Senior Central Operations Manager

Zapp; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading premium convenience retail platform in London is seeking a Senior Central Operations Manager. This role involves overseeing fulfilment centre operations, implementing strategies for efficiency, and managing relationships with logistics partners. The ideal candidate will have extensive experience in retail operations, strong analytical skills, and the ability to lead large teams effectively. Join a dynamic team focused on delivering exceptional customer service and operational excellence.

Qualifications

• 5+ years of experience in retail operations.
• In-depth understanding of loss prevention strategies and security protocols.
• Experience in managing large teams in a fast-paced environment.

Responsibilities

• Lead and manage fulfilment centre operations and teams.
• Develop strategies to optimise operations and reduce costs.
• Monitor KPIs and implement corrective actions.

Skills

Analytical Skills

Problem Solving

Communication

Tools

Looker

Excel

Google Analytics

Job description

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We are seeking a dynamic and experienced Senior Operations Manager to join our exciting team at Zapp. The role involves supporting day-to-day fulfilment centre and central operations, implementing robust processes to optimise customer order fulfilment, minimise stock waste and loss, protect our assets, and foster effective collaboration among fulfilment centre team and central functions, as well as external delivery/logistics partners.

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Responsibilities:

The role includes a combination of the following tasks:

Fulfilment Centre/Central Operations:

• Lead and manage a team of fulfilment centre managers, supervisors and associates to achieve operational excellence and meet performance targets.
• Develop and implement strategies to optimise fulfilment centre operations, improve efficiency, and reduce costs.
• Oversee inventory management processes, including cycle counting, first-in, first-out (FIFO), and inventory control to minimise waste & shrink.
• Monitor and analyse key performance indicators (KPIs) to identify areas for improvement and implement corrective actions as needed.
• Ensure compliance with company policies, procedures, and standards for safety, security, and regulation.
• Provide training, coaching, and support to fulfilment centre managers, supervisors and associates to enhance their skills and performance.
• Foster a positive work environment that promotes teamwork, accountability, and a customer-centric culture.
• Continuously evaluate fulfilment centre processes and procedures to streamline operations and enhance the overall customer experience.
• Lead recruitment activity to continuously identify and grow the fulfilment centre and central operations team at Zapp.
• Develop and implement comprehensive strategies to prevent theft, fraud, and operational losses.
• Conduct regular audits to spot potential risks and vulnerabilities.
• Analyse internal data to identify trends and areas for improvement.
• Lead security incident investigations and provide detailed reports with preventive recommendations.
• Work with the IT and Product Team to integrate technological solutions for loss prevention.
• Collaborate with internal teams to enhance security in fulfilment centres, and protect products in transit between the distribution centre and fulfilment centres.
• Ensure compliance with regulations and industry standards in loss prevention and third-party logistics.
• Create and deliver training programs on loss prevention and security protocols for both internal and external stakeholders.

Third-Party Logistics Partner Liaison:

• Act as the main contact for external delivery/logistics partners.
• Cultivate strong relationships for operational efficiency.
• Establish, track and report KPIs to drive strong performance among delivery/logistics partners - present KPIs on a regular basis to partners as well as internal leadership team to timely course-correct any issues.
• Collaborate with internal teams to address partner-related issues and set performance targets.
• Manage refund claims and monitor their approval status.

Qualifications:

• 5+ years of work experience in retail operations.
• In-depth understanding of retail operations, loss prevention strategies, security protocols, and industry regulations (preferably in retail or logistics).
• Strong analytical and problem-solving skills.
• Proficiency in data analysis with experience working with data analytics and visualisation tools such as Looker, Excel and Google Analytics.
• Excellent written and verbal communication skills.
• Experience in managing large teams in a fast-paced environment.
• Experience in designing and delivering training programs.

Working Arrangement:

Location: 5 days on-site (a combination of HQ and fulfilment centres).

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Retail

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London, England, United Kingdom 5 days ago