Operations Director – Pet Drugs Online

Operations Director – Pet Drugs Online

We are a fast‑growing pet care e‑commerce business specializing in pet prescription medicines, pet food, and accessories. As Operations Director you will be a key member of the Senior Leadership Team, reporting to the Managing Director and responsible for the end‑to‑end operations of our business. Your role will focus on delivering excellent customer service, ensuring regulatory compliance, and driving massive efficiency gains across our operations.

Key Accountabilities and Responsibilities

Customer Contact Centre Operations

• Lead and develop a high‑performing customer service team, ensuring fast response times and high customer satisfaction.
• Implement technologies and processes to improve first‑contact resolution and overall service quality.
• Monitor key performance indicators (KPIs) such as response time, customer retention, and Net Promoter Score (NPS).
• Develop training programmes and quality assurance processes to maintain excellent customer interactions.

Warehouse & Fulfilment Operations

• Oversee inventory management and ensure accurate stock levels to meet demand efficiently.
• Implement process improvements and automation to enhance order fulfilment speed and accuracy.
• Optimise warehouse layout, picking, packing and shipping processes to reduce operational costs and errors.
• Ensure compliance with storage and handling requirements, particularly for prescription medicines.

Regulated Prescription Processing

• Ensure strict adherence to regulations governing handling, verification and dispatch of pet prescription medicines.
• Collaborate with veterinary professional colleagues to maintain best‑in‑class compliance.
• Implement robust checks and automated systems to minimise processing errors and regulatory risks.
• Stay up to date with legislative changes, ensuring operations adapt accordingly.

Logistics & Delivery Management

• Manage and optimise partnerships with third‑party logistics providers and couriers.
• Negotiate contracts and service level agreements (SLAs) to improve delivery speed and reduce costs.
• Implement tracking and reporting systems to monitor delivery performance and minimise delays.
• Develop contingency plans for seasonal demand spikes, disruptions and peak trading periods.

Courier & Carrier Relationships

• Establish and maintain strong relationships with multiple courier providers to ensure reliable and cost‑effective shipping solutions.
• Monitor courier performance, renegotiate terms where necessary, and drive continuous improvement in delivery times and success rates.
• Explore alternative last‑mile delivery options to enhance customer experience and service coverage.

Building Maintenance & Facilities Management

• Ensure the smooth operation and maintenance of warehouse and office facilities.
• Oversee building security, utilities and workplace safety standards.
• Plan for future expansion needs, ensuring facilities can scale with the company’s growth.
• Manage budgets and negotiate contracts for outsourced maintenance services.

Health & Safety Compliance

• Implement and maintain workplace health and safety policies in line with legal requirements.
• Conduct risk assessments and training to promote a culture of safety among employees.
• Ensure compliance with regulations related to handling, storage and transportation of prescription medicines and pet food.
• Regularly review and update emergency response plans and safety procedures.

Operational Efficiency & Continuous Improvement

• Identify bottlenecks and implement strategies to enhance efficiency across all operations.
• Leverage technology, automation and data analytics to streamline processes and reduce costs.
• Foster a culture of continuous improvement, encouraging innovation and best practices.
• Develop and monitor key operational KPIs, reporting to the Managing Director and senior leadership team on performance trends and improvement initiatives.

Leadership & Team Development

• Lead, mentor and develop operational teams, ensuring alignment with business goals.
• Foster a high‑performance culture, promoting accountability and continuous learning.
• Collaborate with cross‑functional teams to align operations with marketing, sales and product strategy.
• Build succession planning and talent development programmes to strengthen leadership within the operations function.

Experience & Qualifications

Essential

• Proven experience in a senior operational leadership role within e‑commerce, retail, logistics or a related field.
• Strong expertise in customer service, warehousing, logistics and compliance‑driven operations.
• A track record of improving operational efficiency, driving cost savings and enhancing customer experience.
• Excellent leadership, stakeholder management and decision‑making skills.
• Experience working in a regulated industry, ideally with prescription medicines.
• Data‑driven mindset with a focus on continuous improvement and innovation.

Desirable

• Degree in Business Administration, Marketing or a related field; MBA preferred.
• Proficiency in e‑commerce WMS and automation opportunities.
• Strong interpersonal skills with an enthusiastic, can‑do attitude.
• Experience building sound business cases to support business objectives.
• Ability to prioritise and deliver complex projects and self‑motivate, whilst meeting strict deadlines and targets.

Diversity, Equality, Inclusion and Belonging

As a BAME, LGBTQ+ and Disability Confident employer, we are keen to hear from candidates from all minority and diverse groups. We welcome applicants with disabilities and long‑term health conditions and can discuss reasonable adjustments during the recruitment process.

We May Use AI Tools in the Recruitment Process

We may use artificial intelligence tools to support parts of the hiring process, such as reviewing applications and assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.

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