ECommerce Operations Manager (HYBRID) in Send, Surrey

60,000 + Bonus | Woking | Hybrid | Full Time Help us build the operational engine for a £10m ecommerce business Ltd is an established £5m sports equipment and games business , operating RAM Rugby, RAM Cricket and Uber Games. To achieve that, we need our Operations to become more efficient, data-driven and scalable. We're therefore looking for a Head of Ecommerce Operations to join our Senior Management Team and take genuine ownership of how the operational side of our business performs. You'll own the journey from demand forecasting and purchasing through international supply chain, freight, inventory, 3PL and fulfilment to Customer Service and returns . Improve inventory forecasting and availability. Reduce freight and fulfilment costs. Improve 3PL performance. Eliminate unnecessary manual processes. Create better operational data and reporting. We believe the next few years will fundamentally change how efficiently smaller businesses can operate. You do need to be curious about how AI, automation, integrations and better systems can remove repetitive work, improve forecasting and analysis, improve Customer Service and give management better information. If your instinct when confronted with a manual spreadsheet, repetitive administrative task or disconnected system is “there must be a better way of doing this” , you'll probably enjoy this role. You'll manage the international supply chain from overseas factories through freight and into UK fulfilment. You'll own our relationships with 3PL, freight and logistics partners. You'll establish meaningful KPIs around fulfilment accuracy, OTIF, delivery performance, returns and cost per order and hold partners accountable for performance. Customer Experience You'll provide leadership to Customer Service and establish clear reporting around response times, complaints, refunds, returns and customer satisfaction. You'll use data to identify opportunities and lead projects through to completion. That might mean improving demand forecasting, automating a manual workflow, renegotiating a freight contract, implementing new software, changing a 3PL process or using AI to transform how Customer Service operates. You'll have strong hands-on experience in a physical-product ecommerce or multi-channel business , ideally an entrepreneurial SME or scale-up. forecast → purchase → supplier → freight → stock → 3PL → order → fulfilment → delivery → return → customer. Inventory and demand planning. ~ Overseas suppliers. ~ International freight. ~Ecommerce operations. ~ Operational systems and data. ~ Most importantly, you'll be able to demonstrate where you've actually improved things — reduced costs, improved stock availability, released working capital, changed a 3PL, implemented systems, automated processes or improved customer performance. Experience with Shopify, Amazon, marketplaces, WMS/ERP/inventory systems, AI or automation tools would be particularly valuable. This is an opportunity to have genuine influence in an established entrepreneurial business. You'll report directly to the Managing Director, sit on the Senior Management Team and have significant autonomy to change how the business operates. And we're ambitious enough that the systems and processes you build will help determine whether we successfully grow from £5m to £10m . If you're an ecommerce operator who gets satisfaction from making businesses simpler, faster, better and more profitable , we'd like to hear from you.