Senior Manager, Fulfilment Operations

Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How We Started

Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We’ve grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.

Where We Are Now

We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We’re looking to do the same in 2025; move into new territories, and further accelerate our growth journey.

Where We’re Going

Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

The Opportunity

We are seeking a highly experienced Senior Manager - Fulfilment to direct the UK Fulfilment operation and oversee all day-to-day pharmacy and fulfilment activities at our UK Hub to ensure customer promise and SLAs are met in line with quality targets across all brands in the group. This will include manufacturing output and clinical standards within the pharmacy. Serving both retail and direct to consumer customers as well as collaborating with the Clinical Team to ensure operations remain compliant and high quality at all times. Serve as part of the Global Operations SLT.

This is a full time, permanent role, and you will be based on site in our new hub in Royal Leamington Spa. The role reports to the Global Director of Pharmacy and Fulfilment Operations and you will be supported by a number of direct reports, including an Ops Manager and team leads across multiple departments.

What You'll Do

• Team and Stakeholder Management
  • Oversee all day-to-day activities at the site to ensure smooth running of operations.
  • Line manage Dispensary Team Leads, Ops Support, and Warehouse Coordinators, ensuring all direct reports are accountable for their outputs.
  • Develop and implement a data-led performance management framework for all roles on site; drive engagement on site as a leader on the Employee Voice Committee and oversee the associated engagement budget.
  • Promote and drive engagement on the site, including being a key stakeholder in the Employee Voice Committee and overseeing associated engagement budget.
  • Collaborate with the internal and external stakeholders across Supply Chain, Clinical and Manufacturing functions.
• Pharmacy and Fulfilment Operations
  • Oversee efficiency of site operations, and own the total Pharmacy and Fulfilment CtS budget and SLAs for the site.
  • Prepare regular reporting for budget and SLAs, attend weekly performance meetings and recommend actions based on analysis.
  • Own operations cost centre including budgeting and re-forecasting processes.
  • Oversee and optimise labour plan each week in line with demand and cost to serve targets.
  • Undertake labour and capacity planning, and set appropriate hiring targets in line with growth forecasts.
  • Ensuring robust performance metrics are in place for individuals, and that we track productivity on all activities.
  • Identify and deliver improvement projects for the site to increase productivity and support the business to scale.
  • Oversee all aspects of outbound fulfilment inc. logistics supplier relationship, budget and carrier performance.
  • Oversee returns process with clear steps to drive corrective actions in the dispensary/outbound process to reduce returns rate.
  • Optimise outbound planning to reduce customer lead time and reduce shipping cost per unit.
  • Ensure all necessary operational processes are in place to launch new treatments.
  • Communicate any system changes needed to improve productivity, and collaborate with cross-functional stakeholders to implement these effectively.
  • Supporting the ERP implementation project.
• Quality and Governance
  • Partner with the clinical team to ensure operations remain compliant at all times, and support quality improvement projects as required.
  • Ensure processes are implemented in line with SOPs and adhered to by the team to ensure quality and compliance of operations.
  • Oversee reporting in line with quality framework, ensuring data is accurately inputted by the team.
  • Ensure appropriate operational training is available and completed by team as required (onboarding and continuous).
  • Readiness for regulatory inspection from external bodies / auditors.
  • Ensure all necessary operational SOPs are in place, up to date, and signed by relevant team members.
• Manufacturing Output
  • Oversee the production of a number of compounded products for our Dermatica, Rocket RX and MedExpress brands.
  • Partner with the Head of Pharmaceutics to ensure training, batch control and reporting requirements are maintained.
  • Work with clinical leadership to ensure all quality standards are met, with regular audits and external testing processes in place and managed.
  • Manage inventory levels of both raw and finished goods throughout the facility while ensuring correct storage requirements are met.
• Warehouse Management
  • Oversee all aspects of facilities and site management, ensuring appropriate risk assessments, policies, and processes are in place.
  • Take accountability for warehouse security and health and safety, to ensure we provide a safe working environment.
  • Oversee replenishment processes to ensure enough stock is available in the dispensary (escalating to Supply Chain when stock is low).
  • Explore and implement automation opportunities within the warehouse / packing process.

What You'll Bring To HeliosX

• Established leadership experience within a large fulfilment centre or similar environment.
• Strong understanding of operational excellence and process improvement, with multiple examples delivering initiatives that have driven efficiency and productivity.
• Experience of full site budget ownership, target setting, and tracking performance / SLAs / key metrics.
• Operational experience within eCommerce / direct to consumer environments, with high volume and fast moving products.
• Extensive management experience leading large, multilayered teams; you can motivate people, drive engagement, and hold teams accountable to performance targets.
• Experience overseeing flexible labour models in line with demand planning.
• Experience working with logistics and other operational service providers, negotiating pricing and contracts.
• Data literate, with high levels of proficiency in Excel or Google Sheets and the ability deep dive into data and interpret analysis.
• Exceptional communication and stakeholder management skills, with the ability to exert influence and build effective relationships with colleagues at all levels in the business.
• Safety management experience - IOSH Managing Safely as a minimum.
• Prior experience in pharmacy dispensing not a requirement, but would be an advantage.

Life at HeliosX

• Generous equity allocations with significant upside potential.
• 25 Days Holiday (plus UK Bank Holidays).
• Private health insurance, along with extra dental and eye care cover.
• Pension scheme.
• Enhanced parental leave.
• Cycle-to-work Scheme.
• Electric Car Scheme.
• Free Dermatica and MedExpress products every month, as well as family discounts.
• Home office allowance.
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget.