Job Description
Join a Growing British Manufacturing Success Story.
Our client is one of the UK’s fastest-growing online retailers within the home interiors sector, specialising in made-to-measure products manufactured here in Britain.
Over the past two years, the business has scaled significantly — combining digital growth with in-house manufacturing capability to build a strong national reputation. As growth accelerates, the leadership team is now investing in operational structure, controls and performance to support the next phase.
They are seeking a commercially-minded, customer-led Head of Operations to take full ownership of the end-to-end operational engine.
You will be empowered to deliver a fully aligned, high-performing operation that balances cost control, service excellence, scalability and compliance.
Key Responsibilities:
Operational Leadership
* Own and deliver the operational strategy aligned to commercial growth objectives.
* Ensure Production, Supply Chain and Customer Service operate as one integrated function.
* Drive clear accountability and measurable KPIs across all operational teams.
Customer-Centric Performance
* Reduce avoidable customer contact by addressing root-cause operational issues.
* Protect and enhance customer experience through data-led decision-making.
* Balance cost, capacity and service outcomes at all times.
Continuous Improvement & Scale
* Lead operational efficiency initiatives.
* Support the successful implementation of new product launches.
* Strengthen stock management controls across production, transit and warehousing.
* Develop and embed robust SOPs and Safe Working Practices.
Health & Safety & Compliance
* Lead site-wide H&S compliance, including BS:EN child safety standards.
* Maintain strong working knowledge of UK H&S legislation and RIDDOR.
* Foster a disciplined, safety-first culture across the operation.
People & Performance
* Build, mentor and develop high-performing teams.
* Forecast and plan workforce requirements across Customer Service, Production and Fulfilment.
* Manage and hold external logistics partners accountable to agreed SLAs.
* Use data and insight to make decisive, commercially sound decisions.
* Lead confidently through operational challenges or periods of change.
The Ideal Candidate
You will be a decisive, hands-on operational leader who can:
* Gain buy-in across all levels — from shop floor to board.
* Provide both challenge and support.
* Translate strategy into practical execution.
* Build structure and controls within a fast-growing environment.
* Demonstrate strong Excel capability (pivots, VLOOKUP, core formulas).
* Hold a full UK driving licence and be comfortable travelling as required.
Most importantly, you will combine commercial awareness, operational discipline and a genuine customer-first mindset.
Package
* Up to £90,000 per annum
* Enhanced family leave
* Cycle to Work scheme
* Employee discount
* Health & wellbeing programme
* Additional leave
* Casual dress & company events
* Free on-site parking
If you’re an operational leader ready to take ownership within a scaling British manufacturing business and shape the next phase of growth, we’d welcome a confidential conversation.