Operations Manager, Soho Home

We are seeking a Operations Manager to join our fast-paced team and support the global growth of Soho Home. Reporting to the Head of Operations, The Senior Operations Manager will play a critical role at Soho Home owning end-to-end operational performance across global third-party logistics (3PL) and Delivery partners. This role is responsible for ensuring exceptional service delivery aligned with our brand standards, while driving operational efficiency, cost optimisation, and data-led decision-making across the operation. This role requires strong analytical capability, good commercial acumen, and proven experience managing complex international logistics networks.

• Set, monitor, and enforce SLAs, KPIs, and service standards in line with customer expectations
• Lead regular performance reviews with logistics partners, driving continuous improvement initiatives
• Deliver strategic projects from the Ops Roadmap to enhance performance across partners

• Analyse freight, warehousing, last-mile delivery, and returns costs to identify savings opportunities
• Build cost models and business cases to support strategic decisions
• Partner with Finance to support budgeting, forecasting, and long-term cost planning
• Drive margin improvement initiatives without compromising customer experience

• Analyse data sets relating to delivery performance, lead times, costs, and capacity
• Use data to anticipate risks, model scenarios, and support growth planning
• Champion a culture of data-driven decision-making across the operations function

• Work cross-functionally with NPD, Merchandising, Soho Support, Finance, Trading and Systems
• Communicate clearly and confidently with internal and external stakeholders

• Proven experience in a senior operations or logistics role within luxury retail
• Strong analytical capability with demonstrable experience working with large, complex data sets
• Advanced Excel skills and experience with BI tools and ERP systems
• Commercially minded with a track record of cost optimisation and margin improvement
• Excellent stakeholder management
• Comfortable operating in a fast-paced, high-growth environment

• Experience within furniture and interiors 
• Knowledge of international last-mile delivery models
• Experience supporting global expansion and multi-channel operations

• Highly analytical with strong attention to detail
• Strategic thinker with a hands-on, pragmatic approach
• Confident decision-maker, comfortable managing uncertainty
• Naturally collaborative with a positive outlook
• Passionate about operational excellence and customer experience