Role Overview

We are looking for a highly organised, proactive and solutions-focused Operations Project Lead to support the delivery of key operational projects and initiatives across the business.

The role will be responsible for managing the end-to-end setup and launch of client stores, coordinating internal teams and external partners, supporting tenders and complex customer orders, and contributing to wider business-critical projects.

Working closely with the Sales & Marketing Manager and other internal stakeholders, the successful candidate will take ownership of projects from initial planning through to implementation, ensuring that timelines are met, communication is effective and deliverables are completed to a high standard.

This is a hands-on, varied role that requires strong project management, communication and problem-solving skills, alongside the ability to manage multiple priorities in a fast-paced and evolving business.

Key Responsibilities

1. Client Store Setup & Implementation

• Lead the end-to-end setup and launch of client stores, from initial client confirmation and project handover through to go-live.
• Develop and manage project roadmaps, timelines, milestones and action plans for each store implementation.
• Coordinate internal teams, ensuring responsibilities are clearly allocated, deadlines are understood and progress is monitored.
• Act as a key point of contact for clients and external platform providers throughout the implementation process.
• Participate in and lead client meetings where required, providing project updates, managing expectations and ensuring actions are followed up.
• Coordinate product uploads, pricing, product information and other platform configuration requirements.
• Oversee quality assurance and pre-launch checks to ensure stores are ready to go live.
• Identify and resolve project challenges, escalating risks or delays where appropriate.

2. Operational & Customer Service Support

• Provide customer service support for live orders processed through the internal ordering system when required.
• Support the resolution of complex order queries and operational issues, working with relevant internal teams and external partners.
• Assist with the management and delivery of complex, bespoke customer orders, ensuring requirements are understood and communicated effectively.
• Identify recurring issues and opportunities to improve the customer experience and operational processes.

3. Tender & Sales Support

• Support the preparation and submission of tenders and other commercial opportunities.
• Assist with product sourcing, supplier liaison, product pricing and the preparation of product visuals and supporting information.
• Coordinate the completion of tender documentation and responses to questions, ensuring submissions are accurate, complete and delivered within deadlines.
• Work collaboratively with the Sales & Marketing Manager and wider team to support the successful delivery of sales opportunities.

4. Business-Critical Projects & Process Improvement

• Support the Sales & Marketing Manager in delivering wider business-critical projects and strategic initiatives.
• Take ownership of assigned projects, coordinating stakeholders, managing timelines and tracking progress through to completion.
• Identify opportunities to improve operational efficiency, internal processes and ways of working.
• Develop and maintain project documentation, checklists, processes and standard operating procedures where required.

5. Customer Service Training & Development

• Support the training and onboarding of team members within Customer Service.
• Help develop and maintain training materials, process documentation and guidance.
• Promote consistency in customer service processes, order management and issue resolution.

6. New Ordering System Implementation

• Support the planning, development and implementation of a new ordering system.
• Coordinate project activities, stakeholders, requirements, timelines and implementation milestones.
• Assist with testing, identifying issues, gathering feedback and coordinating resolutions ahead of launch.
• Support the preparation of processes, documentation and training required for a successful rollout.
• Contribute to the ongoing optimisation and improvement of the system following implementation.

Skills & Experience

• Experience in project management, operations, implementation or a similar coordination-focused role.
• Strong organisational skills, with the ability to manage multiple projects, competing priorities and deadlines.
• Excellent written and verbal communication skills, with confidence communicating with clients, colleagues and external suppliers.
• A proactive, hands-on approach, with the ability to take ownership and drive tasks through to completion.
• Strong problem-solving skills and the ability to manage unexpected challenges calmly and effectively.
• High attention to detail, particularly when working with product data, pricing, orders and project documentation.
• Confidence working across different teams and coordinating people who may have competing priorities.
• Good working knowledge of Microsoft Office or equivalent business tools.
• An interest in systems, technology and process improvement.

Personal Attributes

• Proactive, resourceful and solutions-focused.
• Highly organised, methodical and reliable.
• Comfortable working independently while collaborating effectively with others.
• Adaptable and comfortable working in a growing business where priorities can change.
• Commercially aware, with a strong focus on customer experience and quality.
• Confident taking responsibility, identifying problems and suggesting improvements.

Measures of Success

• Client stores are launched accurately and on time.
• Projects are well planned, clearly communicated and delivered against agreed milestones.
• Product information, pricing and store configurations are accurate.
• Tenders and commercial submissions are completed accurately and within deadlines.
• Complex orders and operational issues are managed effectively.
• The new ordering system is implemented successfully, with appropriate testing, documentation and training.
• Internal processes become more consistent, efficient and scalable.