Head of Operations

PartnerWise; Chester; On-site; GBP 125,000 - 150,000; Full time

Job summary

A fast-growing entrepreneurial consumer brand in Chester is seeking a Head of Operations to lead the full customer journey. The ideal candidate will have over 7 years of experience in operations, logistics, or customer experience within a high-growth environment. This role focuses on scaling operations, enhancing delivery experiences, and building a premium customer service function. Strong leadership and an analytical mindset are essential to drive continuous improvement and operational excellence.

Qualifications

• 7+ years in operations, logistics, or customer experience in a high-growth environment.
• Strong team leadership and customer-centric mindset.
• Process builder with sharp analytical skills.
• Passion for operational excellence.

Responsibilities

• Lead the full customer journey from warehouse fulfilment to support.
• Scale operations and elevate delivery experience.
• Build a customer service function reflecting a premium brand.
• Oversee logistics, delivery partners, and seamless returns.
• Drive end-to-end CX strategy and continuous improvement.

Skills

Operations management

Customer experience strategy

Team leadership

Data analytics

Process improvement

Job description

🚀 Confidential Hire: Head of Operations, Customer Service & Customer Experience

We’re looking for a dynamic, ambitious Head of Operations to lead the full customer journey — from warehouse fulfilment to world-class customer support — for a fast-growing entrepreneurial consumer brand.

In this strategic role, you’ll scale operations, elevate the delivery experience, and build a customer service function that truly reflects a premium brand.

The business is in high growth and for the right person will lead to various growth projects and the opportunity to grow in role.

What You’ll Lead

• Warehouse & fulfilment excellence (speed, accuracy, quality)
• Logistics, delivery partners & seamless returns
• A high-performing Customer Service team across all channels
• End-to-end CX strategy, metrics, and continuous improvement
• Operational systems, data dashboards & scalable processes
• Cross-functional leadership and culture-building

What You Bring

• ✔ 7+ years in operations, logistics or CX in a high-growth environment
• ✔ Strong team leadership and customer-centric mindset
• ✔ Process builder with sharp analytical skills
• ✔ Passion for operational excellence and unforgettable experiences

What Success Looks Like

• A robust QA framework across both fulfilment & CS
• Delivery of standout CX/ops improvement projects
• Tools & processes that scale with the brand’s growth

If you’re an operations leader who loves building, improving and delivering exceptional customer experiences, this confidential opportunity could be your next big step.

👉 Message to express interest. Please email your CV.

(Full JD available on request.)