• Create and upload product listings on platforms such as Shopify, Amazon, Takealot, and others • Write clear, accurate, and engaging product titles and descriptions optimised for search • Source and edit product images in line with platform guidelines • Ensure all product data including pricing, SKUs, and categories is accurate and up to date • Conduct competitor research to ensure listings are competitive and well-positioned • Monitor inventory levels and flag discrepancies to the relevant team • Coordinate with suppliers and internal teams to obtain missing product information • Maintain organised records of all listings and updates in shared documentation

• You’ll lead the deployment of global site content, from high-stakes product launches to seasonal promotional pulses. • You’ll partner with Growth and Retention Marketing to architect high-performing landing pages. • You’ll lead the charge on on-site A/B testing. • You’ll establish and maintain the "Gold Standard" for site QA and governance. • You’ll monitor key metrics like CVR, AOV, and Bounce Rates.

• Own the DTC website (Shopify) — including product pages, collections, navigation, and on-site merchandising. • Monitor and improve key conversion metrics: add-to-cart rate, subscription opt-in rate, checkout completion, bounce rate, and average order value. • Partner with design and copywriting to build and test high-converting landing pages and PDPs. • Lead A/B testing initiatives across product pages, homepage, and checkout flows. • Ensure a seamless, on-brand experience across desktop and mobile. • Coordinate with development resources for site updates, new features, and bug fixes. • Maintain site health: uptime, page speed, broken links, and technical SEO fundamentals. • Build and maintain dashboards tracking ecommerce KPIs across channels (revenue, traffic, conversion, ROAS, TACOS) • Deliver weekly and monthly performance recaps with clear insights and recommendations • Use data to prioritize initiatives and make the case for resource investment

Role Description Our client is a fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space. They are looking for a Head of Operations to take ownership of the retention and customer experience after purchase and ensure operational excellence as the business scales. It is not a traditional corporate role with established processes. The right candidate will bring structure, clarity, and execution to a growing operation. Responsibilities - Own and improve the post-purchase operation end-to-end, from fulfillment to issue resolution - Identify root causes of refunds, delivery issues, and churn, then fix them at the system level - Build scalable processes, SOPs, and automations (AI where useful) to reduce manual work and errors - Ensure consistent delivery performance by managing 3PLs and operational partners - Track and improve core metrics: refund rate, chargebacks, delivery success, retention - Lead and structure the support and operations team to scale efficiently - Drive a shift from reactive firefighting to proactive, system-driven operations Qualifications - Experience in DTC e-commerce with physical products - Hands-on ownership of: - fulfillment / logistics / 3PL - returns, refunds, or delivery issues - Proven track record of: - reducing refunds OR - improving delivery performance OR - fixing operational issues that impacted customer experience - Strong plus: - Experience in subscription-based businesses - Experience in health, wellness, or supplements - Experience working cross-functionally with CX/support teams - Hands-on experience using AI tools and automation to improve workflows and efficiency Soft Skills - Demonstrated ability to identify root causes and implement scalable operational solutions - High ownership mindset with the ability to operate independently and make decisive calls - Strong analytical thinking with a focus on metrics and performance improvement - Comfortable working in fast-paced, evolving environments without rigid structure - Clear communicator who can align cross-functional teams and drive execution What Success Looks Like - Fewer delivery issues and operational errors - Lower refund and reshipment rates - Improved customer satisfaction after purchase - Reduced churn driven by better operational execution Benefits - Competitive salary - Full remote flexibility - Learning and development support - Regular team offsites and retreats