Head of Operations: Ecommerce, Fulfilment & CX Leader

Forward Role; Glasgow; Vor Ort; GBP 63.000 - 77.000; Vollzeit

Zusammenfassung

Forward Role are seeking a senior Operations Manager or Head of Operations with experience across ecommerce, retail, fulfilment, warehouse or high-volume customer service operations to join our established client in Glasgow.

Reporting directly to the CEO, you’ll lead a varied operation covering Customer Service, Stock & Fulfilment and technical Lab operations, taking ownership of operational performance across the customer journey.

Qualifikationen

• Operational leadership experience within ecommerce, retail, fulfilment or a high-volume service environment.
• Experience managing multidisciplinary operational teams.
• Strong knowledge of stock control, fulfilment and customer service operations.
• A track record of implementing KPIs and performance frameworks.

Aufgaben

• Leading Customer Service, Stock & Fulfilment and Lab operations.
• Coaching and developing operational managers and building a high-performing culture.
• Implementing KPIs, performance reporting and operational targets.
• Improving stock control, inventory accuracy, fulfilment, dispatch and returns.
• Leading workforce and capacity planning around demand and peak trading periods.
• Identifying opportunities for process improvement, systems development and automation.
• Driving improvements in productivity, quality, service levels and operational costs.
• Using customer and operational data to identify issues and deliver continuous improvement.

Kenntnisse

Operational leadership

Stock & Fulfilment management

Customer service operations

KPI implementation

Jobbeschreibung

Forward Role are seeking a senior Operations Manager or Head of Operations with experience across ecommerce, retail, fulfilment, warehouse or high-volume customer service operations to join our established client in Glasgow.

Reporting directly to the CEO, you’ll lead a varied operation covering Customer Service, Stock & Fulfilment and technical Lab operations, taking ownership of operational performance across the customer journey.