Senior Operations Manager

About Us

We're a fast growing ecommerce group behind Hygge Pergola and RattanHut, specialising in premium outdoor living products across the UK and USA.

With ambitious plans to launch new brands, expand into new markets and become a leader in the outdoor living industry, we're entering an exciting new chapter of growth.

About the Role

We're looking for an experienced, hands on Senior Operations Manager to take full ownership of our day-to-day business operations.

You'll be responsible for managing our employees, running the entire customer journey, coordinating our supply chain and logistics, and ensuring every department operates efficiently.

We need someone who can independently run the business's operations, build effective teams and processes, and proactively identify and solve problems without constant direction from the Managing Director.

Key Responsibilities

1. People & Team Management

• Recruit, train and directly manage employees across operational departments.
• Delegate responsibilities, organise workloads and rotas, monitor productivity and manage staff performance.
• Build an accountable, motivated and high-performing team.

1. Customer Journey & Experience

• Take full ownership of the customer journey, from initial enquiry and order placement through to payment, delivery, installation, aftercare and reviews.
• Run the customer service department across all brands, ensuring calls, emails, complaints and outstanding tickets are handled promptly.
• Develop a premium, proactive customer experience where customers are kept informed without needing to chase us.

1. Supply Chain & Quality Control

• Take ownership of approved purchase orders, managing overseas suppliers and production deadlines.
• Arrange factory inspections, manage quality control, resolve manufacturing defects and coordinate corrective actions with suppliers.
• Ensure products are manufactured correctly and ready for shipment on schedule.

1. Logistics & Fulfilment

• Arrange international shipping, freight forwarding, customs clearance and port-to-warehouse haulage.
• Manage our warehouses/3PLs, inventory accuracy, couriers, deliveries and installation partners.
• Resolve fulfilment issues and ensure orders reach customers accurately and on time.

1. Business Operations & Improvement

• Manage day-to-day operational activities, facilities, contractors and operational costs.
• Create SOPs, implement systems, improve processes and introduce efficiencies.
• Set and monitor KPIs, maintain dashboards and provide weekly performance reports.
• Proactively identify operational problems, implement solutions and continuously improve performance.

Future Responsibilities

This is a broad operational leadership role that will grow with the business.

As we expand, you'll be responsible for establishing, running and managing additional operations, including company-owned warehouses, delivery fleets, in-house installation teams, new departments, facilities and operations for future brands, with appropriate resources and support.

What We're Looking For

• Proven experience in operations management, preferably within ecommerce
• Strong people management skills, including recruitment, delegation and performance management.
• Experience managing logistics, fulfilment, warehouses or supply chains.
• A track record of improving processes, solving problems and managing operational performance.
• Highly organised, proactive and capable of working independently.
• Experience with overseas suppliers and international shipping is advantageous.

The Person We Need

We're looking for someone who takes ownership, identifies what needs doing and gets it done.

You must be a hands-on leader who can manage people, make decisions, solve problems and take responsibility for results — not someone who waits to be told what to do.

You'll report directly to the Managing Director. This is a long-term opportunity with the potential to progress into a Head of Operations role as the business grows.

Pay: £35,000.00-£45,000.00 per year

Benefits:

• On-site parking
• Store discount

Application question(s):

• What is your current or most recent role? Describe what you're personally responsible for managing day to day, including the departments and teams you manage.
• Have you worked in an ecommerce business selling physical products? What did the business sell, and which parts of its operations did you personally manage?
• Have you been responsible for the complete customer journey, from initial enquiry and order placement through to delivery, installation (if applicable), aftercare and customer satisfaction? What did you personally manage?
• How many employees have you directly managed? Explain how you delegate work, monitor performance and ensure the department runs smoothly without needing your constant involvement.
• Tell us about a time you had to take control of a busy or poorly performing department. How did you identify priorities, organise the team and resolve problems without relying on senior management for instructions?

Work Location: In person