Operations Excellence Lead

About the Role:

We are seeking an experienced and pragmatic Operations Excellence Lead to drive continuous improvement across our operations, ensuring efficient, reliable, and scalable processes that support business growth. This role is ideal for a systems thinker who combines operational experience with strong analytical capability to identify waste, implement best-practice methodologies, and embed a culture of measurable continuous improvement.

The Operations Excellence Lead will partner with cross-functional teams including Operations, Supply Chain, Customer Service, Technology, and Finance to define improvement priorities, lead transformation programmes, and deliver sustainable gains in productivity, quality, safety, and customer experience. The successful candidate will be hands-on in leading improvement workshops, designing metrics and dashboards, and translating strategic objectives into actionable operational plans.

Key Responsibilities:

Continuous Improvement & Process Optimisation

• Lead end-to-end continuous improvement initiatives using Lean, Six Sigma, Kaizen, or similar methodologies to reduce cost, cycle time, and defects while improving throughput and customer satisfaction.
• Design, map and optimise core operational processes across fulfilment, returns, customer service, and supplier operations to ensure scalable and resilient operations.
• Run root cause analysis (e.g., 5 Whys, Fishbone) and implement corrective actions, tracking effectiveness through clear KPIs and control plans.
  
  

Operational Strategy & Programme Delivery

• Translate strategic priorities into a roadmap of operational improvement programmes, setting clear milestones, benefits realisation targets and governance.
• Project-manage cross-functional change initiatives, ensuring timely delivery, stakeholder alignment and robust handover to business-as-usual teams.
• Partner with Technology and Data teams to identify automation, tool enhancements and integrations that reduce manual effort and improve data accuracy.
  
  

Performance Measurement & Insights

• Define, implement and maintain operational dashboards and standardised reporting to surface trends, risks and opportunities to senior stakeholders.
• Develop and monitor leading and lagging KPIs (productivity, quality, on-time delivery, cost per unit, first contact resolution) and use data to drive decisions and prioritise interventions.
• Conduct regular performance reviews with business teams, presenting actionable insights and tracking delivery of improvement actions.
  
  

Capability Building & Culture

• Coach and develop operational teams in continuous improvement techniques, operational problem solving and data-driven decision making.
• Promote a culture of accountability, experimentation and measurable improvements across operations.
  
  

What We’re Looking For:

• 5+ years experience in operations, continuous improvement or transformation roles, ideally within retail, eCommerce, logistics or customer service environments.
• Practical experience of Lean, Six Sigma or equivalent methodologies; Black Belt or similar accreditation is advantageous but not essential.
• Strong analytical skills with experience using data and business intelligence tools (e.g., Tableau, Power BI, SQL) to measure performance and guide interventions.
• Proven track record of leading cross-functional projects, influencing senior stakeholders and delivering measurable operational improvements.
• Excellent communication and coaching skills, with the ability to translate complex problems into clear, actionable plans.
• Comfortable working in fast-paced, ambiguous environments and able to balance short-term fixes with long-term capability building.
  
  

Why Join Us:

Join a collaborative and high-impact team where your improvements will directly enhance customer experience, operational resilience and business performance. We offer opportunities for professional development, exposure to strategic programmes and a supportive environment that values innovation and continuous learning.

Equal Opportunity:

We are an equal opportunities employer and welcome applications from all backgrounds. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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