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Title: Head of Sales & Operations
Location: Central London – Enjoy a flexible arrangement of 3 days in the office and 2 days remote work, with occasional travel to warehouses and stores as needed.
Industry: Apparel & Accessories Retail
Salary: Up to £85,000 DOE + Benefits
Contact: [email protected]
Brief Overview:
We’re proud to partner with an innovative and fast-growing organization in the Apparel & Accessories Retail sector, dedicated to creating a multi-brand, multi-channel business built around natural materials, beautiful design, and a lifestyle of thoughtful living. As they continue an exciting phase of growth, they are looking for a strategically minded and operationally strong Head of Sales & Operations to lead core business functions across customer service, fulfillment, retail, and wholesale. This senior leadership role offers the opportunity to shape and integrate the full customer journey—ensuring seamless experiences across online and in-store channels, overseeing 3PL and B2B logistics, and building high-performing teams. It’s a unique chance to make a meaningful impact and help define the operational future of two expanding lifestyle brands.
Key Responsibilities
- Own and enhance the entire post-purchase customer experience, overseeing everything from order fulfilment to delivery and service resolution.
- Manage relationships with third-party logistics partners, ensuring they meet SLAs while continually improving service efficiency.
- Lead the customer care function, ensuring every interaction is responsive, brand-aligned, and focused on effective solutions.
- Collaborate closely with the Head of Retail to guarantee smooth operational flow, stock accuracy, and high service standards across physical retail locations.
- Oversee the fulfilment process for wholesale and partnership orders, ensuring they are delivered with excellence, on time.
- Manage all channel operations, covering areas such as merchandising, delivery logistics, and returns processes, ensuring effective cross-functional execution.
- Build and mentor a high-performing team, instilling a culture of collaboration, accountability, and agility among direct reports and their teams.
- Monitor and report on key operational KPIs, driving performance improvements and proactively addressing challenges.
What We’re Looking For
- Proven experience in a senior leadership role within Sales Operations, Fulfilment, or Customer Operations, preferably in a DTC or omni-channel consumer brand environment.
- Experience managing 3PLs, freight logistics, and regional operations, with a strong understanding of cost drivers and service dynamics.
- Strong capability in leading diverse people across various functions, from frontline store teams to technical operations.
- A strategic thinker who maintains a hands-on approach and adeptly manages competing priorities.
- Process-oriented with an emphasis on efficiency while maintaining a strong customer experience focus.
- Collaborative and commercially savvy, fully aligned with the core brand values of our client.
