About [Employer hidden — view at passion-project.co.uk]

[Employer hidden] is redefining the future of premium on-demand convenience. We deliver life's essentials - from last-minute needs to little luxuries - in minutes, 24/7, powered by a vertically integrated technology and operations platform.

Behind every order sits a complex orchestration of real-time logistics, intelligent merchandising, and seamless customer experience - all built in-house by a team obsessed with quality, speed, and innovation. Our mission is simple: to make modern life frictionless through technology that anticipates and serves human needs instantly.

Founded in 2020, [Employer hidden] has grown to become London's leading premium convenience retail platform, delivering millions of orders, generating >$100m in ARR and and achieving profitability. We partner with some of the world's leading brands to deliver an exclusive range of hand-picked products across central London with 20-30 minute delivery times.

The Role

We're looking for an exceptional operations leader to help shape and scale the next generation of [Employer hidden]'s operational infrastructure. This is a senior leadership role reporting directly to the Chief Executive Officer, responsible for leading our multi-site fulfilment operations, ensuring operational excellence, and building the systems and teams that will power [Employer hidden]'s next phase of growth.

You'll oversee day-to-day operations across our network of micro-fulfilment centres and our central distribution centre, leading a team of fulfilment centre managers, supervisors, and associates. This role demands someone who can balance operational rigour with startup agility - implementing world-class processes whilst maintaining the speed and adaptability that defines [Employer hidden].

This is a rare opportunity to influence both the operations and the trajectory of a brand that's building a category-defining experience in premium convenience retail.

The Role

Fulfilment Centre Operations & Leadership

- Lead Multi-Site Operations: Oversee daily operations across multiple micro-fulfilment centres and our central distribution centre, ensuring consistent execution of operational standards, service levels, and brand quality across all locations

- Build High-Performing Teams: Recruit, develop, and manage a team of fulfilment centre managers, supervisors, and associates (more than 150 FTEs), creating a culture of ownership, accountability, and operational excellence

- Drive Operational Excellence: Monitor and optimise key performance indicators including order accuracy, fulfilment speed, availability, customer satisfaction, labour productivity, and cost per order - implementing corrective actions when needed

- Scale Operations: Develop and execute strategies to increase operational capacity, improve efficiency, and reduce costs whilst maintaining or improving service quality and delivery times

- Ensure Safety & Compliance: Maintain rigorous safety standards, implement security protocols, and ensure compliance with all health and safety regulations, employment law, and company policies across all sites

Inventory & Supply Chain Management

- Optimise Inventory Operations: Oversee inventory management processes including receiving, put-away, picking, packing, cycle counting, and FIFO rotation to minimise waste and shrinkage whilst preserving product availability

- Manage Shrink & Waste: Implement and continuously improve inventory control measures to keep waste and shrinkage below target levels, working with Technology and Commercial teams on system improvements

- Supplier & Distribution Coordination: Work closely with Supply Chain team and the central distribution centre to ensure seamless inbound logistics, quality control, and timely replenishment of fulfilment centres

- Loss Prevention & Asset Protection

- Develop Loss Prevention Strategy: Design and implement comprehensive strategies to prevent theft, fraud, and operational losses across all fulfilment sites and in-transit inventory

- Conduct Audits & Investigations: Lead regular security audits, spot-check controls, and incident investigations, providing detailed reports with preventive recommendations to senior leadership

- Implement Security Technology: Partner with Technology and Product teams to integrate security systems, surveillance technology, and data analytics tools to detect patterns and prevent losses

- Train & Educate: Create and deliver training programmes on loss prevention, security protocols, and compliance for both internal teams and external logistics partners

Third-Party Logistics Partner Management

- Manage Delivery Partnerships: Act as primary operational contact for external delivery and logistics partners, cultivating strong relationships to ensure operational efficiency

- Drive Partner Performance: Establish, track, and report on KPIs for delivery partners including on-time delivery, order accuracy, customer satisfaction, and cost per delivery - conducting regular business reviews with partners and internal leadership

- Resolve Operational Issues: Work cross-functionally with Technology and Customer Care to quickly address partner-related issues, optimise handoff processes, and improve the end-to-end customer experience

- Negotiate & Optimise: Support renegotiation of delivery partner contracts, commission structures, and service level agreements to strengthen unit economics whilst maintaining service quality

