Overview
The Role: We are seeking a Operations Manager to join our fast-paced team and support the global growth of Soho Home. Reporting to the Head of Operations, the Senior Operations Manager will own end-to-end operational performance across global third-party logistics (3PL) and delivery partners. This role is responsible for ensuring exceptional service delivery aligned with our brand standards, while driving operational efficiency, cost optimisation, and data-led decision-making across the operation. This role requires strong analytical capability, good commercial acumen, and proven experience managing complex international logistics networks.
Key Responsibilities
- Global 3PL & Logistics Management: Set, monitor, and enforce SLAs, KPIs, and service standards in line with customer expectations
- Lead regular performance reviews with logistics partners, driving continuous improvement initiatives
- Deliver strategic projects from the Ops Roadmap to enhance performance across partners
Cost Control & Commercial Performance
- Analyse freight, warehousing, last-mile delivery, and returns costs to identify savings opportunities
- Build cost models and business cases to support strategic decisions
- Partner with Finance to support budgeting, forecasting, and long-term cost planning
- Drive margin improvement initiatives without compromising customer experience
Data Analysis & Reporting
- Analyse data sets relating to delivery performance, lead times, costs, and capacity
- Use data to anticipate risks, model scenarios, and support growth planning
- Champion a culture of data-driven decision-making across the operations function
Stakeholder Management
- Work cross-functionally with NPD, Merchandising, Soho Support, Finance, Trading and Systems
- Communicate clearly and confidently with internal and external stakeholders
Essential Skills & Experience
- Proven experience in a senior operations or logistics role within luxury retail
- Strong analytical capability with demonstrable experience working with large, complex data sets
- Advanced Excel skills and experience with BI tools and ERP systems
- Commercially minded with a track record of cost optimisation and margin improvement
- Excellent stakeholder management
- Comfortable operating in a fast-paced, high-growth environment
Desirable
- Experience within furniture and interiors
- Knowledge of international last-mile delivery models
- Experience supporting global expansion and multi-channel operations
Personal Attributes
- Highly analytical with strong attention to detail
- Strategic thinker with a hands-on, pragmatic approach
- Confident decision-maker, comfortable managing uncertainty
- Naturally collaborative with a positive outlook
- Passionate about operational excellence and customer experience
Benefits
- Annual Every House Membership
- 50% off Food & Drink, 7 days a week
- Staff Room Rates
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy on Fridays
- Season Ticket Loan
- Christmas Office Closure
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice
- Free Counselling Sessions
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate
- Continuous training to develop yourself personally and professionally
- Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to
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