EMENA Customer Service and Operations Manager

EMENA Customer Service and Operations Manager

At Costa Coffee, we are what we craft. We’re reimagining coffee experiences in over 50 countries and counting, as a key part of the Coca-Cola System. Whether you get your coffee in a store, from a machine, at home, or on the go – we’ve got you covered.

This role leads the end-to-end operations across EMENA, overseeing 3PL performance and guiding the Order Processing and Operations Team to deliver a premium, cost-efficient service. Reporting to the Head of EMENA Supply Chain, you’ll play a key role in driving value, managing five direct reports, and collaborating closely with teams and partners across the supply chain.

Our teams make a difference. Whether that’s working on new tech for the perfect pour, helping our teams grow, creating award-winning campaigns, crunching the numbers, or developing the latest exciting menu item; together, we stir up success.

We may be a global brand, but we haven’t forgotten our roots. That’s where the Costa Foundation and our fantastic community agenda come in. Whatever your role, you can help us change lives in coffee growing communities, and help your local community too.

We also want to help you grow in your career through amazing experiences, our apprenticeship scheme, and development programmes. At Costa, you can go beyond the day-to-day.

And as a Customer Service and Operations Manager, there’s never been a better time to join.

So, why Costa?

We didn’t become a global coffee brand by sitting back. When you work here, you join a community that values passion, progression and integrity, with some pretty brilliant perks to sweeten the deal:

• Own a piece of Costa’s success by becoming a share owner in Coca-Cola with our Share Investment Plan (SIP)
• Annual discretionary bonus scheme, based on business results and individual contribution
• A smart pension that saves you money on tax and national insurance, and matches your contributions up to 10%
• The Costa Financial Support Fund, supporting team members who find themselves in unexpected financial pressure
• 50% discount in all Costa-owned stores, and 25% off in other participating stores
• Private medical cover thanks to our Private Healthcare scheme

We’re passionate about being a great place to work, where you can bring your unique self into our mix. We firmly support diversity, equity and inclusion, and continue to work with our teams to shape the future of our culture and values: Disciplined to Deliver, Passion for Progress, Win with Warmth, Courage to Challenge and Trusted Team Players.

What you’ll do

This role is about so much more than bringing our coffee to the world. It’s your chance to stir up real success – which means you’ll be:

• Delivering brilliant basics, every day – Leading the end-to-end order fulfilment process across our EMENA supply chain, ensuring our Franchise Partners receive premium service, on time and in full.
• Keeping things moving smoothly – Managing 3PL relationships, warehousing activities and customs compliance to ensure products flow seamlessly across borders and meet our high-quality standards.
• Leading and inspiring – Coaching and developing a high-performing team across order processing and operations, helping them grow while keeping a sharp focus on excellence and efficiency.
• Connecting the dots – Be the go-to person for internal teams and external partners, making sure everyone’s aligned and any challenges are tackled with clarity and care.
• Driving smart decisions – Using data and KPIs to track performance, optimise our logistics network and support future growth, always balancing cost, quality and service.

Who you are

It’s your unique ingredients we’re interested in:

• A supply chain expert – You’ll have proven experience in logistics, operations or 3PL management, ideally in a fast-paced, international environment.
• A people-first mindset – A proven leader who’s passionate about developing others, giving feedback, and creating a culture of accountability and support.
• Tech-savvy and data-driven – Comfortable with Excel and supply chain systems, you can turn complex information into clear actions and smart strategies.
• A confident communicator – Whether it’s with a Franchise Partner or a 3PL provider, you’ll build strong relationships and keep conversations clear, constructive and solution-focused.
• Commercially sharp – You understand how to manage cost and service KPIs, and you’re not afraid to challenge the status quo to deliver smarter, more efficient outcomes.

Location: This role can be based in the UK (hybrid working in Central London) or in our support centre office in Poland.

Reimagining coffee experiences to make a difference

We’ve been changing the coffee game since day one. Founded by two pioneering brothers back in 1971, that innovative spirit (and love for great coffee) lives on in our cups, communities and Costaristas all over the world. And there’s never been a better time to join us.

“ There is a real sense of pride and passion in the brand, and it struck me as the kind of place where people loved what they did.”

“ Sheila SantibanezSenior Global Retail Manager – Governance and Operational Excellence

EMENA Customer Service and Operations Manager

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