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Senior Operations Manager at Soho Home | London

Soho House & Co.London, England, United Kingdom
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

Essential Skills & Experience Significant experience in a senior operations or logistics role within the luxury retail sector. Exceptional analytical abilities with proven experience managing large, complex datasets. Proficiency in Excel and familiarity with BI tools and ERP systems. Strong commercial acumen and ability to drive operational efficiencies.

About the job

Soho Home, part of Soho House & Co., is hiring a Senior Operations Manager in London. This position reports to the Head of Operations and is central to supporting Soho Home’s global expansion. The Senior Operations Manager oversees the complete operational performance of international third-party logistics (3PL) and delivery partners. The focus is on upholding high service standards, improving efficiency, controlling costs, and making decisions informed by data. Success in this role requires strong analytical skills, commercial insight, and experience managing complex international logistics networks.

Main responsibilities

  • Global 3PL & Logistics Management
    • Set, monitor, and maintain SLAs, KPIs, and service standards that align with customer expectations.
    • Lead regular performance reviews with logistics partners and drive continuous improvement.
    • Deliver strategic projects from the Operations Roadmap to enhance partner performance.
  • Cost Control & Commercial Performance
    • Review freight, warehousing, last-mile delivery, and returns costs to identify savings.
    • Develop cost models and business cases to support strategic planning.
    • Collaborate with Finance on budgeting, forecasting, and shaping long-term cost strategies.
    • Lead efforts to improve margins while maintaining a strong customer experience.
  • Data Analysis & Reporting
    • Analyze data on delivery performance, lead times, costs, and capacity.
    • Use data to anticipate risks, model scenarios, and support growth planning.
    • Promote a data-driven mindset within the operations team.
  • Stakeholder Management
    • Work closely with teams across NPD, Merchandising, Soho Support, Finance, Trading, and Systems.
    • Communicate clearly and confidently with both internal and external partners.

Requirements

  • Strong analytical ability and commercial awareness.
  • Proven experience managing complex international logistics networks.
  • Comfort working with data to guide operational decisions.
  • Effective communicator with a collaborative approach to stakeholder management.

About Soho House & Co.

Soho House & Co. is a collection of private members' clubs, restaurants, and hotels for those in the creative industries. We aim to provide a unique space where members can connect and collaborate. Soho Home offers a range of beautifully designed products inspired by our various locations.

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