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Job Description

Location: Shoreditch, London

Working Structure: Office based (Thursdays we work from home)

Reports to: Operations Director (interim), Head of Pharma Ops (future)

Salary: £45,000-£55,000

Who are we?

Since cannabis was legalised for medical use in the UK back in 2018, Cantourage UK has been as the forefront of building an ecosystem to service patients and businesses across this rapidly-growing space. In doing so, we have secured a variety of pharmaceutical licenses for import/wholesale/export activities (regulated by the Home Office and MHRA) as well as a tele-health clinic license (regulated by the CQC). Zooming out, we are part of the Cantourage Group with dreams to become the leading pan-European operator in the medical cannabis industry.

If our clinic is the heart, our pharmaceutical operations is the brain. It powers the entire engine and makes the medical cannabis industry a reality.

With a solid foundation in both clinical care and wholesale supply, Cantourage UK is very much ready to shape the future of medical cannabis within the UK.

What’s the purpose of this role?

This is a newly created role within the Pharmaceutical Operations Unit, designed to build, launch and scale our Customer Operations function from the ground up.

You will own service execution for our B2B and clinical customers; ensuring smooth and “white-glove” operational delivery across onboarding, order flows, ticketing and service performance reporting.

Working closely with the Operations Director (and the incoming Head of Pharmaceutical Operations), you will act as the connective tissue between commercial, operations, supply chain and quality teams to ensure service reliability, regulatory alignment and best-in-class customer experience.

What impact will you create?

As the Customer Operations Manager, you will establish the foundation for a function that becomes the operational heartbeat of our customer experience.

Success in this role looks like:

You will build the core foundations of our Customer Operations function - auditing current workflows, introducing a fit-for-purpose ticketing/CRM system, and establishing clear, reliable processes that remove friction across order and service flows. You will create a consistent, premium onboarding and service journey for all customer types, supported by a refreshed Customer Playbook that aligns expectations across commercial, operations and quality teams. You will introduce meaningful service dashboards and KPI reporting that give leadership visibility of performance and enable data-driven improvements across the customer lifecycle. You will help establish a scalable operating rhythm and support the future build-out of a small Customer Ops team as volumes grow, ensuring the function remains efficient and adaptable. You will become a trusted partner to commercial, quality and operational colleagues, balancing regulatory requirements with a responsive, “white-glove” customer experience.

⚙️ What will you bring to the table?

Experience & Qualifications

Bachelor’s degree in Business, Supply Chain, Life Sciences, or equivalent experience. 3+ years in Operations, Supply Chain, or B2B Client Services, ideally within pharma, healthcare or logistics. Experience working in or around highly regulated environments (GDP exposure is a strong advantage). Hands-on experience with CRM/ticketing systems - ideally implementing or optimising early-stage setups. Track record of managing services against defined SLAs and KPIs. Experience in the medical cannabis industry is a strong plus.

Key Skills & Competencies

Ability to map workflows and write SOPs with clarity and precision. Natural collaborator with commercial teams - able to distinguish between “sales promises” and operational feasibility. Strong “white-glove” communication skills: empathetic, firm when needed, always trust-building. Data-literate: able to analyse service metrics and produce clear, usable reporting. High-ownership problem solver with a bias for fixing root-cause issues.

Who will thrive in this role?

Someone who:

Builds structure where none exists - and enjoys doing it. Balances customer empathy with regulatory discipline. Thinks commercially AND operationally. Can operate autonomously while building systems, not just running them.

Someone who won’t thrive:

People who wait for instructions rather than rewriting broken processes. People who treat regulations as bureaucracy rather than foundational guardrails.

What do we offer?

36 days annual leave (which includes your birthday and public holidays)

Discretionary annual bonus

Comprehensive private medical insurance

️ ClassPass Membership (great for gyms, fitness classes, yoga, massages & more!)

Cycle-to-Work Scheme

Growth Guru Mentorship Scheme

Equal opportunity declaration:

Cantourage UK is an equal opportunity employer and is committed to providing a workplace that is free from discrimination and harassment. We celebrate and are dedicated to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to , , , , or expression, , , genetics, , , or any other protected characteristic under applicable law.

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.