We're Hiring: Customer Operations Executive

Own the end-to-end delivery of physical products for some of the UK's best hospitality brands

📍  Location: Hybrid – Sheffield office (4 days in the office)

⏱   Hours: 37.5 hours a week

💰  Salary: £26,228

Are you the kind of person who gets genuine satisfaction from making sure every detail is right - and that everything arrives exactly where it should, exactly when it should?

As a Customer Operations Executive (Print & Fulfilment) at Airship/Toggle, you'll own the end-to-end delivery of our physical products - from creative handoff to client doorstep. You'll be the specialist point of contact for our hospitality clients, keeping orders, stock levels, and timelines on track. We're on a significant growth mission, so we need someone who is agile and ready to evolve with us.

You don't need to be a print and fulfillment expert yet - but you do need to be a logistics thinker who takes pride in the details, is comfortable managing timelines and chasing stakeholders, and ensures no task falls through the cracks. You should be tech-curious and willing to embrace AI tools to help us work smarter and faster.

About Airship/Toggle

Airship/Toggle is a leading hospitality SaaS company on a mission to help our customers deliver exceptional guest experiences. Our platforms simplify operations, enhance communication, and unlock revenue growth for hospitality businesses across the UK.

We pride ourselves on a culture of collaboration, innovation, and thoughtful excellence - where every team member takes ownership, makes an impact, and contributes to the success of our customers.

We're also an AI-first team. We believe the best people are the ones who embrace new tools and actively look for smarter, faster ways to do great work - and we invest in making that possible.

What you'll do

Operational Coordination & Administration

• Project Tracking: Manage the day-to-day movement of projects within Trello, ensuring all tasks have the necessary details to keep moving forward.
• Order Management: Take charge of placing orders for venue stock top-ups and coordinating bulk orders for client events or giveaways - making sure the right products get to the right places at the right time.
• Team Support: Be the go-to specialist for the wider Customer Success team on all print queries and fulfilment issues.
• Design Support: Act as the main point of contact for our designer on smaller tasks, putting together clear briefs and making sure they have everything they need without delays.
• Seasonal & Ad-hoc Projects: Support the department through peak periods like Christmas, tracking key deadlines and helping draft copy and assets for marketing emails.

Logistics & Fulfilment

• Partner Liaison: Be the first point of contact for our print and fulfilment partners, troubleshooting issues as they arise.
• Pricing Support: Assist with supplier cost reviews and keep master postage and pricing spreadsheets accurate and up to date.

Billing & Reporting

• Accurate Project Billing: Take personal ownership of the financial data for your projects - quotes, details, and billing information recorded accurately from start to finish.
• Monthly Chases: Coordinate department-wide billing data chases ahead of monthly cycles so invoices can be raised with ease.
• KPI Management: Track your own KPIs, contribute to wider department metrics, and help pull weekly sales data to identify where we're winning and where we need a push.
• Inventory Control: Lead weekly stock level reporting, keeping a close eye on inventory and proactively updating clients so they're never at risk of running out.

Communication & Relationship Management

• Partner & Client Liaison: Build great relationships with print partners and guide clients through their print needs directly.
• Quality Assurance: Be the final set of eyes on project details - catching errors before they become costly print mistakes.
• Stakeholder Support: Provide the wider business and support teams with accurate information for guides and workflows.
• Engagement & Travel: Willing to travel for in-person meetings, industry events, and site visits to keep partnerships strong.

Growth & Performance

• Driving Sales: Help hit department targets by spotting new business opportunities and reaching out to clients with soft sales tips and marketing emails.
• Account Tracking: Monitor account performance and check in with those who could be doing better to help them grow.

AI-First Ways of Working

• Actively seek out and apply AI tools - particularly Claude - to improve efficiency across your day-to-day tasks.
• Look for opportunities to automate repetitive admin, draft communications faster, and surface insights more quickly.
• Help shape how we use AI as a team, sharing what's working and contributing to a culture of continuous improvement.

About you

• Logistically minded - you have a natural affinity for systems, spreadsheets, and how things get from A to B.
• Obsessively detail-oriented - you're the person who spots a missing digit in a spreadsheet or a typo on a print proof from a mile away.
• A clear communicator with excellent spelling and grammar, comfortable talking to clients and internal teams by phone or email.
• A genuine problem solver - you don't just flag issues, you investigate and fix them.
• Adaptable and comfortable juggling multiple priorities and deadlines in a fast-paced environment.
• Tech-savvy and highly proficient in Excel/Google Sheets, with experience using project management tools like Trello.
• AI-curious and proactive: you don't wait to be shown how to use new tools - you explore, experiment, and find ways to work smarter.

Our Values

• Positive Impact: Bring energy, optimism, and a solution-focused mindset. Approach interactions with the intent to leave people and situations better than you found them.
• Own it, Together: Take initiative, show accountability, and share responsibility for collective success.
• Thoughtful Excellence: Act with integrity, speed, and attention to detail, considering the bigger picture and real-world impact.

Our benefits

• 33 Days Holiday (incl. bank holidays) - increases with length of service
• An extra day off for your birthday
• Buy and sell holidays
• Flexible hybrid working
• Vitality Health Insurance
• Company pension scheme
• Cycle to work scheme
• Electric car scheme - salary sacrifice 
• 2 paid volunteering days
• Access to counselling and advice via our EAP
• Free fruit, cereal, yoghurts and refreshments in the office

Ready to apply?

If you're ready to take ownership of a role where the details really matter, make a tangible impact for our clients, and bring an AI-first mindset to everything you do - we'd love to hear from you!

Please email your CV and Covering Letter to: frances.beckley@airship.co.uk

We are committed to creating a diverse and inclusive environment and welcome applications from all backgrounds. The successful candidate will need to have the right to work in the UK. Please note that we are unable to provide sponsorship for this role.

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