Head of Operations

• £80,000 DOE
• London

This forward-thinking brand has carved out a niche in the global market, supplying major retailers, supermarkets and thousands of independents around the world. With offices in London, New York, and Shanghai, and a reputation for quality and creativity, they have won numerous awards and are recognised as a driving force in the industry.

As the company continues its rapid growth, the Head of Operations will be crucial in ensuring that all aspects of the business run seamlessly. This role involves overseeing shared services, including warehousing, logistics, customer service, IT, and health and safety, ensuring these functions are efficient, cost-effective, and aligned with the company's strategic goals.

As Head of Operations, you will be a driving force behind optimising processes, supporting business units, and delivering exceptional service to customers worldwide.

Key Responsibilities:

Warehousing

• Manage the performance of 3PL warehouses across the UK and USA, ensuring they meet service level agreements (SLAs).
• Regularly engage with 3PL partners through meetings and visits to maintain alignment with business needs.
• Analyse operational costs and performance metrics to identify opportunities for cost reduction and process improvements.
• Prepare operational performance reports for senior management and support the business in exploring new warehousing solutions as needed.

Shipping and Logistics

• Lead and mentor a team of logistics professionals, including an international report based in Shanghai.
• Manage relationships with carriers, freight forwarders, and logistics providers, negotiating contracts to optimise shipping costs.
• Develop and implement strategies for efficient delivery to Europe and explore new markets such as Australia and Japan.
• Address global shipping challenges, such as rising costs and supply chain disruptions, ensuring the smooth movement of goods from diverse sourcing regions.

Customer Service Focus

• Maintain a customer-centric approach across all operational activities, overseeing the customer service desk responsible for managing orders and deliveries to global retailers.
• Ensure efficient, single-touch delivery processes, minimising disruptions caused by stock issues or backorders.

IT Focus

• Oversee IT and Data Architecture, ensuring strategic business needs are met, including ERP systems, cloud-based support, and BI reporting.
• Maintain a working knowledge of IT systems relevant to a growing business, managing two senior IT staff.

Strategic Planning and Execution

• Develop and execute operational strategies that align with the company’s growth objectives.
• Drive continuous improvement initiatives to enhance productivity, efficiency, and profitability.

Leadership Qualities

• Lead and develop a team of functional leaders across various shared services departments, fostering a culture of excellence and accountability.
• Use data-driven approaches to monitor performance, identify bottlenecks, and implement improvements.
• Communicate effectively with executive teams to align on KPIs and strategic goals, while also leading downward communication to ensure team alignment and motivation.
• Own health and safety responsibilities at the London head office, ensuring compliance and promoting a safe working environment.

Qualifications and Experience:

• 10+ years of experience in operations, with senior-level team leadership and management experience.
• 5+ years of experience in grocery-volume retail categories.
• Creativity and a willingness to drive results and raise the bar.
• Strong analytical skills and proficiency in data-driven decision-making.
• Excellent project management, organisational, and communication skills.
• Ability to work collaboratively in a fast-paced, dynamic environment, with proven leadership abilities to inspire and develop teams.
• Tenacity, resilience, and a hands-on approach, with a preference for face-to-face interactions.
• Integrity and a commitment to continuous learning and improvement in an evolving environment.