At a Glance
- Tasks: Lead operations for a premium retailer, overseeing Lab, Stock Room, and Customer Service teams.
- Company: Established premium retailer with a strong presence in the UK and internationally.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Opportunity to shape a positive, high-performing culture and implement innovative sales strategies.
- Why this job: Be the operational leader driving efficiency and customer satisfaction in a thriving retail setting.
- Qualifications: Hands-on operational management experience in high-volume ecommerce or retail environments.
The predicted salary is between 40500 - 49500 £ per year.
Our client is a well-established premium retailer, trading across the UK and internationally. Their Glasgow site runs the Lab, Stock Room and Customer Service functions behind every order, and it needs a single operational leader to bring them together.
You'll be the operational lead for the Glasgow site, reporting directly to the CEO, owning the full order journey from goods-in and stock availability through lab processing, fulfilment, dispatch, returns and customer service. Three functional teams - Lab, Stock Room and Customer Service - report into you.
This is hands-on. Your first priority is embedding clear performance measures across Customer Service and the Stock Room, and sharpening what's already in place in the Lab, so all three run to the same rhythm. You'll also help build a new outbound sales capability inside Customer Service, planning and delivering telesales campaigns.
What You'll Be Doing
- Lead the Site & the Teams
- Act as operational lead for the Glasgow site, owning day-to-day standards, health and safety, and escalation of operational issues
- Lead, coach and develop the Lab, Stock Room and Customer Service Managers, building a positive, accountable, high-performing culture
- Set clear operating rhythms and hold teams accountable for agreed performance and behavioural standards
- Own workforce and capacity planning across Operations, aligning headcount, rotas and skills to sales forecasts and seasonal peaks
- Own the End-to-End Order Journey
- Own operational performance across the full order journey: goods-in, stock availability, lab processing, fulfilment, dispatch, returns and customer service
- Introduce and embed KPIs and performance reviews across all three functions, starting with Customer Service and the Stock Room
- Identify and implement process, system and automation improvements that cut errors, shorten lead times and lift the customer experience
- Track productivity, capacity and cost-to-serve, improving efficiency without defaulting to headcount
- Run Lab, Stock Room & Customer Service
- Oversee lab operations, keeping glazing and lens processing on quality, accuracy and turnaround standards
- Own Stock Room and fulfilment, from cycle counting and discrepancy investigations to goods-in, picking and dispatch performance
- Own the Customer Service function, setting standards for response time, resolution time and quality across every contact channel
- Handle complaints and escalations with clear ownership and timely resolution, and use contact and returns data to drive fixes elsewhere in the business
- Build the Outbound Sales Capability
- Help design and build a new outbound sales proposition inside Customer Service
- Plan, deliver and measure telesales campaigns in a way that protects service quality
- Partner Across the Business
- Give the CEO clear, regular visibility of operational performance, capacity, risks and recommended actions
- Partner with Commercial and Merchandising on stock availability, returns and customer sentiment, including Trustpilot performance
- Work with Buying and Trading to ensure operational capacity and service levels support ranging, replenishment and trading decisions
- Partner with Finance and People on budgets, cost control, workforce planning, recruitment and health and safety
What We're Looking For
- Must-Have:
- Proven, hands-on operational management experience across multidisciplinary teams in a high-volume ecommerce, retail, fulfilment or service environment
- A strong track record of introducing performance frameworks and KPIs, using data to lift productivity, service, quality and cost efficiency
- Experience of workforce and capacity planning, including preparing teams for promotions, seasonal peaks and changing demand
- Strong knowledge of stock control, fulfilment, customer service and process improvement
- A capable people manager who can coach managers, raise standards and build a positive, accountable, high-performing culture
- Confident acting as the main on-site lead for a multi-function site, making sound day-to-day operational decisions
- You’ll Stand Out If You:
- Have experience of lab or technical production operations
- Have developed or run outbound sales or telesales operations
Head of Operations in Glasgow employer: Forward Role Recruitment
Join a dynamic and innovative luxury fashion and eCommerce group in London as a Commercial Data Analyst, where your insights will directly influence strategic decisions. With a strong emphasis on employee growth, you'll have the opportunity to work closely with senior leadership, enhancing your skills in a collaborative hybrid work environment. The company fosters a culture of curiosity and creativity, ensuring that your contributions are valued and impactful as they embark on an exciting journey of data-driven growth.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations in Glasgow
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Head of Operations at Forward Role Recruitment!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Forward Role Recruitment or be willing to refer you for that Head of Operations position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Forward Role Recruitment who’s on the lookout for their next Head of Operations star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Head of Operations role at Forward Role Recruitment!
We think you need these skills to ace Head of Operations in Glasgow
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Forward Role Recruitment. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Forward Role Recruitment
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Forward Role Recruitment. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
