Glasgow Operations Leader: Lab, Stock & Service

Forward Role Recruitment; Glasgow; On-site; GBP 70,000 - 95,000; Full time

Job summary

Forward Role Recruitment represents a premium retailer seeking an operational leader in Glasgow to unite Lab, Stock Room and Customer Service. You will own the full order journey and report to the CEO, embedding clear performance measures across teams.

You will build a KPI-driven culture, plan capacity, drive improvements, and help design an outbound telesales capability within Customer Service, ensuring consistent service and efficiency.

Qualifications

• Hands-on operational management in high-volume ecommerce/retail.
• Proven track record in implementing KPIs to lift productivity and service.
• Experience planning workforce and capacity for promotions and peaks.
• Strong knowledge of stock control, fulfilment and process improvement.
• Capability to coach managers and create a high-performing culture.

Responsibilities

• Lead the Glasgow site and three teams: Lab, Stock Room and Customer Service.
• Embed performance measures and KPIs across all three functions.
• Own the end-to-end order journey from goods-in to customer service.
• Plan workforce and capacity across Operations to match forecasts.
• Partner with Finance and People on budgets, cost control and recruitment.
• Build an outbound telesales capability within Customer Service.

Skills

Operational leadership

KPI implementation

Workforce planning

Stock control

Customer service

Cross-functional collaboration

Job description

Forward Role Recruitment represents a premium retailer seeking an operational leader in Glasgow to unite Lab, Stock Room and Customer Service. You will own the full order journey and report to the CEO, embedding clear performance measures across teams.

You will build a KPI-driven culture, plan capacity, drive improvements, and help design an outbound telesales capability within Customer Service, ensuring consistent service and efficiency.