Location: Netherlands

Type: Permanent

Industry: FMCG

Job Ref: TGS1759

Our client is a leading European online retailer specialising in vaporisers and accessories, serving customers across the continent through a multilingual ecommerce platform.

As Head of Operations, you’ll take full ownership of all end‑to‑end operations across Europe — ensuring scalability, efficiency, and compliance while driving growth, exceptional service standards, and profitability.

The role

• Oversee daily operations across warehousing, fulfilment, logistics, customer service, and back‑office processes, ensuring discreet, on‑time delivery and an outstanding customer experience.
• Develop and execute a European operations strategy aligned with growth plans, commercial targets, and brand positioning — translating goals into clear KPIs and actionable roadmaps.
• Optimise inventory management, demand planning, and replenishment to balance availability, storage costs, and working capital across multiple markets.
• Manage and strengthen relationships with 3PLs, carriers, and logistics partners; negotiate contracts, monitor performance, and drive continuous improvement across cost, speed, and reliability.
• Partner with ecommerce, merchandising, marketing, and finance teams to support campaigns, product launches, and site updates — ensuring operational readiness and seamless execution.
• Enhance tools, systems, and workflows (e.g. WMS, OMS, returns handling) to improve automation, data visibility, and consistency across countries.
• Define and track key operational metrics (fulfilment SLAs, order accuracy, returns, logistics cost per order, CSAT) and use insights to identify bottlenecks and implement corrective actions.
• Ensure full compliance with regulations across all operating markets — including shipping rules, age verification, data protection, and consumer standards — in collaboration with legal and compliance teams.
• Recruit, lead, and develop a high‑performing operations team, fostering a customer‑first culture with clear ownership and professional development pathways.
• Lead or support strategic initiatives such as new market entries, warehouse transitions, packaging sustainability projects, and cross‑border efficiency improvements.

Requirements

• Fluency in English required; German or Dutch preferred.

• Demonstrated leadership in operations within ecommerce, consumer goods, or digital retail, ideally across multiple European markets.
• Proven success managing fulfilment, logistics, and customer operations in fast‑paced, high‑growth environments with measurable improvements in cost, speed, and service quality.
• Experience negotiating and managing 3PL, carrier, and supplier relationships.
• Strong track record in process improvement and implementing scalable systems (e.g. WMS, ERP, OMS, or BI dashboards).
• Exposure to regulated or age‑restricted product categories (e.g. vaping, cannabis accessories) is highly beneficial but not essential.

• Strategic thinker able to convert business goals into practical operational frameworks and KPIs.
• Strong analytical and problem‑solving skills; confident using data and dashboards to inform decisions.
• Inspirational people leader skilled at coaching, motivating, and developing cross‑functional teams.
• Excellent communicator and collaborator, effective across commercial, technical, and finance teams.
• Hands‑on and adaptable, equally comfortable with strategic planning and day‑to‑day execution in a scale‑up environment.