Head of Operations & Warehouse
About Phoenix 2 Retail
Phoenix 2 Retail is the leading wholesaler specialising in vaping and nicotine products, providing innovative route-to-market solutions for global brands. Our mission is to become the world's leading supplier of smoking alternatives, built on the pillars of responsibility, innovation, education, and sustainability, to create a better future for retailers and consumers.
Our Values
Our "I CARE" values represent our commitment to fostering a culture of positive influence, unwavering commitment, individual and collective accountability, ethical responsibility, and the relentless pursuit of excellence. These values guide our actions and decisions, ensuring we deliver outstanding results for our clients and employees.
Role Overview
We're looking for a hands-on, commercially minded Head of Operations & Warehouse to take ownership of our warehousing, logistics, and operational strategy. You'll oversee a Warehouse Manager, who runs the day-to-day warehouse floor operation, and an Operations Manager, who looks after the wider operations team, while you focus on setting direction, driving efficiency and safety at a strategic level, and working closely with senior stakeholders to ensure the operation scales in line with the business. You'll turn operational data into decisions, keep standards high, and build a team that takes pride in getting it right.
Key Responsibilities
- Lead and hold overall accountability for warehouse and operations performance, with a Warehouse Manager and an Operations Manager reporting into you.
- Oversee the Warehouse Manager, who is responsible for day-to-day warehouse activity including goods-in, picking, packing, and dispatch.
- Oversee the Operations Manager, who is responsible for leading and developing the wider operations team.
- Provide clear leadership and direction across both functions, ensuring roles, responsibilities, and reporting lines are well defined.
- Set the operational strategy and direction, empowering the Warehouse Manager and Operations Manager to deliver against agreed objectives.
- Hold regular one-to-ones and performance reviews with the Warehouse Manager and Operations Manager, providing coaching, support, and clear objectives.
- Review and challenge operational performance against KPIs, stepping in with the relevant manager to resolve issues affecting service or output.
- Build capability and resilience within the operations team through training, development plans, and succession planning.
- Own overall health & safety across the warehouse and operations function, ensuring the Warehouse Manager embeds a safe working practices within their teams.
- Act as the senior point of contact for health & safety, working with stakeholders including senior management, external auditors, and regulatory bodies.
- Own operational performance, setting and monitoring KPIs across productivity, accuracy, and on-time dispatch.
- Develop and implement processes and systems to improve efficiency, reduce waste, and support business growth.
- Manage stock control and inventory accuracy, working closely with finance to ensure reliable reporting.
- Manage relationships with couriers, hauliers, and third-party logistics providers to ensure service levels are met.
- Build strong working relationships with stakeholders across finance, sales, and procurement, aligning operational objectives with wider business goals.
- Present operational performance and insights clearly to senior management.
- Drive continuous improvement across processes, systems, and controls.
Health & Safety
The safety of our warehouse and operations teams is a top priority, and you'll be responsible for embedding a strong health & safety culture across the operation, working through the Warehouse Manager to ensure standards are upheld on the ground. You'll ensure the operation meets all relevant regulatory and legislative requirements, lead on risk assessments and safe systems of work, and work closely with stakeholders to keep the business audit-ready at all times.
- Act as the senior lead for health & safety across the warehouse function, promoting a proactive, safety-first culture across all shifts.
- Write, review, and maintain SOPs (Standatrd Operating Procedures) for warehouse and operational activities, ensuring they reflect best practice and current legislation.
- Ensure compliance with relevant legislation, including RIDDOR, COSHH, and manual handling regulations.
- Set and maintain risk assessments, safe systems of work, and standard operating procedures, delegating day-to-day implementation to the Warehouse Manager and Operations Manager.
- Oversee routine inspections of equipment, racking, and vehicles, ensuring maintenance and certification schedules are met.
- Lead investigations into significant incidents, near-misses, and accidents, implementing corrective actions to prevent recurrence.
- Ensure health & safety training, and inductions are delivered consistently across the operations team.
- Act as the key stakeholder liaison for health & safety, working with senior management, external bodies, and auditors to ensure the operation remains fully compliant.
Qualifications & Skills
We're looking for someone who genuinely enjoys running a tight operation. If you get a quiet sense of pride from a warehouse that runs like clockwork, spotting inefficiencies before they become problems, and building a team that trusts your judgement, you'll fit right in here. You'll thrive in a role where hands-on leadership matters, standards are non-negotiable, and a well-run shift can turn you into the person everyone relies on. While not every box is essential, the following qualities would make you an ideal candidate:
- Previous experience in a senior warehouse, logistics, or operations management role.
- Proven track record of leading and developing managers, ideally including experience overseeing both a Warehouse Manager and an Operations Manager or similar direct reports.
- Strong working knowledge of warehouse management systems (WMS) and stock control processes.
- Experience working in FMCG, wholesale, or distribution.
- Solid understanding of health & safety legislation within a warehouse environment, ideally with a NEBOSH or IOSH qualification.
- Confident working with stakeholders at all levels, including senior management, external auditors, and regulatory bodies.
- Comfortable working in a fast-paced, growing environment where priorities can evolve.
What We Offer
- Salary: £60,000 - £70,000
- Career Growth & Progression Opportunities
- Company Bonus
- 24 Days Annual Leave + Bank Holidays
- Extra Paid Day Off for Your Birthday
- Employee Assistance Programme
- Salary Sacrifice Pension Scheme (5% Employer Contribution)
Diversity, Inclusion & Belonging
Phoenix 2 Retail is an equal opportunity employer that values diversity and inclusion. We are committed to fostering an environment where all employees feel empowered to bring their authentic selves to work, contributing to our shared success.
Pay: £60,000.00-£70,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- On-site parking
Work Location: In person
