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Job description
We are looking to hire an experienced Head of Operations – Gold Accounts Programme (GAP) which is a service focused role in the furniture industry, providing service excellence to Gold Account Programme clients. Are you an experienced leader from the interior design, workplace, or commercial furniture industry with a proven track record of delivering complex international projects for FTSE 500 clients? Do you excel in fast-paced environments, demonstrate exceptional communication and commercial acumen, and take pride in implementing robust processes that enhance client experience? If so, this role could be the perfect opportunity for you.
Tsunami Axis is one of Europe’s largest furniture dealer consultants, specialising in delivering large-scale office furnishing projects helping to create spaces that transform the way people work. With our five UK and five EU locations we service our customers globally. Our service to our clients and their professional teams is built upon specialist knowledge and deep product expertise, giving choice, diversity and sustainable solutions. With a broad customer base made up of global corporations within the private sector, as well as local and central Government clients, our track record is second to none.
The Head of Operations – GAP will oversee successful planning and implementation of resource, support operations, installations, and logistics teams. In addition, you will assist with client and internal reporting relating to the performance of our Gold Accounts Programme across the UK, mainland Europe, and selected international territories. You will ensure a consistent, high-quality experience—supporting both project delivery and long-term strategic account success. This is a highly visible role based from our London office, with a requirement for international travel.
You must have experience in project, programme, or account management within the interiors, workplace, or related industry and demonstrated experience working with FTSE 500 or major multinational clients with global or pan-European delivery exposure.
Key ResponsibilitiesClient & Programme Management – GAP teamAct as the central pivot point for the GAP Director and wider team, as well as the client from a project delivery and day two service perspective to ensure a unified and seamless client journey.Ensure the consistent implementation of processes and procedures across all operating regions to ensure quality, efficiency, and alignment (service excellence) with the wider TA strategy.Implement a proactive continuous improvement service approach, identifying opportunities for enhancing client service where possible.Ability to attend and lead/support the GAP Director with client meetings, project calls, and site visits where required, providing clear and consistent communication throughout.Oversight and strategic vision of multi-site, multi-country project delivery. Coordinating design, logistics, installation, and on-site supervision to ensure deadlines, budgets, and quality standards are met.Work closely with the GAP Director to align operational delivery with sales and individual account objectives.Working with the GAP Director, influence and shape the ongoing evolution of the Gold Account Programme, ensuring best practice, innovation, and commercial growth.Represent the programme at a senior level, acting as a trusted adviser and champion for quality, consistency, and client excellence.
Operational FocusManagement of the GAP project managers ensuring the completion of detailed project plans that encompass supply chain management, shipping schedules, site access, manpower requirements, and risk mitigation.Oversight of operational delivery, including installations, international logistics and shipping for project, storage, and warehousing for assigned Gold Account projects.Management of the GAP Sales Support team and have oversight of pricing schedules and proposals. Have a particular focus on costing accuracy and on time completion of SSP work within the team.Working with The Torrington Group’s (TTG) compliance manager, ensure subcontractors and suppliers meet compliance, quality, insurance, and contractual obligations via the approved compliance portal.Manage the workload allocation across the GAP team, ensuring all SLA requirements are met or exceeded.Conduct post-project reviews (“lessons learned”) and embed continuous improvement into programme delivery.
Commercial & Financial ManagementEnsure that full commercial oversight of subcontractor budgets, with a focus on identifying risks to program and costs.Accountable for project costs, variations, risks, and financial performance throughout the project lifecycle.Produce monthly and quarterly reporting on KPIs including team performance, subcontractor spend, supply chain performance, and financial outcomes.Drive margin improvement and profitability through effective commercial management and operational efficiency.
Required Skills and ExperienceMinimum 5 years’ experience in project, programme, or account management within the interiors, workplace, or related industry.Demonstrated experience working with FTSE 500 or major multinational clients with global or pan-European delivery exposure.Strong commercial and financial management skills with the ability to protect margin and drive profitability.Thorough understanding of project delivery operations, including logistics, installation, site management, and supply chain.Excellent organisational, planning, and time-management skills with the ability to manage multiple priorities.Exceptional communication, negotiation, and stakeholder-management abilities.Experience leading cross-functional, geographically dispersed teams.Competence in project management and CRM systems (Salesforce experience desirable).High levels of integrity, professionalism, and commitment to delivering outstanding client service.Willingness to undertake travel across the UK and Europe and occasionally Global.
Personal AttributesClient-focused with a proactive, solutions-oriented mindset.Detail-driven while maintaining a strong grasp of commercial impacts and strategic objectives.Confident leader able to inspire, influence, and support diverse teams.Resilient, adaptable, and comfortable working within fast-moving and complex environments.
