Metro is a leading provider of global freight forwarding, supply chain management and logistics services. Our European Roadfreight division has experienced significant growth and continues to invest in both people and infrastructure to support future expansion.
We are seeking an experienced and commercially minded Operations Manager to establish and lead our Roadfreight Operations function in Felixstowe. This is a key leadership role and represents the first dedicated Roadfreight operational hire in the region.
Working closely with our existing sales presence, the successful candidate will be responsible for building and developing a high-performing operations team, delivering exceptional customer service and creating a scalable platform for continued growth. Whilst initially managing customer accounts and operational activity themselves, the role is expected to evolve into a leadership position as volumes increase and the team expands.
Key Responsibilities
Operational Leadership
- Establish and manage the day-to-day Roadfreight operation in Felixstowe.
- Ensure all shipments are executed efficiently, accurately and profitably.
- Drive operational excellence and consistency in line with company procedures and KPIs.
- Act as the senior escalation point for operational issues, service failures and customer concerns.
- Develop and implement processes that support future growth and scalability.
Team Development
- Recruit, train and develop future operational team members.
- Create a positive, accountable and performance-driven culture.
- Conduct regular coaching, performance reviews and development planning.
- Ensure adequate resource planning and workload allocation.
Customer Management
- Build strong relationships with key customers and become a trusted operational contact.
- Support customer retention through excellent service delivery.
- Proactively identify opportunities for account growth and service enhancement.
- Attend customer meetings where required.
Commercial Focus
- Maintain a strong understanding of job profitability and gross margin.
- Work closely with the Commercial Team to support new business implementation and ongoing customer development.
- Assist with customer quotations and operational solutions where required.
- Identify opportunities to improve efficiency, maximise revenue and protect margins.
Supplier Management
- Develop and maintain strong relationships with carriers, groupage partners and suppliers.
- Monitor supplier performance against agreed service levels.
- Support procurement initiatives and supplier reviews.
Compliance & Process
- Ensure all activities comply with company policies, customs regulations and legal requirements.
- Maintain high standards of operational documentation and record keeping.
- Support quality, health & safety, and insurance compliance requirements.
- Promote a culture of continuous improvement and process adherence.
Experience & Skills Required
Essential
- Minimum 5 years' experience within European Roadfreight operations.
- Strong understanding of LTL, groupage, part-load and full-load movements.
- Proven experience managing customer relationships.
- Strong leadership and people-management capability.
- Commercial awareness with an understanding of profitability and cost control.
- Excellent communication and organisational skills.
- Ability to work independently and make decisions in a fast-paced environment.
Desirable
- Experience establishing or expanding a freight forwarding operation.
- Customs and post-Brexit operational knowledge.
- Experience using CargoWise or similar freight management systems.
- Existing knowledge of the European Roadfreight market.
Personal Attributes
- Leadership presence and credibility.
- Entrepreneurial mindset with a desire to build and grow a team.
- Customer-focused and commercially aware.
- Strong problem-solving capability.
- Positive, resilient and adaptable.
- Results-driven with high levels of accountability.
Success Measures
The successful candidate will be measured on:
- Customer retention and service performance.
- Gross profit and operational efficiency.
- Growth of the Felixstowe operation.
- Staff engagement and team development.
- Process compliance and quality standards.
- Successful onboarding and development of new customers.
Why Join Metro?
- Opportunity to build and shape a new operation.
- Significant scope for career progression.
- Join one of the UK's fastest growing Roadfreight teams.
- Work within a supportive and entrepreneurial environment.
- Play a key role in Metro's long-term Roadfreight growth strategy.
This role offers a rare opportunity to build something from the ground up and become the driving force behind Metro's Roadfreight operational presence in Felixstowe.