Job Title: Head of Operations

Reports to: Managing Director

Location: London (Hybrid – 3+ days in office)

Job Type: Full-Time, Permanent

About TM Lewin:

T.M.Lewin is a heritage British menswear brand renowned for exceptional quality, craftsmanship, and timeless style. As we re-enter physical retail in early 2025 and continue to grow our direct-to-consumer channels, we are at the beginning of a bold new chapter. With plans to open new stores and scale operations in the UK and beyond, we are building a lean, modern business designed to deliver exceptional product, service, and experience at every touchpoint.

Role Overview

We’re looking for an experienced and strategic Head of Operations to lead our end-to-end business operations during a period of ambitious growth and transformation. Reporting directly to the Managing Director, this role will oversee logistics, customer experience, operational systems, and IT infrastructure — ensuring we scale efficiently and deliver on our brand promise.

This is a pivotal role in shaping how T.M.Lewin functions day-to-day and scales sustainably into the future. The ideal candidate is commercially minded, solutions-oriented, and thrives in a fast-paced, multichannel retail environment.

Key Responsibilities

Operational Strategy & Business Leadership

• Lead the development and execution of operational strategy in line with the wider business growth plan.
• Define and deliver scalable operational frameworks that support new store openings, growing ecommerce volumes, and omnichannel retail.
• Act as a senior operational leader across the business, working closely with other senior leadership.
• Provide strategic input to the Managing Director and senior leadership on operational risk, readiness, and commercial opportunity.

Logistics, Fulfilment & Supply Chain

• Own the end-to-end logistics and fulfilment operation, ensuring service levels, cost efficiency, and flexibility to scale.
• Manage 3PL and logistics providers, ensuring commercial contracts are optimised and service SLAs consistently met.
• Oversee inbound product flow, delivery accuracy, and warehouse performance to support digital and retail growth.

Customer Experience Leadership

• Oversee the Customer Experience function to ensure brand-consistent, efficient and responsive customer service across all channels.
• Champion a culture of service excellence, using insight and feedback loops to continuously refine processes and improve satisfaction.
• Lead initiatives to improve customer communication, returns, and service infrastructure.

Business Operations, Systems & Technology

• Own business operations infrastructure, including ERP, OMS, and POS systems, ensuring they are aligned and future-fit.
• Partner with external vendors to drive digitisation and automation across the business.
• Lead systems development that enables better visibility, reporting, and insight across the organisation.

Commercial & Financial Accountability

• Work closely with Finance to manage the operations budget, drive cost efficiencies, and support margin protection.
• Analyse operational data and performance metrics to inform commercial decision-making.
• Identify and deliver opportunities to improve profitability through smarter operations, process automation, or renegotiation of supplier agreements.

Leadership & Culture

• Lead, mentor and scale high-performing teams across operations, logistics, customer service, and systems.
• Foster a culture of accountability, continuous improvement, and cross-functional collaboration.
• Act as a senior ambassador for operational excellence across the organisation, bringing clarity, confidence and calm under pressure.

Required Qualifications

• Significant experience in a senior operations role - ideally Head of Operations or Operations Director - in a retail, ecommerce or omnichannel environment
• Deep understanding of logistics, fulfilment, customer experience and IT systems relevant to a consumer retail business.
• Proven ability to lead and scale operations during periods of rapid growth and transformation.
• Strong financial acumen — experience managing budgets, forecasting, and identifying ROI opportunities.
• Confident navigating between strategic thinking and hands-on delivery.
• Excellent communicator with strong stakeholder management skills across all levels.
• Commercially focused, highly organised, and solutions-oriented.
• Experience managing 3PLs, implementing systems (ERP/POS/CRM), and improving end-to-end operational performance.

What We Offer:

·      Benchmarked Salary

·      Discretionary annual bonus scheme

·      Hybrid working opportunities

·      Up to 25 days holiday per annum, plus bank holidays

·      Birthdays off

·      60% Own brand discount

·      Private medical insurance with Vitality

·      Life Assurance

·      Up to 7% Matched Pension Contribution

·      Access to retail & wellness discounts