George Burr

Head of Operations & Customer Services @Ego Official

Manchester, GB

As Head of Operations & Customer Service, I lead the end-to-end operational and customer experience strategy across warehouse management, courier and returns logistics, and customer service functions.I am responsible for ensuring seamless operational efficiency while delivering a high-quality, customer-centric experience at every touchpoint. This includes overseeing inventory flow, optimising warehouse processes, managing courier partnerships, and driving continuous improvement across returns logistics.On the customer side, I lead service strategy, team performance, and experience design to ensure responsive, effective, and brand-aligned support. I use data and insights to identify opportunities, improve processes, and enhance customer satisfaction.Key areas of focus:• Operational efficiency and scalability across warehouse and logistics• Courier performance, cost optimisation, and delivery experience• Returns strategy and reverse logistics improvements• Customer service excellence, SLAs, and team leadership• Process improvement and cross-functional collaboration• Data-driven decision making and continuous improvementMy role bridges operations and customer experience, ensuring that business performance and customer satisfaction grow together.