Overview
The Fragrance Shop is the UK's largest independent fragrance retailer. Founded in 1994 and headquartered in Trafford Park, Manchester, we operate over 220 stores nationwide alongside a fast-growing e-commerce business, with ambitious plans to scale further in the years ahead.
We are proud to make luxury fragrance accessible to everyone — and our Fulfilment Centre is at the heart of making that happen. We have recently made significant investment in automation technology, including AutoStore automated storage and retrieval and a CMC Geneysis auto packing system, making this a genuinely exciting time to be part of our operations team.
Opportunity
This is a rare opportunity to take ownership of one of the North West's most technically advanced fulfilment operations. As Senior Operations Manager, you will be the most senior operational leader on site, responsible for everything from inbound receipting through to final despatch — and for the people, processes, and technology that make it happen.
You will lead a large, blended workforce of permanent and agency colleagues, manage significant operational performance targets, and play a central role in maximising the return on our automation investment. If you're an experienced operator who wants genuine ownership, the scope to make a real impact, and the chance to work with cutting-edge fulfilment technology — this is the role for you.
Responsibilities
* Take end-to-end accountability for all fulfilment operations — inbound, pick, pack, despatch, and returns — ensuring targets are met safely, efficiently, and to the highest standard.
* Operate and optimise our AutoStore automated storage and retrieval system and CMC Geneysis auto packing solution, working with technical teams to maximise uptime and throughput.
* Own site KPIs including productivity, accuracy, service levels, and cost performance.
* Lead, coach, and develop a team of Operations Managers, Shift Managers and Team Leaders, building a high-performance culture grounded in accountability and continuous improvement.
* Manage a large, blended workforce of permanent and agency colleagues, scaling up significantly during peak trading periods.
* Partner with HR and agency partners to ensure robust, compliant, and cost-effective workforce plans.
* Champion a culture of continuous improvement across all operational areas, identifying and implementing initiatives that drive productivity and reduce waste.
* Lead peak readiness planning, ensuring the site is operationally prepared for our busiest trading periods, including Golden Quarter.
* Manage operational budgets with a focus on cost control and value delivery.
Safety
* Maintain an uncompromising approach to health and safety, ensuring full legislative compliance and a positive safety culture across the site.
* Own site risk assessments, incident investigation, and corrective action processes.
* Ensure all regulatory and compliance requirements are consistently met.
What We're Looking For
You'll Need
* Proven experience as an Operations Manager or Senior Operations Manager within a fulfilment, distribution, or logistics environment.
* A track record of managing large, blended workforces — permanent and agency — including at seasonal peak.
* Strong people leadership skills with the ability to inspire, develop, and hold teams accountable.
* Commercial acumen and the confidence to manage budgets, challenge cost, and drive performance.
* A data-driven mindset with solid analytical and reporting capability.
* Thorough knowledge of health and safety best practice in a warehouse or DC environment.
It'd Be Great If You Have
* Hands-on experience operating AutoStore and/or CMC Geneysis in a live environment.
* Experience working within or alongside automated fulfilment systems — AutoStore, goods-to-person, automated packing, or similar.
* A background in retail or e-commerce fulfilment.
* Familiarity with WMS platforms and operational technology systems.
* IOSH Managing Safely or equivalent qualification.
Benefits
* A modern, purpose-built, state-of-the-art fulfilment facility with real investment behind it.
* The chance to join a fast-growing, ambitious business at an exciting moment in its journey.
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