Head of Operations

Manière De Voir Ltd; Warrington; On-site; GBP 110,000 - 170,000; Full time

Job summary

Manière De Voir Ltd is seeking an experienced Head of Operations to lead and optimise global operations across the UK, Europe, USA and Middle East. You will oversee logistics, warehousing, retail operations, customer service and performance, driving standards, compliance and operational excellence.

Reporting to the Senior Leadership Team, you will shape strategic initiatives, build high-performing teams and ensure scalable operating models aligned with commercial objectives and international

Qualifications

• Proven experience in a senior operations leadership role within international retail, e-commerce or logistics.
• Experience overseeing multi-site operations, warehouses and global 3PL partnerships.
• Record of delivering complex operational projects and store launches.
• Experience managing international teams with focus on development and compliance.
• Strong knowledge of KPIs, SLAs, logistics systems and operating models.

Responsibilities

• Oversee global operational sites including warehouses and 3PL partners.
• Drive logistics efficiency, fulfilment processes and service consistency.
• Audit stock movements and monitor KPIs, SLAs and delivery promises.
• Lead strategic operational projects from planning to implementation.
• Ensure readiness for new retail openings, including systems and processes.
• Develop and manage cross-functional leadership meetings with clear accountability.
• Ensure regulatory compliance across GDPR, health and safety and regional rules.
• Lead peak trading planning and post-event performance reviews.

Skills

Senior leadership

Operations management

Global/international operations

Stakeholder management

KPIs & metrics

Logistics & warehousing

People development

Job description

We are seeking an experienced, commercially driven Head of Operations to lead and optimise our global operations across the UK, Europe, USA and Middle East. This senior leadership role will oversee logistics, warehousing, retail operations, customer service and operational people performance, ensuring consistent standards, regulatory compliance and operational excellence across all markets.

Working closely with the Senior Leadership Team, you will lead strategic business initiatives, drive operational transformation, develop high-performing teams and ensure our global operating models are efficient, scalable and aligned with commercial objectives. You will play a pivotal role in supporting international growth, delivering seamless operational execution and maintaining exceptional service standards across the business.

Key Responsibilities

Global Logistics, Warehouse and Stock Compliance

• Oversee global operational sites, including internal warehouse facilities and third-party logistics (3PL) partners.
• Work closely with Senior Warehouse Managers to ensure efficient logistics operations, effective fulfilment processes and consistent service delivery.
• Act as the key auditor for all stock moving through the business whether it internally, to store or via transfers.
• Monitor and drive performance against operational KPIs, SLAs, delivery promises and fulfilment targets.
• Ensure global logistics networks, systems and operating models support business growth, commercial requirements and customer expectations.
• Identify opportunities to improve operational efficiency, cost control, productivity and service performance.
• Support wholesale launches, ongoing management and effective wholesale compliance.

Business Operations & Strategic Projects

• Lead company-wide operational projects, strategic initiatives and business launches from initial planning through to successful implementation.
• Take ownership of operational readiness for new retail store openings, including logistics integration, systems connectivity, fulfilment processes and operational procedures.
• Work alongside the Senior Leadership Team to monitor and optimise end-to-end business operating models.
• Lead cross-functional operational meetings, ensuring clear accountability, effective communication and delivery against business priorities.
• Drive continuous improvement across departments, ensuring operational processes remain efficient, scalable and aligned with company objectives.

Global People Leadership & Operational Compliance

• Oversee people management requirements across operational departments spanning the UK, Europe, USA and Middle East, ensuring consistent leadership, performance and operational standards.
• Work closely with regional management teams and HR to monitor workforce planning, staffing requirements, employee performance and development.
• Drive a culture of accountability, high performance and continuous improvement through clear objectives, performance reviews and succession planning.
• Ensure operational departments comply with local employment legislation, company policies, health and safety standards and regional regulatory requirements.
• Support senior operational managers in developing high-performing teams, identifying talent and addressing performance or people-related challenges.
• Ensure global people strategies align with business growth, operational efficiency and long-term organisational objectives.

Retail Operations & Store Performance

• Work closely with Retail Leadership Teams to ensure in-store operations align with global business standards, policies and operational requirements.
• Monitor store operational performance, service levels and customer experience across the retail estate.
• Ensure effective integration between retail stores, logistics networks, customer service and business systems.
• Identify and implement improvements to store efficiency, operational consistency and customer service delivery.
• Support the successful execution of new store openings, operational changes and retail expansion initiatives.

Customer Service & Compliance

• Oversee global Customer Service operations across online and in-store channels, ensuring a consistent, high-quality customer experience.
• Monitor key customer service metrics, including Customer Satisfaction (CSAT), Average Time to Answer (ATTA), response times, resolution rates and service performance.
• Ensure compliance with GDPR, data subject access requests, consumer regulations and relevant international customer service requirements.
• Work closely with Customer Service and Retail Leadership Teams to maintain service standards and resolve operational challenges.
• Drive continuous improvements in customer experience, operational processes, team performance and service efficiency.

Peak Trading & Business Readiness

• Lead operational planning, preparation and execution for major commercial trading periods, including Cyber, Summer Sale and other key promotional events.
• Coordinate logistics, warehousing, retail, systems and customer service teams to ensure full operational readiness.
• Oversee capacity planning, resource allocation, operational risk management and contingency planning during high-volume trading periods.
• Monitor performance throughout peak events, ensuring delivery promises, customer service standards and commercial objectives are achieved.
• Conduct post-event performance reviews to identify improvements and strengthen future operational planning.

About You

• Proven experience in a senior operations leadership role, ideally within a fast-paced, international retail, e-commerce or logistics environment.
• Strong experience overseeing multi-site operations, internal warehouse networks and global 3PL partnerships.
• Demonstrable success delivering complex operational projects, retail launches and business-wide strategic initiatives.
• Experience managing operational teams across multiple international markets, with a strong understanding of people development, performance management and compliance.
• Excellent knowledge of operational KPIs, SLAs, logistics systems, customer service metrics and business operating models.
• Proven ability to plan and lead operational execution during peak trading and high-volume commercial periods.
• Strong commercial awareness, analytical capabilities and the ability to identify efficiencies and operational improvements.
• Confident and influential leadership style, with the ability to work effectively across departments and with senior stakeholders.
• Strong understanding of operational governance, GDPR, health and safety and international regulatory requirements.
• Highly organised, proactive and solutions-focused, with the ability to manage competing priorities in a rapidly evolving business.

What Success Looks Like

You will ensure operational performance targets are consistently met, teams are developed and supported, new business initiatives are successfully launched and the organisation is fully prepared for continued international growth and peak trading demands.

Above all, you will create a culture of operational excellence, accountability, continuous improvement and exceptional customer experience across the global business.