Head of Operations - ECommerce

MaxAd Recruitment Ltd; Chester; On-site; GBP 55,000 - 65,000; Full time

Job summary

A leading recruitment firm is seeking a Head of Operations to oversee and enhance the operational mechanisms of an e-commerce business. You will lead multi-disciplinary teams in logistics, fulfilment, procurement, and customer service, ensuring operational excellence and driving transformation. The role requires a strong track record in operations leadership, particularly within e-commerce, with a focus on efficiency and service quality. This is a significant opportunity to influence the strategic direction of a trusted brand.

Qualifications

• Proven experience leading operations teams in e-commerce.
• Demonstrable success in improving efficiency and service quality.
• Experience in implementing process and system transformations.

Responsibilities

• Lead all operational functions across fulfilment, logistics, and customer service.
• Deliver a seamless customer experience through efficient operations.
• Drive digital transformation and AI improvements.

Skills

Leadership of multi-disciplinary teams

Commercial understanding of e-commerce

Process improvement

Data-driven approach

Excellent communication skills

Strategic thinking

Tech-savvy and adaptable

Resilience under pressure

Job description

Overview

£55,000 - £65,000 + Benefits
Do you want to build something extraordinary?
Are you a hands-on, commercially astute operations leader with a passion for excellence in e-commerce? Do you combine strategic vision with the credibility to lead high-performing teams across logistics, fulfilment, customer service and procurement?
We're working with a fast-growing, purpose-driven group whose flagship e-commerce brand forms the foundation of its broader mission, serving communities through digital platforms, fundraising services and faith-based initiatives.
This is an opportunity to lead and scale the operational engine of the ecommerce business, ensuring every product reaches every customer efficiently, reliably and profitably.

As Head of Operations, you'll oversee the systems and teams that power the organisation's e-commerce business, from fulfilment and warehousing to procurement, logistics and customer service. You'll drive measurable operational impact through process improvement, cost optimisation and service excellence, while leading transformation across digital systems, automation and AI-driven efficiency. Working closely with the CFO/COO and the senior leadership team, you'll align daily operational performance with long-term strategic goals, building scalable systems and a values-driven culture that supports continued growth.

Key Responsibilities

• Lead all operational and strategic functions across fulfilment, logistics, procurement and customer service.
• Deliver a seamless customer experience through efficient, reliable post-purchase operations.
• Drive digital transformation, automation and AI-enabled improvements to enhance performance.
• Manage and develop functional leaders, building capability and accountability across teams.
• Optimise supplier relationships, inventory flow and cost-to-serve metrics.
• Embed Lean and continuous improvement principles across all operational processes.
• Champion the values of Creative Zest, Courageous Growth and Compassionate Service whilst leading with empathy, energy and ambition.

You'll bring a strong track record of senior operations leadership, drawing on your appreciation of e-commerce and the insight to balance efficiency, service quality and commercial impact. A natural people leader, you'll combine analytical rigour with emotional intelligence and thrive in a fast-paced, purpose-led culture.

Skills & Experience

• Proven experience leading multi-disciplinary operations teams (fulfilment, logistics, customer service, procurement).
• Strong commercial and financial understanding of cost drivers within e-commerce.
• Demonstrable success improving efficiency, service quality, and scalability.
• Experience implementing process and system transformation (including digital or AI initiatives).
• Data-driven approach with KPI and performance analysis capability.
• Excellent leadership, communication and stakeholder management skills.
• Strategic thinker with hands-on delivery capability.
• Collaborative, empathetic and commercially focused.
• Curious, tech-savvy and adaptable to change.
• Resilient under pressure, driven by purpose and continuous improvement.

This is more than an operations role, it's a chance to build a scalable, resilient foundation for growth and impact. If you're ready to lead the operational e-commerce growth plan of a trusted brand, we'd love to hear from you. Apply now!