Operations Manager

Job Description

Our client is a growing e‑commerce brand who are actively seeking an Operations Manager to take ownership of day‑to‑day business performance. This is a key leadership role for someone commercially minded, operationally strong and confident managing people, processes and performance in a fast‑moving DTC environment.

The purpose of this role is to act as General Manager for the business, overseeing operations, customer experience, fulfilment, logistics and team performance, while working closely with the Founder to drive commercial growth, improve profitability and enhance customer lifetime value.

Job Duties

• Drive repeat purchase rate, customer retention and lifetime value (LTV).
• Identify, test and scale new online sales channels and revenue opportunities.
• Work with the business owner to ensure marketing activity supports revenue, margin and ROI targets.
• Monitor and optimise key commercial KPIs (conversion rate, AOV, CPC, ROAS, contribution margin).
• Work closely with marketing and performance teams to ensure commercial alignment.
• Implement new business initiatives already in planning.

Customer Experience & Operations

• Ensure the customer experience supports strong Trustpilot scores and repeat purchasing.
• Improve systems and processes impacting delivery speed, service quality and operational efficiency.
• Oversee day‑to‑day operational performance across fulfilment, logistics, customer service and stock management.
• Maintain high service standards while optimising cost control.

Leadership & Management

• Act as General Manager for all day‑to‑day business operations.
• Lead, motivate and performance‑manage a UK‑based team of six.
• Set clear KPIs across departments and hold teams accountable for results.
• Foster a culture of ownership, performance and continuous improvement.
• Support strategic planning and business growth initiatives alongside the Founder.

Benefits

Operations Manager

£40k–£45k Basic Salary | Harwich | 9am – 5pm (9am-3pm in office) | OTE £60k–£65k | Full‑Time | Pension | 30 days holiday, plus Christmas/New Year’s Day | E‑commerce/DTC | Commercial/Operational/Leadership/Customer Experience |

Applicant Specification

• Proven experience in a senior e‑commerce, DTC or commercial leadership role.
• Strong understanding of e‑commerce platforms and CRM systems.
• Highly commercial mindset with strong analytical and decision‑making capability.
• Demonstrated experience leading and managing teams.
• Experience managing KPIs and driving measurable performance improvement.
• Strong operational and process improvement experience.
• Ability to balance strategic thinking with hands‑on execution.

Desirable (not essential)

• Background in beauty, fragrance or FMCG e‑commerce.
• Experience scaling an owner‑led or SME DTC brand.
• Experience improving retention and LTV in a repeat‑purchase model.
• Familiarity with subscription models or loyalty programmes.

Website notice: Our website is currently undergoing maintenance, so the online application form is currently unavailable.

To apply for this role, please email your CV to [contact hidden].