
JOIN US!
At Stronger, we’re not just a company; we’re a movement. We believe ‘every body’ is built to move, and we’re on a mission to create inspiring spaces that reflect this. If you’re ready to champion our vision, embrace our values, and help the world live stronger, healthier lives, we want you on our team.
Embrace the extraordinary. Apply now and let’s create something remarkable together.
WHAT IS NEXT
For more information please send us your CV to help@strongerwellness.com