Head of Operations

The Company is seeking a Head of Operations to lead customer service, stock and fulfilment, and technical operations, with responsibility for performance across the customer journey. The role involves developing operational managers and teams, establishing KPIs and performance reporting, and improving inventory accuracy, dispatch, returns, productivity, service quality, and costs. The successful candidate will lead workforce and capacity planning, identify opportunities for process improvement and automation, and use operational and customer data to drive continuous improvement. Candidates should have operational leadership experience in ecommerce, retail, fulfilment, or a high-volume service environment, along with experience managing multidisciplinary teams. Strong knowledge of stock control, fulfilment, and customer service operations is required, as is a track record of implementing performance frameworks and improving processes and productivity. Workforce and capacity planning experience, strong people leadership, and a commercial, data-led, customer-focused approach are essential. Experience in technical production or laboratory operations is advantageous; outbound sales experience is beneficial but not required.