Head of Quality, Sustainability and CR Ops in Bristol

The purpose of the Head of Quality, Sustainability and CR Ops is to lead and continuously strengthen ELEMIS’ operational quality governance, environmental management, and corporate responsibility practices across the Operations function. This role safeguards product quality, protects brand integrity, and ensures compliance with company policy and UK regulatory requirements, while embedding robust governance and sustainability standards across the supply base and operational network. Reporting directly to the COO, this is a senior leadership position responsible for managing the Quality Control team and executing through both strong systems oversight and hands‑on operational involvement. The role ensures that ELEMIS maintains the highest standards expected of a global luxury beauty brand, balancing quality excellence, risk mitigation, compliance, sustainability performance, and commercial pragmatism.

Working in partnership with the Regulatory, Sustainability, Warehouse, Planning and Supplier Management teams, this role ensures that quality, environmental and corporate responsibility frameworks are not only compliant, but embedded, measured and continuously improved.

Key Responsibilities

• Quality Governance & Management Systems: Own and continuously improve the Quality Management System (QMS), ensuring it remains compliant, current, and aligned with business and regulatory requirements. Ensure the Quality Policy is communicated, implemented and embedded across Operations. Maintain and control all Operations SOPs, ensuring accuracy, relevance and adherence. Own document control governance for Operations and support document control for the Technical & Regulatory team. Ensure robust traceability procedures are maintained and annual product recall testing is completed and documented. Oversee the management of Non‑Conformance Reports (NCRs), ensuring root cause analysis, corrective actions and timely closure. Lead internal audits and support supplier audits to ensure compliance and risk mitigation. Manage shelf‑life extension processes in partnership with suppliers and technical teams. Maintain full audit‑ready documentation to support B Corp and regulatory requirements.
• Quality Control Operations: Lead, coach and develop a team of 4 Quality Control Technicians within the warehouse operation. Oversee daily QC execution including incoming goods inspection (AQL sampling), kitroom inspections, pallet inspections and export inspections. Ensure pre‑shipment inspection reports are issued accurately and on time. Monitor and analyse QC KPIs including rejected deliveries, inspection outcomes and complaint trends. Support resolution of customer complaints through investigation, trend analysis and corrective action. Oversee QC write‑offs and ensure governance and record‑keeping standards are upheld. Ensure product weights and dimensions are captured accurately and submitted weekly into D365. Conduct monthly facilities inspections in partnership with Warehouse and H&S, ensuring corrective actions are closed within agreed timelines.
• Supplier Governance & Corporate Responsibility: Own the Supplier Approval & Evaluation process, ensuring new and existing suppliers meet quality and ESG standards. Oversee issuance and review of Supplier Quality Questionnaires and Supplier Code of Business Conduct. Ensure appropriate due diligence is conducted. Conduct annual supplier risk analysis based on spend and ESG risk categories. Ensure suppliers above agreed spend thresholds complete EcoVadis risk mapping and are actively monitored. Establish and track supplier ESG and sustainability KPIs, encouraging year‑on‑year performance improvement. Conduct supplier audits as required to mitigate operational and reputational risk. Maintain CSR and supplier governance records to support B Corp reassessment and audit readiness.
• Environmental Management & Sustainability (Operations): Maintain and oversee the Environmental Management System (EMS) for Operations. Monitor and record energy, water and waste data, ensuring accurate logging and audit‑ready documentation. Ensure secure destruction certificates and waste records are retained appropriately. Support ESOS compliance requirements, including submission of annual ESOS Action Plans. Collect and validate CO₂ emissions data (transport upstream & downstream) and provide reporting to BI/Sustainability teams. Maintain sustainability data integrity to support dashboards, reporting and B Corp reassessment. Embed sustainability considerations within supplier governance and operational decision‑making.
• Operations KPIs & Reporting: Own and maintain Quality and Sustainability KPIs across Operations, including: Consumer complaints (UK, US, B2B), Rejected deliveries %, QC inspection metrics, Monthly CO₂ emissions and intensity (including air freight). Conduct monthly analysis, identify trends, and present insights and risk mitigation plans to the COO. Ensure all quality and sustainability reporting is accurate, timely and audit‑ready.
• B Corp & Compliance: Maintain all required documentation and evidence to support ongoing B Corp certification and reassessment. Ensure Operations meets all applicable UK regulatory standards in partnership with the Regulatory team. Proactively identify governance gaps or compliance risks and elevate appropriately.
• People Leadership: Lead, coach and develop the QC team, fostering accountability, precision and pride in quality standards. Create a culture of continuous improvement, ownership and operational discipline. Align team objectives with broader Operations and company strategy. Build strong cross‑functional relationships across Warehouse, Planning, Regulatory and Sustainability teams. Act as a role model for ethical conduct, governance discipline and brand protection.
• Other: Contribute to cross‑functional projects and operational strategy initiatives. Support implementation of new systems, reporting tools and process improvements. Act as a governance champion across Operations, influencing standards, behaviours and decision‑making.

Sustainability Responsibility: Ensure all duties carried out and actions completed in every aspect of your role contribute to the short and long‑term Sustainability Goals set forth by ELEMIS – Climate, Biodiversity & People Pillars.

Skills, Knowledge and Expertise:

• Quality & Governance Expertise: Strong knowledge of Quality Management Systems, audit processes, supplier governance and operational compliance within FMCG or beauty manufacturing/distribution environments.
• Luxury Brand Mindset: Understands the standards required to protect and elevate a premium global beauty brand. Demonstrates attention to detail and zero tolerance for quality compromise.
• Regulatory & Risk Awareness: Strong understanding of UK regulatory frameworks, with the ability to interpret requirements and translate them into operational controls.
• Sustainability & ESG Understanding: Experience managing environmental reporting, supplier ESG governance and sustainability KPIs within an operational context.
• Data & Analytical Capability: Confident interpreting quality, complaints and sustainability data to identify trends, mitigate risks and drive performance improvement.
• Leadership & Team Development: Proven experience managing and developing operational teams. Balances hands‑on involvement with strategic oversight.
• Influence & Collaboration: Able to influence cross‑functional stakeholders and external suppliers, balancing commercial pragmatism with governance discipline.
• Resilience & Ownership: Takes full accountability for standards, audit readiness and brand protection. Comfortable operating in a fast‑paced, evolving environment.

Benefits:

• We operate a Hybrid working model which means working any three days in our Filton Head Office and two days working from home.
• We also operate with flexible working hours, which means core hours are between 10am - 4pm.
• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more).
• Excellent well‑being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more.
• Generous Holiday Allowance, increasing with length of service.
• Company Pension Scheme.
• Healthcare Cash Plan (with Dental).
• Private Medical Insurance.
• Employee Assistance Programme for all Associates and their families.
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards.
• Much, much more!