About Us
Wolf & Badger is on a mission to make retail fair. Working to support our community of 2000+ independent designers from around the globe, we connect customers with ethically sourced fashion, design, home and wellness through our online marketplace and flagship stores in London, New York City and Los Angeles. We are a rapidly growing scale-up business, now entering an exciting new phase of growth and looking to expand our team of c.110 people currently located between London, NY & LA. We are a Certified B Corporation, with social and environmental purpose at the core of everything we do, read more about us here.
We are looking for a bold and results-driven Head of Operations to lead our marketplace operations, reporting directly to the Chief Operating Officer. You will have a particular focus on managing our global logistics and maintaining and evolving key vendor relationships and technology platforms to facilitate scaling, whilst managing general marketplace operations in order to develop an innovative and stable platform for our customers and brands as we grow. This is a pivotal leadership role sitting at the heart of our management team, aiming to drive efficiency, scalability, and resilience across all operations and post purchase customer experience. You will work closely with our People team to ensure our internal processes promote the highest performing team possible, as well as ensuring that facilities are always smoothly run. The Head of Operations will directly line-manage customer service and logistics with additional line-reports as required.
The Head of Operations will thrive in a fast-paced environment, enjoy problem-solving at scale, and be capable of taking full ownership of high-impact projects for a complex two-sided marketplace. At Wolf & Badger we champion a low-ego environment where cross-functional debate is encouraged in order to reach the best outcomes. We strive to be mission-orientated and fair at all times, the Head of Operations will join us in growing an engaged, forward-thinking and high-functioning team.
Key Responsibilities & Accountabilities:
* Lead and optimise our global logistics operations, designing seamless cross-border trade strategies that ensure timely, cost-efficient delivery across domestic and international markets, with support from our seasoned Logistics Manager.
* Manage, develop, and empower the Customer Service team lead, ensuring we are evolving our customers’ experience for the needs of a rapidly changing consumer environment; proactively collaborate with the Marketing team to drive loyalty through exceptional service.
* Manage wider team members based on your expertise and experience.
* Build and strengthen relationships with key logistics vendors, lead cost and opportunity analyses, and take charge of strategic price negotiations and budget planning with support from the Finance team.
* Oversee compliance across the marketplace staying up to date and action-orientated on complex trade and product compliance obligations, aligning with the ESG and Brands team.
* Maintain and enforce health and safety standards across the organisation.
* Oversee UK facilities including office management and retail facilities, closely collaborating with our US-based Senior Retail Operations Manager and People team to maintain and enhance our unique store and work environments.
* Work closely with the Product and Engineering teams to enhance our proprietary technology, streamlining logistics, operations, and customer service workflows for efficiency and success.
* Design forward-thinking operational strategies, track performance, and update senior leadership with data-driven insights that drive growth.
* Ensure we maintain our position as a leading ethical, B corp certified, retailer by considering sustainability at all points.
Minimum Requirements:
* Proven leadership in e-commerce Operations, with a strong commercial mindset and hands-on approach.
* Extensive expertise in international logistics and third-party vendor management, including pricing and terms negotiations.
* An enthusiasm and capacity for project management, process optimization, and driving both digital and physical improvements.
* A track record of successfully leading and scaling cross-functional teams, with a passion for mentoring and team development.
* Understanding of technical context, particularly with order management, fulfillment, customer service, and e-commerce platforms.
* A strategic and analytical mindset, always seeking smarter, faster, and more cost-effective solutions.
* Exceptional communication skills, enabling you to collaborate at all levels of the organisation.
* Energy, humour, and self-awareness, thriving in a feedback-driven, growth-oriented culture, enabling everyone to grow and learn.
Highly Desired:
* Marketplace or drop-shipping experience
* Comfort with international trade compliance (import tariffs, regulations etc.)
* Familiarity with the US eCommerce market
* Experience with fraud management
* Knowledge of Health & Safety regulations
* Experience managing business insurance and policies
This is more than just an operations role—it is an opportunity to drive transformation at a global level. If you're an ambitious leader ready to make an impact, we’d love to hear from you!
Benefits:
* Competitive starting salary, dependent on experience
* 25 day holiday allowance in addition to bank holidays
* Flexible hybrid working policy with access to a creative work environment in Soho, Central London. Current onsite requirement of 3 days per week.
* Paid volunteering leave, pet-ernity leave and heartbreak leave
* Quarterly Wellness Wallet - to spend on products or services meaningful to you
* Subscription to yulife health and wellbeing app
* Opt in health insurance plan via salary sacrifice
* Cycle to work scheme
* Ample paid sick leave to support mental and physical health
* Staff discount across Wolf & Badger, in-store and online
* Excellent career opportunities in a rapidly growing international business
* Work in a positive organisation for people and the planet. We are a certified B Corp!
Wolf & Badger is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. We encourage applications from people from all walks of life.
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