Glassworks London
Senior Operations Manager - Fashion Ecommerce / Retail
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Founded in London, in 2010, Glassworks is a fresh London fashion brand - totally independent, style-obsessed and passionate believers in bricks-and-mortar boutiques as well as streamlined digital shopping. Our design-led stores and website are refreshed weekly with small runs of completely new fashion - meaning a constant feed of exciting new stuff to try on, helped along by the most dedicated and on it staff-turned-stylists on the planet. We are focused on scaling our ecommerce and retail channels in the UK and abroad - all whilst maintaining a strong design aesthetic, stylish atmosphere in store and strong customer focus.
THE ROLE
We are seeking a highly experienced Senior Operations Manager to own and scale the operational backbone of the business. This role is responsible for building structure, systems, and accountability across people, processes, and infrastructure, enabling the company to grow efficiently and sustainably.
This is a hands-on leadership role suited to an operator who thrives in complex, fast-moving environments and enjoys creating clarity, accountability, and momentum. The Senior Operations Manager will play a pivotal role in scaling the business from its current stage to the next level of growth.
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This role is based in our head office in London.
Responsibilities
- Own day-to-day operations, acting as the primary escalation point for critical operational issues and driving rapid, practical resolutions.
- Design and embed SOPs, KPIs, and operating rhythms that create consistency, accountability, and scalability across the business.
- Own the company’s operating cadence (weekly pulses, quarterlies, accountability frameworks)
- Continuously optimise operations as the business grows, identifying bottlenecks and implementing improvements across systems, processes, and partners.
- Work in close partnership with Finance to align operational execution with profitability targets, margin management, and disciplined cost control.
- People & HR Operations: Lead the HR Manager / HRBP to ensure effective recruitment, onboarding/offboarding, training, employee relations, and policy compliance across the organisation.
- IT & Systems: Launch and oversee the IT and systems management function, including hardware/software assets, internal systems, and ecommerce technical support, while driving ongoing systems improvement and BI capability.
- Facilities & Physical Operations: Ensure effective, cost-efficient facilities management across all retail stores and warehouse locations, maintaining high operational standards.
- Warehouse, Fulfilment & Logistics: Own warehouse and fulfilment performance, including stock integrity, order fulfilment, returns, logistics partners, and 3PL outsourcing where appropriate.
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Job Requirements
- 5-7+ years’ experience in operational management roles within scaling retail, ecommerce, multi-site, or operationally complex businesses.
- Demonstrated success in building and managing multi-disciplinary operational teams (HR, IT, facilities, warehouse/logistics).
- Proven track record of building and implementing SOPs, KPIs, and reporting structures in growing organisations.
- Hands-on problem solver with a structured, detail-oriented approach and the ability to operate at both strategic and executional levels.
- Commercially aware, with strong judgement around cost, service levels, and operational trade-offs.
- Confident leader with the ability to hold teams accountable and drive change.
- Highly organised, structured, and process-driven, with the ability to operate hands-on when required.
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