Operations Director – Pet Drugs Online

Keynsham, Bristol, England Pet Drugs Online – Operations /Pet Drugs Online [1035] /Hybrid 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 we expand, our focus remains on delivering excellent customer service, ensuring exceptional regulatory compliance, and driving massive efficiency gains across our operations.

As Operations Director, you will be a key member of the Senior Leadership Team, responsible for the end-to-end operations of our business. Reporting to the Managing Director, you will oversee critical operational functions, ensuring they run efficiently, effectively, and in alignment with our ambitious growth strategy

The Operations Director will lead the operational strategy for Pet Drugs Online, focusing on the provision of excellent customer service, regulatory compliance, the delivery of an increasingly efficient operation. This role requires a strategic leader with a deep understanding of e-commerce logistical and customer operations and ideally the pet healthcare market.

Key Accountabilities/Responsibilities:
As Operations Director, you will have end-to-end responsibility for our operational functions, ensuring they are efficient, scalable, and aligned with our ambitious growth plans. Your leadership will be crucial in optimizing performance, maintaining regulatory compliance, and enhancing customer satisfaction.

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 programs 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 the 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…