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