Operations Director – Pet Drugs Online

About Inspiring Vet Care and Pet Drugs Online

Inspiring Vet Care (IVC) Evidensia stands as the foremost veterinary care organisation across the UK and Europe, comprising over 900 practices and referral hospitals unified by their mission to foster happier animals and owners alike. Pet Drugs Online, a leading UK-based online pet pharmacy and retailer, offers pet owners quick and reliable access to trusted medications, healthcare supplies, and essentials. As part of IVC Evidensia, Pet Drugs Online enjoys the agility of a dynamic ecommerce business alongside expert veterinary support.

Role Overview

We seek an Operations Director to join our Senior Leadership Team, reporting to the Managing Director, to oversee all operational aspects of Pet Drugs Online. This role focuses on delivering outstanding customer service, ensuring full regulatory compliance, and boosting operational efficiency amidst rapid company growth. The ideal candidate will be an experienced strategic leader with a solid background in ecommerce logistics, customer operations, and preferably the pet healthcare industry.

Primary Responsibilities

• Lead and develop a high-performing customer service team by implementing processes and technologies to ensure rapid responses, excellent first-contact problem solving, and elevated customer satisfaction metrics such as Net Promoter Score.
• Oversee warehouse and fulfilment operations, including inventory management, process automation, layout optimisation, compliance with handling prescription medications, and reducing operational costs and errors.
• Ensure rigorous compliance with regulations for handling and dispatching pet prescription medicines through collaboration with veterinary professionals and deployment of automated checks.
• Manage logistics and delivery, including partnerships with third-party couriers, contract negotiations, performance tracking, and creating contingency plans for peak demand and disruptions.
• Maintain robust courier relationships, monitor service levels, and explore innovative last-mile delivery alternatives to enhance customer experience.
• Supervise building maintenance and facility management, covering security, utilities, workplace safety, budgets, and future expansion planning.
• Implement and uphold workplace health and safety standards, conduct risk assessments, promote safety culture, and stay compliant with regulations concerning prescription medicine handling.
• Drive continuous operational improvements by identifying bottlenecks, leveraging technology and data analytics, and fostering a culture of innovation and accountability.
• Lead, mentor, and support operational teams, promoting alignment with corporate aims, leadership development, and cross-functional collaboration.

Experience and Qualifications

• Proven senior leadership experience in operations within ecommerce, retail, logistics, or related sectors.
• Expertise in customer service, warehousing, logistics, and compliance-centered operational management.
• Demonstrable success in improving operational efficiency, achieving cost reductions, and heightening customer experience.
• Strong leadership, stakeholder engagement, and decision-making skills.
• Experience within regulated industries, especially involving prescription medications, is advantageous.
• Data-driven approach focused on continuous improvement and innovative solutions.
• Preferably holds a degree in Business Administration, Marketing, or related discipline; an MBA is a plus.
• Familiarity with e-commerce warehouse management systems (WMS) and use of automation technologies.
• Excellent interpersonal abilities, a proactive attitude, and capacity to manage complex projects effectively under deadlines.

Diversity and Inclusion

We embrace diversity, equality, and inclusion, encouraging applicants from all minority and diverse communities including those with disabilities or long-term health conditions. Reasonable adjustments during recruitment processes can be discussed.

Employee Benefits

• Healthcare Cash Plan
• Cycle to Work scheme
• Green Cars salary sacrifice scheme
• Flexible voluntary benefits allowing personalized selections
• Staff discounts on pet care products
• Access to cashback and discounts from multiple retailers

Additional Information

This role involves onsite work at our Bristol location. Our recruitment process may utilize AI tools to aid application review and candidate assessment, though final decisions are made by our recruitment team.