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About The Great Run Company “We started the Great North Run in 1981 because we were runners – and if you’re a runner you want everybody to run.” – Brendan Foster, President & Founder. The Great Run Company is the UK’s biggest mass participation sport business, home to the Great North Run, the world’s largest half marathon. Every year we inspire over 200,000 people to take part in events in cities all over the country accompanied by world class athletes. We are also home to FilmNova, the TV production arm of the Great Run Company, producing programmes and events for clients including BBC Sport, Channel 4, UEFA, Olympic Broadcasting Services, IAAF, European Athletics and British Triathlon. The Great Run Company welcomes everyone and anyone who is inspired to get active. Our values Teamwork, Excellence, Accountability and Ambition are lived and breathed by the team at Great run. We work hard as one team to ensure every event that we deliver is the best it can be, creating an amazing experience for our participants, partners, charities, and our employees. The role The Great Run Company is looking for a commercially driven Head of Customer Operations to lead the delivery of all practical, event-related customer touchpoints across our Great Run and Adventure divisions. From customer service and fulfilment to merchandise and charity operations, this is a pivotal leadership role responsible for shaping and delivering an exceptional end-to-end race experience across some of the UK’s most iconic mass participation events including the world-famous Great North Run. About the Role As a member of the Great Run Management Team, you will provide strategic leadership while maintaining hands-on oversight of operational delivery. Acting as the vital link between Operations, Marketing and Customer teams, you’ll ensure alignment, efficiency and excellence across every stage of the customer journey. This role requires a commercially astute leader who can balance operational excellence with customer satisfaction, drive efficiencies, control costs and continuously improve processes in a fast-paced live events environment. Key Responsibilities Leadership & Strategy • Lead all practical customer touchpoints across the race journey, • Contribute to wider business strategy as part of the Management Team, • Oversee day-to-day Customer Services, including race day delivery, • Lead pre- and post-race fulfilment operations, • Manage suppliers, performance and tender processes, • Own merchandise strategy, sourcing, range selection and pricing, • Use sales data to optimise performance and drive revenue, • Oversee charity operations and partner delivery, • Ensure race day processes are efficient and meet partner expectations About You You’ll bring: • 3–5 years’ experience in a commercial or operational leadership role, • Strong commercial acumen with the ability to interpret data and drive strategic decisions, • Proven experience driving value, controlling costs and growing revenue, • Experience leading complex teams in fast-paced environments, • Strong stakeholder and supplier management skills, • Excellent project management and change management experience, • A proactive, solutions-focused mindset with the ability to influence at all levels How do I apply: If you are interested in the position, either apply via LinkedIn or send an email with your CV and a covering letter explaining what you will bring to the role to: At Great Run, we pride ourselves on fostering an inclusive and diverse work environment. We are an equal opportunity employer, committed to embracing diversity and promoting equal opportunities for all, regardless of background, disability, religion, gender identity, sexuality, or ethnicity. We welcome applications from individuals with disabilities and are dedicated to providing a supportive and accessible recruitment process. If you have a disability and meet the job criteria but require reasonable accommodations during the application or interview process, please do not hesitate to get in touch with us. We are here to ensure that every candidate has an equal opportunity to showcase their skills and potential.

We are delighted to be supporting our client with their search for an experienced Head of Customer Operations. The purpose of this role is to lead on all the practical, event related customer touch points. Customer Service, Fulfilment of pre and post-event activities, Delivery of Charity requirements and Merchandise sourcing, analysis and development. As part of the Management Team, you will be a conduit between operations, marketing and customer delivery. Key accountabilities: Customer Service • Overall responsibility for the Customer Services function on a day to day basis., • Oversight of event day Customer Services resourcing and delivery, ensuring consistency of approach and successful event day delivery., • Provide insight on best practice and to identify opportunities for efficiencies whether through resourcing or technological advances Fulfilment • Line management of the Fulfilment Manager, • Lead on the processes around sourcing of pre and post-event fulfilment, ensuring that we are appropriately choosing and managing our suppliers, • Take responsibility for ensuring that the level of pre and post-event fulfilment are appropriate and are in line with expectations based on operational levels and sales., • Liaise with operations and marketing in line with the above to appropriate plan and delivery the pre and post-event, • Take overall ownership for the tender process for the above. Merchandise • To lead on the Merchandise offering for all divisions, • To oversee the sourcing and range selection ensuring that we have the right product in the right place at the right price, • To provide analysis of the sales trends behind the merchandising decisions, • To take a lead on managing the merchandising supply relationships, in conjunction with the Commercial Director Charity • To line manage the Charity Manager who oversees the process on a day-to-day basis., • To take responsibility for the delivery of the charity requirements on event day, • To ensure that the Charity management process remains efficient, capable and fit for purpose. Key skills/ requirements: • Strong commercial awareness and analytical skills - ability to interpret data and identify key trends to support strategic decisions, • Ability to drive value, control costs and improve revenues, • Experience of managing complex teams in a challenging environment, • Excellent project management skills to ensure initiatives are aligned with business goals., • A high level of attention to detail, ensuring accuracy across all analysis and reporting, • Flexibility and adaptability to change, with the ability to integrate new ways of working quickly and effectively, • Strong self-management skills - ability to prioritise workloads and deliver within agreed timeframes, • Effective communication skills, • Strong problem-solving ability, identifying opportunities for improvement and developing practical, efficient solutions, • Experience of change management, • A high level of commercial acumen with experience of stakeholder and partner management, supplier negotiations and operational delivery under pressure