Head of Ecommerce Operations

Ram Rugby; Woking; Hybrid; GBP 60,000 - 70,000; Full time

Job summary

RAM Rugby, a growing sports equipment business, seeks a Head of Ecommerce Operations in Woking to join the SMB senior team. You’ll own demand forecasting, purchasing and the end-to-end supply chain from overseas factories to UK fulfilment.

You’ll optimise inventory, 3PL relationships and fulfilment costs, and build data-driven reporting and AI-enabled improvements, with a focus on customer experience and faster, cheaper operations.

Qualifications

• You’ll have strong hands-on experience in a physical-product ecommerce or multi-channel business.
• Experience with end-to-end operational processes from forecasting to delivery.
• Ability to build data-driven improvements and automate where possible.

Responsibilities

• Own inventory forecasting and replenishment, balancing availability, demand, supplier lead times and working capital.
• Manage the international supply chain from overseas factories through freight into UK fulfilment.
• Own relationships with 3PL, freight and logistics partners; establish KPIs and cost controls.
• Lead Customer Service reporting to improve response times, complaints, refunds and customer satisfaction.
• Continuously examine how we work and drive automation, AI and system improvements.

Job description

£60,000 + Bonus | Woking | Hybrid | Full Time

Help us build the operational engine for a £10m ecommerce business

A.L.O.B. Ltd is an established £5m sports equipment and games business, operating RAM Rugby, RAM Cricket and Uber Games.

We have a team of 12 and an ambition to grow towards £10m turnover over the next 3–4 years.

To achieve that, we need our Operations to become more efficient, data-driven and scalable.

We're therefore looking for a Head of Ecommerce Operations to join our Senior Management Team and take genuine ownership of how the operational side of our business performs.

This isn't a role for someone who simply keeps Operations running.

We want someone who makes Operations better.

You’ll own the journey from demand forecasting and purchasing through international supply chain, freight, inventory, 3PL and fulfilment to Customer Service and returns.

And you’ll have the freedom to change it.

The Challenge

As we grow, we want to:

• Improve inventory forecasting and availability.
• Reduce excess and slow-moving stock.
• Use working capital more efficiently.
• Reduce freight and fulfilment costs.
• Improve 3PL performance.
• Improve Customer Service.
• Eliminate unnecessary manual processes.
• Create better operational data and reporting.
• Make much greater use of AI, automation and technology.

We’re looking for someone who enjoys finding these opportunities and, crucially, implementing the solution.

AI, Automation & Better Systems

We believe the next few years will fundamentally change how efficiently smaller businesses can operate.

We want someone who is excited by that.

You don’t need to be an AI engineer.

You do need to be curious about how AI, automation, integrations and better systems can remove repetitive work, improve forecasting and analysis, improve Customer Service and give management better information.

If your instinct when confronted with a manual spreadsheet, repetitive administrative task or disconnected system is “there must be a better way of doing this”, you’ll probably enjoy this role.

What You’ll Own

Inventory & Supply Chain

You’ll own inventory forecasting and replenishment, balancing availability, demand, supplier lead times and working capital.

You’ll manage the international supply chain from overseas factories through freight and into UK fulfilment.

You’ll improve stock efficiency, availability, purchasing decisions and landed costs.

3PL & Fulfilment

You’ll own our relationships with 3PL, freight and logistics partners.

You’ll establish meaningful KPIs around fulfilment accuracy, OTIF, delivery performance, returns and cost per order and hold partners accountable for performance.

You’ll identify opportunities to improve costs, processes and service.

Customer Experience

You’ll provide leadership to Customer Service and establish clear reporting around response times, complaints, refunds, returns and customer satisfaction.

But we don’t simply want customer problems resolved.

We want their root causes eliminated.

Operational Improvement

You’ll continually examine how we work and ask where processes can be simplified, automated or improved.

You’ll use data to identify opportunities and lead projects through to completion.

That might mean improving demand forecasting, automating a manual workflow, renegotiating a freight contract, implementing new software, changing a 3PL process or using AI to transform how Customer Service operates.

Who We’re Looking For

You’ll have strong hands‑on experience in a physical-product ecommerce or multi‑channel business, ideally an entrepreneurial SME or scale‑up.

You’ll understand the complete operational chain:

forecast → purchase → supplier → freight → stock → 3PL → order → fulfilment → delivery → return → customer.

You’ll have meaningful experience across most of:

• Inventory and demand planning.
• Purchasing and supply chain.
• Overseas suppliers.
• International freight.
• 3PL/warehousing/fulfilment.
• Ecommerce operations.
• Customer Service.
• Operational systems and data.
• Process improvement.

Most importantly, you’ll be able to demonstrate where you’ve actually improved things — reduced costs, improved stock availability, released working capital, changed a 3PL, implemented systems, automated processes or improved customer performance.

Experience with Shopify, Amazon, marketplaces, WMS/ERP/inventory systems, AI or automation tools would be particularly valuable.

Why Join Us?

This is an opportunity to have genuine influence in an established entrepreneurial business.

You’ll report directly to the Managing Director, sit on the Senior Management Team and have significant autonomy to change how the business operates.

We’re small enough that your improvements will be visible.

We’re established enough to invest in making them happen.

And we’re ambitious enough that the systems and processes you build will help determine whether we successfully grow from £5m to £10m.

If you’re an ecommerce operator who gets satisfaction from making businesses simpler, faster, better and more profitable, we’d like to hear from you.