BusinessOperationsManager

**The Operations Manage** r owns the day-to-day running of the office and back-office operation. Reporting to the Operations Director, the role is responsible for delivering the implementation of ongoing projetcs (customer platform, loyalty program, returns process, etc), mapping and standardising all core operational processes, and embedding a measurable customer-service culture through clearly defined KPIs. This is a hands-on leadership role for someone who can both design better ways of working and make sure they happen consistently, day after day. **Requirements** ### 1\. Systems implementation — Business Central, Microsoft Customer Service, Sana Cloud, Shopify, Tasklet Warehouse Management system. • Lead the business-side implementation and roll-out of the Sana e-commerce platform, working with the Operations Director, internal teams and external vendors. • Coordinate user acceptance testing of the standard implementation and, subsequently, agreed customisations; document test scripts, log issues and track them through to resolution. • Ensure Sana and Dynamics 365 Business Central work together correctly across orders, pricing, stock and customer data. • Act as the operational point of contact for system vendors and the internal IT function, and drive adoption and training across the team once live. ### 2\. Process analysis & standardisation • Map, document and continuously improve all core operational processes, producing clear standard operating procedures (SOPs) that the team can follow consistently. • Review existing workflows to remove duplication, reduce errors and improve speed, with particular focus on the order-to-delivery cycle. • Establish version-controlled documentation so procedures stay current as systems and the business change. ### 3\. Order fulfilment, shipments & returns • Oversee accurate and timely order processing, picking, packing and dispatch in line with customer expectations and carrier commitments. • Own the returns process end to end