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/.
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 i.