Own physical operations end-to-end: purchasing, inbound, inventory accuracy, 3PL management, fulfilment, returns, and reliability through seasonal peaks, and support the operationalisation of new products
Partner with Growth and Finance to forecast physical goods demand, 3PL capacity, and Customer Service demand/workforce requirements
Lead Customer Service as both a world-class experience and an efficient, well-instrumented team, including staffing, productivity, ai, tooling, QA, knowledge base, capacity forecasting, and feedback loops into Ops, Product, Brand, and the rest of the business
Build Finance-grade ops reporting, including up-to-date COGS, stock counts and reconciliation, cost-to-serve, fulfilment and returns metrics, and CS metrics
Strengthen supplier performance and relationships, and procurement discipline across cost, quality, reliability, and lead times

A proven operator in a consumer business, ideally DTC / e-commerce, with strong experience across purchasing, inventory, and 3PL / fulfilment
Someone comfortable being hands-on, with strong judgement across cost, quality, service and cash trade-offs
Strong analytical and reporting capability; able to work closely with Finance and turn operational complexity into clear, reliable decision-making
Extremely comfortable navigating and implementing new software with experience setting up automations using e.g. Claude, n8n etc.
8+ years of experience

Nice to haves:

Private Healthcare
Full private healthcare with Vitality
Pension Contribution
We switch the standard pension contributions and offer 5% employer and 3% employee contributions, as a salary sacrifice scheme for tax-efficient saving.
Ffern Membership
All team members enrolled onto Ffern ledger, receiving both the EDP and candle each season
Annual Leave
25 days increasing up to 28 days with each additional year of service

Operations Director

Key skills