Head of Operations & Logistics in London

Hush is an ambitious and distinctive fashion brand, with plans to double the business over the next few years. Founded 20 years ago, we are now established as one of the UK’s leading online fashion retailers. We employ around 140 employees across head office and retail, creating and selling a beautiful range of women’s clothing and accessories characterised by effortlessness, simplicity and a laidback sense of style. Despite the challenges to the retail industry, Hush has continued to grow – and our company culture still reflects our entrepreneurial roots and relaxed aesthetic. We love hard-working and talented people with a can-do attitude and a passion for what they do.

We’re looking for a Head of Operations & Logistics to own the end-to-end journey of our product - from supplier to warehouse, through fulfilment, and all the way to our customers (UK and international). This is a pivotal role in shaping how we scale: smarter, faster, more efficiently, and always with the customer experience at the heart.

You’ll lead our Operations, Logistics and Customer Service teams, building capability, clarity and confidence across every layer of the function. You’ll bring structure where it’s needed, momentum where it matters, and a continuous improvement mindset that challenges how we do things today so we can do them better tomorrow. This is a role for someone who loves detail but thinks big. Someone who understands the complexity of global logistics, but also sees the opportunity in simplifying it. Someone who can balance cost, speed, compliance and service without losing sight of the brand or the customer. You’ll also be a key driver of how we modernise the function — using data, automation and emerging tech (including AI) to make smarter decisions, reduce friction, and unlock better visibility across the whole operation. Most importantly, you’ll be building a team and a function that doesn’t just react, but leads.

About the role:

• You’ll take ownership of our end-to-end operations and logistics strategy, ensuring everything from inbound freight to final delivery runs smoothly, efficiently and in line with Hush standards.
• Leading the full operations and logistics strategy across supply chain, fulfilment, customer delivery and international trade.
• Making sure products move efficiently from supplier to warehouse to customer, with clarity, control and visibility at every step.
• Owning our international trade and cross-border logistics, including customs, duty, VAT, Incoterms, documentation and freight partner performance.
• Managing and developing strong relationships with 3PL, couriers and freight forwarders, holding them accountable to service and cost expectations.
• Building clear ownership across Buying, Merchandising, Operations and suppliers so inbound flows are smooth and understood by all.
• Using data, systems and AI-enabled tools to improve decision-making, flag risks earlier and simplify complex processes.
• Leading continuous improvement across fulfilment, returns, inbound, customer service and cost-to-serve.
• Owning operational performance reporting — from service levels and delivery performance to landed cost, duty exposure and supplier efficiency.
• Planning for peaks, launches and promotions with confidence, ensuring capacity and service are protected.
• Building and managing operational budgets, with clear forecasting and accountability on cost lines including freight, warehousing and couriers.
• Driving innovation and improvement projects that genuinely move the needle on efficiency, waste reduction and customer experience.
• Leading, coaching and developing a high-performing team with clarity, energy and accountability.
• Embedding a culture of continuous improvement, ownership and commercial thinking.

About you:

• 7+ years’ leadership experience in operations, logistics, supply chain or eCommerce (fashion or retail ideal).
• Strong international trade and cross-border logistics expertise.
• Deep understanding of customs, freight, duty, Incoterms and landed cost.
• Proven experience leading teams and building capability in fast-paced environments.
• A track record of driving continuous improvement and operational change.
• Confidence using data, dashboards and BI tools to drive decisions.
• Experience with systems such as Microsoft Business Central / Navision.
• A strong grasp of automation, AI and how tech can improve operational performance.
• A calm, solutions-focused approach and strong commercial judgement.
• The ability to influence across teams and bring people with you.
• High attention to detail, with the ability to zoom out and see the bigger picture.

What good looks like:

• Operations feels calm, controlled and predictable - even when demand isn’t.
• Decisions are backed by data, not guesswork.
• Teams are clear on ownership and empowered to act.
• Problems are spotted early, not firefighted late.
• Cost, service and customer experience are in balance.
• Improvement is constant, not occasional.
• The function is a true partner to Trading, Buying and Merchandising.

Why you'll love it here:

• A supportive, dynamic, and creative workplace.
• Growth opportunities as we expand and innovate.
• Generous holiday allowance with flexible hybrid working options.
• Continuous professional development to keep you ahead of the curve.
• Social events that celebrate our collective achievements.
• Early-finish Fridays and flexible hours for a better work-life balance.
• Exclusive company discounts and perks.

Our Commitment:

At Hush, we embrace diversity as a strength that drives innovation and creativity. We are dedicated to building an inclusive workplace where individuality is celebrated, and everyone feels empowered to succeed. Our culture reflects our commitment to equal opportunities and respect for all.

No agencies please.