Head of Operations

Head of Operations

London (Hybrid working- 3 days in the office)

Circa £70,000 - £90,000 + fantastic benefits 

3Search are delighted to be partnered exclusively with a premium digital-first D2C health and wellness brand in the consumer goods space offering state-of-the art devices designed to enhance post-workout rejuvenation. Main markets include UK, USA and Australia with the company turning over £20m in it's first year and increasing on this in their second year of trading. Headquartered in London but with an international team spread across the globe and trading across international markets they are a culturally diverse work-force and truly global business. Having recently hired a top-quality Managing Director, the business are now looking to bring in a credible Head of Operations who will report into the MD. 

The role will be two-fold; 1: to streamline and bring order to the logistics and supply chain process, managing the process from end to end and 2: to oversee and manage the Customer Service team which comprises a team of 10. Uniquely the company only use 1 supplier who manages all fulfillment, manufacturing and production; the Head of Operations will closely monitor the performance and efficacy of this key supplier and act as the main point of contact between the supply chain and company, looking to improve performance where needed. 

As the Head of Operations you'll manage the day to day operations of the 10 people strong Customer Service team (which is inexorably linked to a positive supply chain set-up), many of whom work remotely and internationally (meaning that there is always 24/7 cover for the business). 

Responsibilities will include:

• Managing the day to day operations of the overseas Customer Service team
• Being the main interface with  suppliers, measuring and monitoring their performance.
• Reporting, managing and monitoring the supplier SLA (service level agreement).
• Ensuring the Customer Service Csat and Trustpilot scores remains at 4+.
• Optimising costs of operations, fulfillment locations and shipping costs

 Experience/Skills Required:

• You will be a self-motivated and driven individual
• You'll have a proven track record of managing and growing a Customer Service Team
• Strong understanding of the end to end supply chain process.
• Highly analytical and be able tto interrogate numbers if needed 
• A strong leader who has experience managing large teams of 10+ people.
• Fully versed with current operational policies and procedures to ensure full compliance

Benefits Info

• 25 days holidays + bank holidays 
• Hybrid working (Office Monday-Wednesday, Thursday-Friday working from home)
• Core office hours of 9am-5pm with flexibility 
• Private health and medical insurance
• Gym membership (up to £150 per month)
• Discretionary bonus. 

Please apply now if you are interested!