Head of eCommerce Operations - Help transform gold & silver investment

Join the UK's No.1 Bullion Dealer and help us empower people to take control of their wealth through tangible, valuable assets We're looking for people who are passionate about precious metals and excited about making a difference. BullionByPost is dedicated to providing individuals with a secure, simple, and trustworthy way to purchase physical precious metals. Our mission is to make gold, silver, and other precious metals accessible to everyone, whether for investment or collecting, by offering high-quality products, transparent pricing, and reliable delivery directly to customers’ doors. You will become part of an exciting, entrepreneurial business which over the last 15 years has grown our flagship brand BullionByPost.co.uk to become the UK’s No.1 online gold and silver bullion dealer, turning over more than £300m a year. Our portfolio also includes Gold.co.uk as well as fully translated, localised bullion websites across the EU and the United States, marking our rapidly expanding international footprint. What is the role? At Jewellery Quarter Bullion our mission is to create an accessible, simple & enjoyable customer experience across all of our brands and websites. As the Head of Operations in a fast paced ecommerce business you will play a critical role in helping us achieve this. You will oversee our day-to-day order fulfilment, ensuring every customer is dealt with to the very highest standards that we are renowned for. You will be responsible for managing the fulfilment and facilities teams and have oversight for operational risk management. We value individuals who thrive in our collaborative culture, demonstrate problem-solving prowess, are willing to roll up their sleeves and get stuck in, and have an inherent drive for excellence. You will develop an in-depth understanding of our products, our customers, and the bullion industry which will inform and guide your decision-making process. Trust and integrity are non-negotiable, forming the foundation of our success. Package Description Basic salary up to £60,000 to £70,000 DOE. Employee bonus scheme up to 30%. 25 days holiday (with the option to buy more). 8% Pension Contribution Private healthcare Cycle to work scheme (worth up to 5% of basic salary) Opportunities and budget for skills development Main Responsibilities Operational Oversight Oversee the end-to-end fulfilment process, ensuring all shipments are dispatched on time and correctly. Coordinate the efficient operation of goods in and out, maintaining a streamlined inventory system. Collaborate with other departments, including sales and customer service, to optimize cross-functional workflows. Monitor key performance indicators (KPIs) to identify areas of improvement and implement necessary changes. Implement and maintain inventory control systems, ensuring stock levels are accurate. Optimise operational costs & courier fees, identifying opportunities for efficiency improvements while maintaining high service standards. Develop and enforce operational policies and procedures to maintain consistency and quality across all business processes. Team Management and Development Lead and motivate the operations team, ensuring staff satisfaction, development, and retention and a dedication to achieving excellence in everything they do. Customer Focus Ensure that the customer remains at the centre of our focus and that they always receive a high quality, seamless customer journey. Facilities & Risk Management Ensure the office environment is functioning effectively, fostering a positive and productive atmosphere for the team. Ensure compliance with health, safety, and security policies. Risk management, including monitoring market conditions, operational risks, and implementing strategies to mitigate any potential disruptions. The Ideal Candidate Proven experience in a leadership role in an e-commerce business, in either logistics or retail operations. Strong organisational and multitasking skills with the ability to manage various aspects of operations simultaneously. Excellent communication skills, both verbal and written. Ability to lead and inspire a team, ensuring operational efficiency and a happy workforce. Knowledge of bullion or precious metals is advantageous but not required. A proactive and solution-oriented mindset. A collaborative team player who thrives in a dynamic, fast-paced environment.