Job Title : Head of Operations Reports to: Managing Director Location : London (Hybrid – 3 days in office) Job Type : Full-Time, Permanent About TM Lewin: T.M.Lewin is a heritage British menswear brand renowned for exceptional quality, craftsmanship, and timeless style. As we re-enter physical retail in early 2025 and continue to grow our direct-to-consumer channels, we are at the beginning of a bold new chapter. With plans to open new stores and scale operations in the UK and beyond, we are building a lean, modern business designed to deliver exceptional product, service, and experience at every touchpoint. Role Overview We’re looking for an experienced and strategic Head of Operations to lead our end-to-end business operations during a period of ambitious growth and transformation. Reporting directly to the Managing Director, this role will oversee logistics, customer experience, operational systems, and IT infrastructure — ensuring we scale efficiently and deliver on our brand promise. This is a pivotal role in shaping how T.M.Lewin functions day-to-day and scales sustainably into the future. The ideal candidate is commercially minded, solutions-oriented, and thrives in a fast-paced, multichannel retail environment. Key Responsibilities Operational Strategy & Business Leadership Lead the development and execution of operational strategy in line with the wider business growth plan. Define and deliver scalable operational frameworks that support new store openings, growing ecommerce volumes, and omnichannel retail. Act as a senior operational leader across the business, working closely with other senior leadership. Provide strategic input to the Managing Director and senior leadership on operational risk, readiness, and commercial opportunity. Logistics, Fulfilment & Supply Chain Own the end-to-end logistics and fulfilment operation, ensuring service levels, cost efficiency, and flexibility to scale. Manage 3PL and logistics providers, ensuring commercial contracts are optimised and service SLAs consistently met. Oversee inbound product flow, delivery accuracy, and warehouse performance to support digital and retail growth. Customer Experience Leadership Oversee the Customer Experience function to ensure brand-consistent, efficient and responsive customer service across all channels. Champion a culture of service excellence, using insight and feedback loops to continuously refine processes and improve satisfaction. Lead initiatives to improve customer communication, returns, and service infrastructure. Business Operations, Systems & Technology Own business operations infrastructure, including ERP, OMS, and POS systems, ensuring they are aligned and future-fit. Partner with external vendors to drive digitisation and automation across the business. Lead systems development that enables better visibility, reporting, and insight across the organisation. Commercial & Financial Accountability Work closely with Finance to manage the operations budget, drive cost efficiencies, and support margin protection. Analyse operational data and performance metrics to inform commercial decision-making. Identify and deliver opportunities to improve profitability through smarter operations, process automation, or renegotiation of supplier agreements. Leadership & Culture Lead, mentor and scale high-performing teams across operations, logistics, customer service, and systems. Foster a culture of accountability, continuous improvement, and cross-functional collaboration. Act as a senior ambassador for operational excellence across the organisation, bringing clarity, confidence and calm under pressure. Required Qualifications Significant experience in a senior operations role - ideally Head of Operations or Operations Director - in a retail, ecommerce or omnichannel environment Deep understanding of logistics, fulfilment, customer experience and IT systems relevant to a consumer retail business. Proven ability to lead and scale operations during periods of rapid growth and transformation. Strong financial acumen — experience managing budgets, forecasting, and identifying ROI opportunities. Confident navigating between strategic thinking and hands-on delivery. Excellent communicator with strong stakeholder management skills across all levels. Commercially focused, highly organised, and solutions-oriented. Experience managing 3PLs, implementing systems (ERP/POS/CRM), and improving end-to-end operational performance. What We Offer: · Benchmarked Salary · Discretionary annual bonus scheme · Hybrid working opportunities · Up to 25 days holiday per annum, plus bank holidays · Birthdays off · 60% Own brand discount · Private medical insurance with Vitality · Life Assurance · Up to 7% Matched Pension Contribution · Access to retail & wellness discounts