Head of Operations

Full-time

Hours:

Full-time

Contracted

Hours:

39

Contract Type:
Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3RN

Head of Central Operations

Department:
Retail

Location:

Handforth

Band:
Band C

The Head of Central Operations leads our Central Operations function, ensuring every Pet Care Centre (PCC) delivers simple, consistent, and commercially sound operations that bring our strategy to life. Highly structured and exceptionally organised, the role requires the ability to programme manage multiple priorities simultaneously, balancing short term needs with long term strategic delivery through robust planning, governance, and prioritisation.

Accountable for retail operational communications, operational excellence, CPA, and cross functional alignment with Support Office and Distribution, the Head of Central Operations drives the flawless execution of change, retail initiatives, and process. They ensure information flows clearly and effectively communicating with PCC colleagues in a straightforward, action orientated way while also demonstrating the gravitas and credibility to influence, challenge, and manage stakeholders up to Exec level.

Success hinges on anticipating change, thriving in ambiguity, and constructively challenging established ways of working to build the world’s best pet care platform. Operating at the intersection of strategy, execution, and continuous improvement, the Head of Central Operations safeguards business performance by embedding operational excellence, strengthening governance, and driving data led decision making that supports sustainable growth and profitability.

• Shape and champion the Central Operations roadmap, which enables the business to meet its commercial, operational, and customer centric goals.
• Translate strategic goals into clear, actionable objectives for Retail Operations and Operational Excellence teams, nurturing a culture of accountability and resilience.
• Act as a visible ambassador for operational best practice, influencing senior stakeholders to adopt solutions that simplify work for PCC colleagues and elevate customer care.
• Continuously aligned to internal and external environments to anticipate emerging trends, enabling rapid adaptation and sustained competitive advantage.
• Anticipate risks, capacity needs, and operational pressures, providing proactive solutions and frameworks that support long-term success.

• Lead the Operational Excellence strategy, identify, quantify, and deliver improvements that streamline processes, reduce cost, and improve PCC productivity.
• Enhance test and learn methodologies, encouraging teams to experiment, learn quickly, and embed successful practices at pace.
• Champion a mindset of constructive challenge, empowering colleagues to question the status quo and co-create resilient, future proof solutions.
• Identify bottlenecks and inefficiencies, using analytical thinking to reengineer workflows and enhance productivity.
• Establish consistent standards, governance, and operating models that drive clarity, quality, and accountability across PCC and central functions.

• Champion a culture of evidence based operational leadership, ensuring that decisions are grounded in accurate, timely, and high-quality data, supported by strong insight, performance metrics, and transparent reporting across all areas of Operations.
• Leverage advanced data trends, analytics, and forecasting to anticipate operational needs, identify emerging risks and opportunities, and inform strategic choices that drive efficiency, service quality, and long-term business performance.
• Embed robust data governance and reporting routines, ensuring consistency, clarity, and alignment of insight across functions to support effective prioritisation.

• Own the PCC communications strategy, ensuring information is timely, concise, and easy to action enabling colleagues to deliver exceptional operational standards consistently.
• Oversee the creation and governance of all retail operational…