Operations Director – Pet Drugs Online

We are a fast-growing pet care e-commerce business specializing in pet prescription medicines, pet food, and accessories. As we expand, our focus remains on delivering excellent customer service, ensuring exceptional regulatory compliance, and driving massive efficiency gains across our operations.
As Operations Director, you will be a key member of the Senior Leadership Team, responsible for the end-to-end operations of our business. Reporting to the Managing Director, you will oversee critical operational functions, ensuring they run efficiently, effectively, and in alignment with our ambitious growth strategy

The Operations Director will lead the operational strategy for Pet Drugs Online, focusing on the provision of excellent customer service, regulatory compliance, the delivery of an increasingly efficient operation. This role requires a strategic leader with a deep understanding of e-commerce logistical and customer operations and ideally the pet healthcare market.

Key Accountabilities/Responsibilities:

As Operations Director, you will have end-to-end responsibility for our operational functions, ensuring they are efficient, scalable, and aligned with our ambitious growth plans. Your leadership will be crucial in optimizing performance, maintaining regulatory compliance, and enhancing customer satisfaction.

Customer Contact Centre Operations
* Lead and develop a high-performing customer service team, ensuring fast response times and high customer satisfaction.
* Implement technologies and processes to improve first-contact resolution and overall service quality.
* Monitor key performance indicators (KPIs) such as response time, customer retention, and Net Promoter Score (NPS).
* Develop training programs and quality assurance processes to maintain excellent customer interactions.

Warehouse & Fulfilment Operations
* Oversee inventory management and ensure accurate stock levels to meet demand efficiently.
* Implement process improvements and automation to enhance order fulfilment speed and accuracy.
* Optimise warehouse layout, picking, packing, and shipping processes to reduce operational costs and errors.
* Ensure compliance with storage and handling requirements, particularly for prescription medicines.

Regulated Prescription Processing
* Ensure strict adherence to regulations governing the handling, verification, and dispatch of pet prescription medicines.
* Collaborate with veterinary professional colleagues to maintain best-in-class compliance.
* Implement robust checks and automated systems to minimise processing errors and regulatory risks.
* Stay up to date with legislative changes, ensuring operations adapt accordingly.

Logistics & Delivery Management
* Manage and optimise partnerships with third-party logistics providers and couriers.
* Negotiate contracts and service level agreements (SLAs) to improve delivery speed and reduce costs.
* Implement tracking and reporting systems to monitor delivery performance and minimise delays.
* Develop contingency plans for seasonal demand spikes, disruptions, and peak trading periods.

Courier & Carrier Relationships
* Establish and maintain strong relationships with multiple courier providers to ensure reliable and cost-effective shipping solutions.
* Monitor courier performance, renegotiate terms where necessary, and drive continuous improvement in delivery times and success rates.
* Explore alternative last-mile delivery options to enhance customer experience and service coverage.

Building Maintenance & Facilities Management
* Ensure the smooth operation and maintenance of warehouse and office facilities.
* Oversee building security, utilities, and workplace safety standards.
* Plan for future expansion needs, ensuring facilities can scale with the company’s growth.
* Manage budgets and negotiate contracts for outsourced maintenance services.

Health & Safety Compliance
* Implement and maintain workplace health and safety policies in line with legal requirements.
* Conduct risk assessments and training to promote a culture of safety among employees.
* Ensure compliance with regulations related to handling, storage, and transportation of prescription medicines and pet food.
* Regularly review and update emergency response plans and safety procedures.

Operational Efficiency & Continuous Improvement
* Identify bottlenecks and implement strategies to enhance efficiency across all operations.
* Leverage technology, automation, and data analytics to streamline processes and reduce costs.
* Foster a culture of continuous improvement, encouraging innovation and best practices.
* Develop and monitor key operational KPIs, reporting to the MD and senior leadership team on performance trends and improvement initiatives.

Leadership & Team Development
* Lead, mentor, and develop operational teams, ensuring alignment with business goals.
* Foster a high-performance culture, promoting accountability and continuous learning.
* Collaborate with cross-functional teams to align operations with marketing, sales, and product strategy.
* Build succession planning and talent development programs to strengthen leadership within the operations function.

Experience/Qualifications:

Essential:
* Proven experience in a senior operational leadership role within e-commerce, retail, logistics, or a related field.
* Strong expertise in customer service, warehousing, logistics, and compliance-driven operations.
* A track record of improving operational efficiency, driving cost savings, and enhancing customer experience.
* Excellent leadership, stakeholder management, and decision-making skills.
* Experience working in a regulated industry, ideally with prescription medicines, is a plus.
* Data-driven mindset with a focus on continuous improvement and innovation

Desirable:
* Degree in Business Administration, Marketing, or a related field; MBA preferred.
* Proficiency in e-commerce WMS and automation opportunities
* Strong interpersonal skills with a confident, enthusiastic approach and a can-do attitude
* Experience of building sound business cases to support business objectives
* Able to prioritise and deliver complex projects and self-motivate, whilst working to strict deadlines and targets.

Following receipt of your application, you will be contacted by one of our experienced hire recruitment team.

As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.