Head of Operations

6 months ago

Swansea, United Kingdom Something Different Wholesale Full time

**About Us**:
Founded over 25 years ago by our passionate CEO, who is not just a visionary but also a seasoned salesperson with a keen eye for giftware, Something Different has established itself as a leading international design and import Company within the giftware industry.

We have an extensive network of over 12,000 loyal customers worldwide. At the heart of our success is our exceptionally talented team, spanning across various departments, including our creative product development team, dedicated buyers, dynamic marketing team, and professional warehouse crew.

But what truly sets us apart is our warm and welcoming working environment. At Something Different, we take immense pride in fostering a friendly and collaborative atmosphere.

**The Role**:
As the Head of Operations, your primary goal will be to achieve operational excellence. You’ll oversee both the warehouse and customer care teams, leading initiatives to enhance operational performance and reporting directly to the CEO.

**Responsibilities**:

- Reporting to the CEO.
- Manage the site, lead the warehouse team and the customer care department.
- Work with senior management to set goals and create plans that promote the company’s growth.
- Identify opportunities for enhancement throughout the warehouse and customer experience, liaising with other departments to achieve maximum efficiency and effectiveness.
- Drive a culture of continual improvement.
- Collaborate with the Customer Care Manager to ensure excellent customer service.
- Oversee all aspects of warehouse operations, including goods in, facilities, manufacturing support, picking/packing, dropshipping and order fulfilment.
- Determine the appropriate staffing levels based on planned workload and assign resource appropriately.
- Ensure that all orders are processed accurately and dispatched for next day delivery in a timely manager.
- Take charge of on-site health & safety, ensuring adherence to regulations, policies, and procedures to maintain a safe working environment.
- Develop and implement efficient workflows and procedures to optimise productivity and minimise errors.
- Develop and implement efficient warehouse processes and procedures to streamline operations and improve productivity.
- Utilise your expertise in warehouse management systems to optimise inventory control, order processing, and warehouse layout to meet customer demands.
- Ensure compliance with company policies and procedures, addressing employee transactional matters as necessary, including performance management, absenteeism, investigations, disciplinary action, and grievance procedures.
- Inspire and motivate a team to achieve performance objectives and uphold exceptional standards of quality and accuracy.
- Foster collaboration with cross-functional teams, including logistics, purchasing, HR, and IT, to facilitate seamless co-ordination and communication.
- Monitor key performance indicators (KPIs) relevant to warehouse operations and customer care and implement corrective actions as needed to meet or exceed targets.
- Produce daily, weekly and monthly KPI’s and communicate to senior management.
- Liaising with transport companies, negotiating rates, and agreeing processes.
- Stay updated on industry trends and best practices in ecommerce warehouse management and health & safety to incorporate innovation solutions and maintain compliance.
- Manage your direct team and oversee their leadership and management skills.

**Your teams**:
You will be directly responsible for:

- Senior Supervisor
- Supervisors x 3
- Health & Safety Officer
- Customer Care Manager
- Facilities team x 2

**Requirements & Qualifications**:

- Bachelor’s degree desirable in supply chain management, logistics, business administration, or a related field.
- Proven experience (4 years minimum) in warehouse management.
- Expertise in warehouse management systems, with the ability to implement and optimise system functionalities.
- Excellent understanding of health & Safety regulations and best practices, with previous experience in implementing and managing on-site health & safety protocols.
- Strong leadership skills with the ability to inspire and mentor a team to achieve common goals.
- Experience of monitoring performance, with the ability to analyse data to identify improvements and successfully implement change.
- Proven ability to direct and co-ordinate operations with strong organisational and time management skills.
- Excellent communication skills (both written and verbal) with attention to detail.
- Cultivate and sustain a workplace environment that fosters employee engagement and involvement.
- Proactive with an eye for problem solving and continuous improvement (LEAN, KAIZEN or Six Sigma experience desired but not essential)
- Excellent PC skills and conversant with all Microsoft packages (Word, Excel, Outlook and PowerPoint)

**Hours / Working Pattern / Term**:

- Permanent
- 37.5 hours per week
- Monday - Friday,

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