The Opportunity
This is a build and development role. Operations is the engine that allows our growth through logistics, 3PLs, stock, ERP, international flow of goods, aftercare and retail support. We need someone who lives for the detail, sees ten steps ahead, and gets genuinely excited about building something that will scale beautifully from where we are today to where we want to be.
You will be Métier’s first Operations Director, reporting directly to the CEO and building out the function, starting with one direct report (our Operations Coordinator) and growing the team as the business does. This is a role for someone who has already done a similar journey in a luxury or premium brand, knows exactly what good operations looks like at our stage, and wants to make their mark on a business they can be proud of.
This is a full‑time role, reporting to the CEO, based in our beautiful central London offices.
Main Duties & Responsibilities
Logistics, 3PL & Shipping
- Own relationships with our 3PL fulfilment partners across UK, Italy and US; alignment with SLAs, KPIs and contractual expectations
- Continuously improve warehouse performance (inbound, outbound, inventory accuracy, lead times) through onsite audits and structured business reviews
- Monitor and optimise shipping costs across production, DTC and internal flows; renegotiate courier rates and service levels as we scale
- Lead decision‑making on our cost‑efficient operational structure as the business grows
Stock, Flow of Goods & ERP
- Own the flow of goods across the business – from Italian production into our warehouses and out to customers worldwide
- Drive stock accuracy and tight inventory control across UK, Italy and US
- Lead stock takes and operational excellence to minimise shrinkage and stock variance
- Partner with Finance on revisiting the ERP setup (Brightpearl and Xero), owning the operational side of the data flow and systems architecture
- Ensure clean, real‑time visibility of stock, orders and operational data for the wider business
International Operations & Cross‑Border
- Lead operational decision‑making on international structure – 3PL footprint, customs, tariffs, VAT and duties
- De‑risk and optimise cross‑border flow of goods as we expand into new markets
- Stay ahead of regulatory changes affecting our cross‑border setup, working closely with CFO and external advisors
Aftercare, Retail & Wholesale Operations
- Manage the Aftercare / Repair service programme in collaboration with production and DTC sales teams
- Oversee retail operational needs, partnering with the Head of Retail to ensure stores are fully supported with packaging, replenishment, in‑store ops
- Lead wholesale shipment operations and ensure seamless execution
- Support upcoming product launches and initiatives with operational readiness planning
Team, Systems & Ways of Working
- Manage and develop the Operations Coordinator; build out the team as the business scales
- Build and maintain SOPs, documentation, escalation paths and decision‑making frameworks
- Identify gaps in the operating model and implement structured, scalable solutions – not short‑term fixes
- Lead the operations function’s adoption of AI and automation tools
Strategic Partnership
- Partner closely with the senior team: Finance, Merchandising, Retail, Customer Experience and Product
- Translate growth plans and demand trends into proactive capacity and resource planning
- Bring an operational lens to commercial decisions: new markets, store openings, channel mix, pricing
Who You Are
You are an organiser at your core, see the system before anyone else. You understand that operations in a luxury, craft‑led business is different: pace and cost matter, but never at the expense of the product or the customer experience. You are at your best when building, and you are hungry for the autonomy to do it your way.
Essential
- Existing Operations Director (or directly equivalent) in a similar‑sized luxury, premium or D2C brand
- Hands‑on and strategic, with experience scaling operations in a fast‑growing business
- Deep 3PL, warehousing and shipping experience; strong existing carrier and 3PL relationships welcome
- Multi‑country operational experience (UK / Italy / US, or directly comparable); strong working knowledge of cross‑border tariffs, duties, customs and VAT
- Demonstrable experience embedding AI and automation into operations
- Exceptional, almost obsessive levels of organisation – nothing gets dropped on your watch
Ideal background includes two or more of:
- Luxury or premium consumer brands
- D2C or digital‑first retail with international footprint
- Manufacturing‑led businesses, especially with European production
- Fast‑growing scale‑ups that have visibly scaled from small to large
What Success Looks Like Year One
- A smooth, tightly controlled flow of goods across UK, Italy and US
- 3PL and shipping costs optimised – better terms, lower cost, improved DTC and internal flows
- Stock accuracy and supply chain visibility at a step‑change level
- Simpler processes, sharper SOPs, and a clear operating model that the wider business can rely on
- A clear, credible plan for how operations supports the business growth
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