This is a senior, strategic leadership role with full ownership of end-to-end operations across order management, logistics, customer fulfilment, and 3PL performance. The successful candidate will join the Senior Management Team and play a pivotal role in scaling operations, improving service levels, and driving operational excellence across EMEA and beyond.
Reporting directly to the Managing Director, the Senior Operations Manager will lead a team of six and oversee all core operational activities, ensuring best-in-class execution, compliance, and customer experience.
This role offers significant scope to influence systems, processes, and culture within a dynamic, fast-paced multinational environment.
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Lead and manage all operational functions including order management, invoicing, returns, outbound logistics, rework activities, customer account support, and 3PL services
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Own customer order entry processes, including EDI integration, SLA management, dispute resolution, and service performance
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Lead, coach, and develop a high-performing, collaborative operations team, fostering a strong values-driven culture
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Develop and execute operational strategies to improve efficiency, scalability, service quality, and cost control
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Oversee onboarding of new customers, supporting contract review and operational readiness
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Manage and optimise rework and reverse logistics processes across the business
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Drive cross-functional alignment between Operations, Supply Chain, Finance, Sales, Product, and external logistics partners
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Act as the primary owner of 3PL relationships, including performance management, SLA governance, and continuous improvement
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Project manage systems and process enhancements across order management, returns, invoicing, reporting, and customer interfaces
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Define, track, and report on operational KPIs to drive accountability and performance improvement
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Ensure compliance with Irish, EU, and international customs, trade, import/export, health & safety, and environmental regulations
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Support the rollout and optimisation of a B2B portal for smaller retail customers
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Champion continuous improvement initiatives and support wider cross-functional projects
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Bachelor's degree in Business, Operations Management, Supply Chain, or a related discipline
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Minimum of 5 years' experience in operations management, with at least 3 years in a people leadership role, ideally within a multinational or fast-paced environment
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Proven experience leading end-to-end operations, including logistics, order management, and customer fulfilment
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Strong hands-on experience with Microsoft Great Plains or a similar ERP system
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Solid knowledge of Irish and EU trade compliance, customs processes, and international logistics regulations
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Demonstrated experience managing import/export documentation across EMEA and MENA, including post-Brexit trade requirements
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Strong analytical capability with advanced Excel proficiency and high attention to detail
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Excellent organisational, problem-solving, and decision-making skills
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Ability to manage multiple priorities and projects in a deadline-driven environment
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Strong stakeholder management and communication skills, with a customer-first mindset
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Track record of driving operational improvement and delivering premium service outcomes
