Job Responsibilities

• 1. Team Leadership & Performance Management

  • Build, lead, mentor, and manage high-performing teams across operations, supply chain, listings, and customer service

  • Define KPIs, accountability structures, and continuous improvement processes

  • Identify training needs and maximise team productivity

  2. Customer Service Oversight

  • Ensure fast, reliable, and brand-aligned customer support

  • Oversee complaint handling, escalations, and service recovery

  • Maintain consistent customer experience as order volume scales

  3. Operational Process Optimisation

  • Review and improve workflows for speed, accuracy, and efficiency

  • Implement systems to reduce errors, automate tasks, and improve profitability

  • Develop SOPs, documentation, and scalable processes

  4. New Process & Capability Development

  • Identify operational gaps and growth opportunities

  • Build new processes from scratch logistics, supplier onboarding, product launches

  • Lead cross-functional initiatives to expand operational capabilities

  5. Supply Chain & Inventory Management

  • Oversee forecasting, purchasing, replenishment, and inventory accuracy

  • Manage supplier performance and negotiate on cost, lead time, and flexibility

  • Balance stock availability with cash flow and inventory health

  6. Project Management

  • Lead major operational projects end-to-end

  • Coordinate cross-functional teams, timelines, and deliverables

  • Ensure alignment with business goals and director-level priorities

  7. Director-Level Support

  • Provide dashboards, insights, and reports for strategic decisions

  • Proactively identify and resolve operational issues

  • Act as the operational right hand to the Directors

  8. Logistics & Fulfilment Oversight

  • Oversee warehouse operations, order fulfilment, and carrier relationships

  • Improve shipping accuracy, speed, and cost efficiency

  • Ensure smooth day-to-day operations

  9. Marketing Oversight

  • Manage external marketing agencies Google, Meta, Klaviyo

  • Analyse KPIs, product-level ad spend, and budget optimisation