Job Details

Job title

Operations Manager, House of Hackney


London, United Kingdom


Senior Manager





Full-time, Salary Unspecified

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Job Description

Responsible for the logistics and system operational strategy and implementation into the business, as well as supporting the business use of Bright Pearl, improvements, and change management. Ensuring the business is running at it’s most efficient and at the best possible margin, amplifying customer experiences.

Training teams on roll-out of new processes and improvements.

The Ideal Candidate

Key Responsibilities and Duties

  • Work hand in hand with customer services and sales team to ensure the customer expectations and delivery promises are met at all times
  • Resolve urgent order fulfilment issues as they arise, especially related to shipping and logistics
  • Review, plan, supervise and deliver any training relating BrightPearl processes and procedures
  • Ensure compliance of all processes and activities within the Warehouse and adherence to the Global SLAs
  • Manage performance of all operational business processes and ensure all exceptions are dealt with, within a timely manner updating relevant teams throughout
  • Identify, suggest and implement operational efficiencies through knowledge and best-practice, including ways to drive cost reductions, service synergies and enhancements to customer experience
  • Continuously monitor and report on all external agencies activities against Key Performance Indicators, measuring operational efficiency in conjunction with Supply Chain
  • Ensure performance across all operational functions focusing on quality, effectiveness and accuracy
  • Work with the Supply Chain and sales team stakeholders to oversee and supply accurate Goods In and Outbound order forecasts to all applicable external agencies
  • Manage day to day carrier relationships including regular reviews and discussions pertaining to documentation requirements, reporting and service enhancements, service failures etc, as well as all claims, in conjunction with Supply Chain
  • Manage all drop ship integrations and monitor and report on performance. Suggest future opportunities to ensure operational efficiency
  • Ensure all orders are correctly packaged (in line with Company standards). Any failures are investigated with all external agencies and are reported and escalated
  • Manage packaging supplies and ensure accurate and timely ordering and delivery of all packaging
  • Co-ordinate and record all stock takes publishing results to the business. Define and roll out stock movement processes to support the accurate stock, under 1% variance.
  • Ensure stock accuracy across all areas of the business and closely monitor all stock losses to ensure its kept to a minimum
  • Manage the relationship with a development agency to ensure all company developments and projects are correctly prioritised, delivered on time and into the budget
  • Scope, flag and put into work logistic and operational requirements for planned business expansion. For example, the global gallery set up. 
  • Regularly review business process and tools to suggest developments and improvements. Researching innovative industry developments to ensure House of Hackney stays future proof and is able to scale to deliver strong growth targets
  • Manage and monitor current and future system integrations, ensuring correct user actions, accurate functional results and business expectations are met. Flag and manage and fixes required within integrations.
  • This role will require regular travel to the warehouse  
  • Uphold company values and ensure the supply chain uses the most eco-friendly materials and methods possible. Liaise with suppliers and 3rd parties to ensure they are continuously updating and researching their eco methods and credentials. 
  • Review monthly costs from 3PL and ensure invoices are correct. Identify areas for cost-saving
  • Support special events/ projects with set up and operational process
  • Provide business manuals for system and process changes.

The Ideal CandidateSkills, Experience & Qualifications

  • Experience working with various operational and payment systems
  • Demonstrate experience managing an Omnichannel Warehouse and Fulfilment Centre (preferably in luxury fashion)
  • Demonstrated partnership with multiple global and localised carriers
  • Excellent oral and written communication skills and experience working with customers internally and externally
  • Possess excellent business judgment, be resourceful, able to manage ambiguity and prepared to get involved if needed
  • Commercially astute with strong analytical skills
  • Highly organised with the capability to multi-task and prioritise to meet tight deadlines
  • Confident and motivated with the ability to influence

Key Relationships

  • Supply Chain & Merchandising
  • External partners
  • Omnichannel sales teams
  • Customer Services, Aftersales

About Us

After a decade of bland minimalism the brand captured the zeitgeist with its collections of British-made collection of prints and products that are steeped in tradition but are bold and subversive for a truly modern statement.

Today, House of Hackney has evolved into a successful British-made brand incorporating interiors, fashion and lifestyle divisions. House of Hackney has achieved cult status amongst its loyal customer-base of tastemakers, celebrities and interior designers and has become the British brand to go to for its iconic printed collections.

With an aesthetic influenced by English heritage, albeit with a thoroughly modern interpretation, it was paramount to the founder’s vision that British-made materials and manufacturing would be used, keeping production close to home and supporting small traditional industries and creating local employment.

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“This House is a safe space to let your creativity run wild as we work collaboratively to shape the future of the brand. This House is filled with characters, each bringing their own sought-after skills and a unique sense of magic. This House feels like home.”

Thomas, Global Communications Manager 

“As part of the production team, I have incredible opportunities to work closely with our beautiful product at every stage of its journey while simultaneously supporting small-scale, UK-based suppliers who are true experts in their craft. I feel motivated by the eco-conscious approach taken not only to our production processes and products, but also within our office and beyond. It feels very special to work in a creative environment alongside a team who are passionate and supportive of both the brand and each other.”

Astrid, Production Coordinator 

“House of Hackney has given me exciting opportunities, both professionally and personally. As a representative of our Global Sales team, I’ve travelled to many countries around the world, showing previews of our collections to interiors designers and valued Trade clients. Back at our London studio, the team feels like a family that shares a passion for this beautiful brand and its eco-conscious values. We are encouraged to grow, learn, flourish, do good and take a balanced approach to work and our lives outside it.”

Lorna, Junior Sales Lead