What We OfferThe opportunity to work with high-profile global clients at the forefront of workplace design and delivery.A senior role offering real influence over programme performance, client satisfaction, and commercial outcomes.Competitive salary and benefits package including bonus, alongside opportunities for professional and international development.
Tsunami Axis is one of Europe’s largest furniture dealer consultants, specialising in delivering large-scale office furnishing projects helping to create spaces that transform the way people work. With our five UK and five EU locations we service our customers globally. Our service to our clients and their professional teams is built upon specialist knowledge and deep product expertise, giving choice, diversity and sustainable solutions. With a broad customer base made up of global corporations within the private sector, as well as local and central Government clients, our track record is second to none.
The Head of Operations – GAP will oversee successful planning and implementation of resource, support operations, installations, and logistics teams. In addition, you will assist with client and internal reporting relating to the performance of our Gold Accounts Programme across the UK, mainland Europe, and selected international territories. You will ensure a consistent, high-quality experience—supporting both project delivery and long-term strategic account success. This is a highly visible role based from our London office, with a requirement for international travel.
You must have experience in project, programme, or account management within the interiors, workplace, or related industry and demonstrated experience working with FTSE 500 or major multinational clients with global or pan-European delivery exposure.
Key ResponsibilitiesClient & Programme Management – GAP teamAct as the central pivot point for the GAP Director and wider team, as well as the client from a project delivery and day two service perspective to ensure a unified and seamless client journey.Ensure the consistent implementation of processes and procedures across all operating regions to ensure quality, efficiency, and alignment (service excellence) with the wider TA strategy.Implement a proactive continuous improvement service approach, identifying opportunities for enhancing client service where possible.Ability to attend and lead/support the GAP Director with client meetings, project calls, and site visits where required, providing clear and consistent communication throughout.Oversight and strategic vision of multi-site, multi-country project delivery. Coordinating design, logistics, installation, and on-site supervision to ensure deadlines, budgets, and quality standards are met.Work closely with the GAP Director to align operational delivery with sales and individual account objectives.Working with the GAP Director, influence and shape the ongoing evolution of the Gold Account Programme, ensuring best practice, innovation, and commercial growth.Represent the programme at a senior level, acting as a trusted adviser and champion for quality, consistency, and client excellence.
Operational FocusManagement of the GAP project managers ensuring the completion of detailed project plans that encompass supply chain management, shipping schedules, site access, manpower requirements, and risk mitigation.Oversight of operational delivery, including installations, international logistics and shipping for project, storage, and warehousing for assigned Gold Account projects.Management of the GAP Sales Support team and have oversight of pricing schedules and proposals. Have a particular focus on costing accuracy and on time completion of SSP work within the team.Working with The Torrington Group’s (TTG) compliance manager, ensure subcontractors and suppliers meet compliance, quality, insurance, and contractual obligations via the approved compliance portal.Manage the workload allocation across the GAP team, ensuring all SLA requirements are met or exceeded.Conduct post-project reviews (“lessons learned”) and embed continuous improvement into programme delivery.
Commercial & Financial ManagementEnsure that full commercial oversight of subcontractor budgets, with a focus on identifying risks to program and costs.Accountable for project costs, variations, risks, and financial performance throughout the project lifecycle.Produce monthly and quarterly reporting on KPIs including team performance, subcontractor spend, supply chain performance, and financial outcomes.Drive margin improvement and profitability through effective commercial management and operational efficiency.
Required Skills and ExperienceMinimum 5 years’ experience in project, programme, or account management within the interiors, workplace, or related industry.Demonstrated experience working with FTSE 500 or major multinational clients with global or pan-European delivery exposure.Strong commercial and financial management skills with the ability to protect margin and drive profitability.Thorough understanding of project delivery operations, including logistics, installation, site management, and supply chain.Excellent organisational, planning, and time-management skills with the ability to manage multiple priorities.Exceptional communication, negotiation, and stakeholder-management abilities.Experience leading cross-functional, geographically dispersed teams.Competence in project management and CRM systems (Salesforce experience desirable).High levels of integrity, professionalism, and commitment to delivering outstanding client service.Willingness to undertake travel across the UK and Europe and occasionally Global.
Personal AttributesClient-focused with a proactive, solutions-oriented mindset.Detail-driven while maintaining a strong grasp of commercial impacts and strategic objectives.Confident leader able to inspire, influence, and support diverse teams.Resilient, adaptable, and comfortable working within fast-moving and complex environments.
What We OfferThe opportunity to work with high-profile global clients at the forefront of workplace design and delivery.A senior role offering real influence over programme performance, client satisfaction, and commercial outcomes.Competitive salary and benefits package including bonus, alongside opportunities for professional and international development.