Customer Operations Systems & Insights Manager (Maternity Cover)

 

Client Operations, B2B SaaS

Location: London #LI-Hybrid

 

About the Role

The Customer Operations Systems & Insights Manager is a highly hands-on role responsible for executing against the operational backbone of the Customer Operations organisation. This role drives efficiency, clarity, and scale across systems, reporting, and process, ensuring the team operates with precision while embedding AI-driven insights into day-to-day workflows.

You’ll be the operational doer and connector by translating strategy into action through systems thinking, automation, and data-driven decision-making.

 

Key Responsibilities

• Systems Ownership: Maintain and optimise the tools underpinning Customer Operations (e.g. Salesforce, Notion, Jira, data dashboards) to ensure information flows seamlessly across teams.
• Reporting & Insights: Build and refine reporting frameworks for capacity, delivery performance, adoption, and value realisation. Enable leadership to make fast, data-led decisions.
• Operational Efficiency: Identify process gaps and implement scalable solutions that reduce manual effort and increase consistency across Delivery, Success, and Support.
• AI & Automation Enablement: Pilot and deploy AI tools that streamline workflows (e.g. task automation, summarisation, forecasting). Act as the internal champion for operational AI adoption.
• Cross-Functional Execution: Partner with Finance, Product, and Sales Ops to align systems, reporting, and process standards across the customer lifecycle.
• Operational Governance: Ensure documentation, workflows, and playbooks are up to date and accessible in Notion and other internal systems.
  
  

You’ll Succeed If You

• Thrive in structured chaos - comfortable translating strategy into tangible systems and repeatable processes.
• Have a bias for execution - you get things done quickly and iterate fast.
• Understand SaaS business rhythms and the importance of data in customer operations.
• Have strong technical proficiency across tools like Salesforce, Notion, and workflow automation platforms.
• Are curious about AI and eager to experiment with how it can drive efficiency and insight.

 

Our values:

Finally, culture is important to us, so we also look for candidates who share our values:

Stay ahead, stay agile

• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.

Execute with focus

• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.

Work together, win together

• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals. 
• By aligning across teams and with customers, we unlock greater impact.

 

Why Join Sedna? 

• Be part of a dynamic team driving innovation in the maritime industry
• Join a culture of innovation and openness where your ideas can make a real impact
• Work with technology that's transforming the maritime industry 
• Contribute to solutions that drive both profitability and sustainability in shipping 

Sedna is committed to maintaining a progressive, innovative workplace where every team member can thrive. We value diversity, sustainability, and continuous learning as we work together to shape the future of maritime technology.