Operations Manager

Tilz is growing across direct to consumer, marketplaces, corporate gifting and trade, with sharp seasonal peaks and increasing international complexity. The Channel 4 campaign will create a significant commercial moment, and our operation must convert that attention into orders delivered on time, in full and to the required quality standard.

We are looking for a senior, hands on Operations Manager to lead demand planning, inventory, purchasing, inbound logistics, fulfilment, operational systems, customer experience and people. You will lead through the existing Warehouse Manager and Ecommerce and Logistics Executive, build clear controls and create capacity for growth. A key aim of the role is to release the Directors from day to day operational decisions.

The role also offers the opportunity to develop Tilz's own 3PL service and progress towards Head of Operations as the business develops.

The Role

Own and lead Tilz's operational system, from the point a product is approved for ordering through to delivery to the customer. You will build reliable planning, purchasing, inbound, fulfilment, reporting and people management disciplines, then develop the operating model for Tilz's own 3PL service once core operations are stable.

Key Responsibilities

• Demand, Inventory and Purchasing:
• Own demand forecasting and the consolidated stock plan by channel and location, using inputs from Marketplace, Sales, Marketing, historical performance and confirmed promotional activity.
• Own inventory strategy, stock allocation and replenishment rules across the UK warehouse, Amazon FBA and international fulfilment partners.
• Set reorder quantities and timing for existing products within budgets and authority limits set by the Directors, optimising container and pallet loads, and escalate only commitments above those limits.
• Raise purchase orders for existing products, and for new products after commercial sign-off, and prepare supplier payment schedules for release by finance within agreed controls.
• Connect demand, stock and purchasing decisions to cash-flow planning with finance support, escalating only material variances or commitments outside agreed limits.
• Monitor inventory health, stock cover, ageing, date codes, shortages and overstock risk, taking corrective action and escalating material decisions early.

• Suppliers, Inbound Logistics and Fulfilment Network:
• Manage production follow-up and delivery performance with suppliers from purchase order to shipment.
• Own inbound freight, freight forwarders, customs and shipping documentation through to delivery at the UK warehouse, Amazon FBA and international fulfilment partners, working through the Ecommerce and Logistics Executive.
• Own external fulfilment partners and outbound couriers, including contracts, SLAs, costs and escalated disputes.
• Own receipt checks and stock accuracy, resolving shortages and delivery issues with suppliers, and raising specification, quality and compliance issues with Product and Sourcing.
• Maintain landed cost records for the existing range and share actual costs with Product and Sourcing for new product cases.
• Identify continuity risks and maintain practical contingency plans for suppliers, freight routes, fulfilment partners, couriers and customer delivery.
• Ensure bespoke corporate and wholesale orders are planned and delivered against firm commitments.
• UK Fulfilment and Warehouse Leadership:
• Oversee goods in and daily and weekly fulfilment across DTC, marketplaces, corporate gifting and trade orders.
• Lead the warehouse operation through the UK Warehouse Manager, who remains responsible for day to day floor execution, staffing and workflow.
• Protect stock accuracy, order accuracy, on time dispatch, product presentation, food safety controls, allergen labelling controls and date code standards.
• Maintain date coded stock rotation on a first expired, first out basis, and plan marketplace shipments so that stock meets each channel's shelf life rules, including Amazon FBA minimums on arrival.
• Build capacity plans for Christmas, the Channel 4 campaign, bespoke corporate orders and other significant demand events.
• 3PL Service Development:
• Once core operations are stable, design Tilz's 3PL service for selected clients, covering cost to serve, a standard rate card for Director approval, systems, SOPs, onboarding, reporting and a capacity model that protects Tilz Collection's own service levels, particularly during Q4.
• Quote and onboard suitable clients within the approved rate card, client acceptance criteria and contract template, escalating non-standard pricing or terms to the Directors.
• Before onboarding clients, establish the agreed food safety, regulatory and insurance controls for storing and fulfilling client goods with specialist advisers, escalating only material exceptions to the Directors.
• Team Leadership and Customer

Experience

• Lead, coach and develop the operational team, with clear responsibilities, objectives and performance standards.
• Recruit and manage appropriate temporary capacity for peak periods through the Warehouse Manager.
• Set customer service, returns and escalation standards that support Tilz's commitment to fast, fair resolution, resolving refunds and replacements within agreed limits so that customer escalations no longer need Director involvement.
• Use complaints, returns and delivery failures to identify recurring problems, correct courier and operational process issues, and raise product issues with Product and Sourcing.
• Systems, Process, Reporting and Risk:
• Document core operational processes and drive continuous improvement across planning, purchasing, inbound, inventory control, fulfilment and customer experience.
• Own operational systems and integrations, including inventory, warehouse, order management and the operational configuration of Shopify connected tools.
• Report weekly on forecast accuracy, inventory health, stock cover, purchase orders and inbound shipments, dispatch performance, returns, productivity, fulfilment cost and operational risks.
• Own health and safety, facilities standards and operational risk control at the Leeds headquarters.
• Provide accurate stock, forecasting, purchasing commitment and fulfilment cost information to the Director and fractional finance support.
• Ensure required operational and marketplace compliance actions are completed and documented on time, working with the internal compliance coordinator and external technical compliance specialist.

Essential

• Substantial experience leading operations in an ecommerce, consumer product or multichannel fulfilment business.
• Strong demand planning and inventory management experience, with commercial understanding of stock as working capital.
• Experience managing purchase orders, inbound freight and customs for imported goods, directly or through a logistics team.
• Experience managing stock across multiple channels and locations, including Amazon FBA and external fulfilment partners.
• Experience managing or negotiating with logistics providers, couriers, fulfilment partners or operational suppliers.
• Evidence of leading through managers or supervisors and developing a small operational team.
• Experience managing date coded food or other regulated consumer stock, including rotation, shelf life and labelling controls.
• Evidence of preparing an operation for a significant seasonal peak, growth event or major channel launch.
• Confidence using forecasting, inventory and operational data to identify problems, make decisions and drive measurable improvement.
• A calm, practical leadership style, disciplined about building systems rather than becoming the permanent firefighter.

Desirable

• Experience with international ecommerce, Walmart, multi country fulfilment partners or building a contract fulfilment or 3PL service.
• Experience with inventory, warehouse or order management systems, Shopify integrations, or improving warehouse layout and goods in controls.

Benefits

• Ownership of the core operations function, an established team and the opportunity to build Tilz's own 3PL service.
• A central role in preparing Tilz Collection for Channel 4 exposure and international growth, with a clear pathway towards Head of Operations.
• £48,000 to £55,000 depending on experience; permanent and full time at our Leeds headquarters.
• Workplace pension, performance bonus, and training and development.

Tilz Prosperitas Limited is an equal opportunities employer committed to building a diverse and inclusive team.