Operations Standards Manager in Rugby

ABASK is a luxury marketplace dedicated to craft. We work with the world’s most exceptional artisans and makers to curate objects of enduring quality and design. From delicate glassware to statement furniture pieces, our operations team ensures every item moves through our supply chain with precision, care, and consistency.

We are looking for an Operations Standards Manager to maintain, develop and ensure consistent operational standards are applied across our Distribution Centre operations. This role will ensure that all operational processes—from inbound receiving through to packing and dispatch—are documented, maintained, developed, consistently applied, and aligned with ABASK’s luxury service standards. An important focus of the role will be maintaining, developing and implementing consistently packaging standards, ensuring that every order leaves our DC reflecting the quality and care our customers expect from ABASK.

The role will also act as a key interface between the Buying team, Customer team and the Distribution Centre, ensuring product requirements, handling needs, and presentation standards are clearly communicated and consistently executed operationally. Working closely with the DC leadership team and cross‑functional partners, the Operations Standards Manager will also represent ABASK within our third‑party logistics partner (3PL), ensuring our operational standards, packaging expectations, and customer experience requirements are clearly understood and consistently delivered.

• Maintain, develop, implement and document standard operating procedures (SOPs) across all DC workflows.
• Ensure operational processes are executed consistently and align with ABASK’s quality and service standards.
• Conduct regular process reviews and operational audits to ensure adherence to standards.

• Own and maintain ABASK packaging standards across all fulfilment processes.
• Ensure products are packed and presented in a way that reflects luxury ecommerce expectations while protecting delicate items in transit.
• Work with Buying, suppliers, and operations teams to define packaging requirements for new products or categories.

• Act as ABASK’s operational representative within our 3PL partner, ensuring our standards and processes are implemented effectively.
• Work closely with the 3PL operations team to maintain consistency, quality, and service levels.
• Support issue resolution and continuous improvement initiatives within the 3PL operation.
• Act as the primary operational interface between the Buying team and the Distribution Centre.
• Translate product requirements, handling considerations, and presentation expectations into operational processes.
• Partner with CX and logistics teams to address operational issues impacting the customer experience.

• Identify operational inefficiencies and lead continuous improvement initiatives.
• Analyse operational performance data (returns, damages, packing errors) to drive improvements.
• Support the implementation of new tools, systems, or operational processes.

• Develop and maintain process documentation and training materials.
• Support onboarding and ongoing training of operational teams to ensure standards are clearly understood and followed.
• Track and report on key operational quality and performance metrics.

• Experience in operations, fulfilment, or logistics within an eCommerce environment, ideally within luxury or premium retail.
• Experience working with or managing 3PL fulfilment partners.
• Strong experience developing or managing operational standards and process documentation.
• Understanding of packaging, product handling, and presentation standards in a customer‑facing fulfilment environment.
• Proven ability to work cross‑functionally with buying, operations, and customer experience teams.
• Strong organisational, analytical, and problem‑solving skills.

This role will particularly suit someone with a strong background in customer service within a luxury eCommerce environment who understands the importance of operational detail in delivering an exceptional customer experience.

• Detail-oriented and highly organised
• Passionate about operational excellence
• Comfortable balancing hands‑on operational engagement with strategic process improvement
• Able to communicate standards clearly and work collaboratively across teams
• Committed to maintaining the quality, care, and attention to detail expected from a luxury brand

• Be part of a company championing craft and exceptional design
• Play a key role in shaping the operational standards of a growing luxury marketplace
• Work in a collaborative and fast‑moving environment