- Manage Claims & Disputes: Oversee refund claims, delivery disputes, and service failures, monitoring approval status and resolution times whilst identifying systemic issues

Process Improvement & Operational Systems

- Build Scalable Processes: Design, document, and implement standard operating procedures (SOPs) for all fulfilment operations - creating repeatable processes that can scale across new sites

- Establish Operating Rhythm: Implement and lead regular operational cadences including daily stand-ups, weekly business reviews (WBRs), and monthly performance reviews to drive accountability and continuous improvement

- Drive Data-Driven Decisions: Partner with Data and Technology teams to enhance operational reporting, create real-time dashboards, and use data analysis to identify improvement opportunities

- Lead Continuous Improvement: Champion a culture of operational excellence through lean principles, regular process audits, and cross-functional improvement initiatives that reduce costs and improve service quality

- Technology Integration: Work closely with Technology and Product teams to test and integrate new operational tools, warehouse management systems, and automation solutions

Stakeholder Communication & Leadership

- Report to Senior Leadership: Provide regular updates to the CEO and senior leadership team on operational performance, key initiatives, risks, and opportunities

- Cross-Functional Collaboration: Partner effectively with Commercial, Technology, Product, Customer Care, and Finance teams to align operational execution with business priorities

- Represent Operations: Act as the voice of operations in strategic discussions, ensuring operational feasibility and excellence are considered in all business decisions

- Develop Talent: Create clear career paths and development opportunities for operations team members, coaching managers to build strong bench strength for future growth

What We're Looking For

- 8-12+ years in retail, e-commerce, logistics, or warehouse operations, with 5+ years leading large operational teams (100+ people) across multiple sites

- Deep expertise in warehouse operations, inventory management, supply chain logistics, loss prevention, and quality control - with experience building or transforming operational systems

- Extensive experience recruiting, developing, and managing large teams including managers and frontline staff, with strong coaching capabilities

- Expert in establishing KPIs, tracking metrics, and driving accountability through data-driven management and regular business reviews

- Experience managing complex relationships with logistics providers and delivery partners, with strong negotiation skills

- Proficiency in data analysis tools (Excel, Looker, Google Suites) and warehouse management systems, with ability to leverage technology for operational improvements

- Strong commercial awareness with experience managing operational P&L, controlling costs, and improving unit economics whilst maintaining service quality

- Natural leader who gets into the details when needed, delivers measurable results, and builds high-performing teams through a culture of accountability and continuous improvement

- Thrives in fast-moving environments with shifting priorities; exceptional communicator able to influence and motivate people at all levels from warehouse associates to senior executives

Why [Employer hidden]

[Employer hidden] combines the ambition and pace of a startup with the discipline and purpose of a company built for the long term. We're uniting technology, brand, and operations to deliver delight in real time - and redefining what premium convenience means for the modern world.

Over the past five years, [Employer hidden] has delivered millions of orders to Londoners, built one of the most advanced instant commerce operations in the world, and reached more than £100m in annual recurring revenue. Today, the company is profitable and poised for its next chapter of scale - offering the rare opportunity to build with the creativity and speed of a startup, backed by the stability, resources, and upside of an established, de-risked business.

What We Offer

- High Impact, High Ownership: A seat at [Employer hidden]'s senior leadership table, working directly with the company’s Founder to shape the company's operational future and growth strategy.

- Culture of Excellence: A fast-moving, values-driven environment where the bar is high, ideas are heard, and great work is celebrated.

- Mission & Momentum: The chance to help build a category-defining brand that combines technology, operations, and design to reinvent everyday convenience.

- Operational Excellence: The opportunity to build world-class operations infrastructure from a strong foundation, implementing best practices that will define the future of convenience retail.

- Exceptional Talent: Collaborate with world-class peers across operations, technology, product, brand, and commercial teams - all united by a shared obsession with excellence and speed.

- Personal Growth: Access to coaching, mentorship, and leadership development opportunities designed to help you grow as both a leader and operational expert.

- Compensation & Rewards: Competitive salary and meaningful equity participation to align your success with the company's long-term growth.

Benefits & Wellbeing

- Private Health Insurance (AXA)

- Generous [Employer hidden] Credit to test the service and experience

- 25 days annual leave, plus UK Bank Holidays

- Pension contributions

- Culture of Excellence: A fast-moving, values-driven environment where the bar is high, ideas are heard, and great work is celebrated.