Senior Service & Operations Manager

Location: Daily Mail, HSK, London Contract Type: Full-time/Permanent

About The Role

The Senior Service and Operations Manager runs the operational backbone of the Customer Success function. The role fills the most critical gap in the current structure: to own how the subscriptions engine operates day to day.

Responsibilities

90-day operational audit Within the first 90 days, conduct a structured audit of current operational systems, the Customer Service function, and the full subscriptions operational landscape. Quantify identified inefficiencies and revenue recovery opportunities, and present findings with recommendations to the Director of Customer Success.

Requirements

Subscriptions operations Own the day-to-day operational running of the Customer Success function, ensuring the subscriptions engine operates consistently and efficiently. Own billing consistency, entitlement management, payments performance, and cost management across the subscriptions operation. Identify operational inefficiencies and implement improvements on a continuous basis.

Customer Service Own the relationship with the Customer Service function, integrating CS insight into the Customer Intelligence team's analytical picture. Establish a CS feedback loop that surfaces subscriber complaint trends, cancellation reasons, and friction points to the CI team as a leading churn indicator. Own supplier performance management for CS-related partnerships.

Design team management Manage the CRM design team's workload and prioritisation within the Operations team's brief process. Ensure design requests from across the Customer Success function are sequenced and governed consistently.

. Own the

brief for the CRM platform migration, in collaboration with the Senior CRM Manager. Govern the function's relationships with third-party operational platforms and tools.

are captured and fed into the central Product and Technology brief. OKRS: FIRST 90 DAYS Meet with Customer Service leadership within the first two weeks to understand current setup and identify integration opportunities. Document the operational landscape: current systems, platforms, and process gaps, within 30 days.

Initiate the payments performance investigation with Data and Insights and Product and Technology within 30 days.

within 60 days. Present 90-day operational audit findings to Director within 90 days. OKRS: LONGER TERM (ANNUAL AND BEYOND) Annual (FY27) Payments performance programme is generating measurable monthly revenue recovery, with a defined target agreed with the Director.

The CS feedback loop is producing subscriber insight that reaches the CI team on a standing cadence and has demonstrably influenced at least one lifecycle intervention. The operational audit's priority recommendations are acted on: for each recommendation, either implemented, in progress with a defined timeline, or formally deprioritised with a rationale. The design team's workload is fully governed through the brief process, with no ad hoc requests bypassing the queue.

Multi-year (toward FY28) Payments automation is in place, reducing manual recovery effort and improving the overall payments performance rate.