Senior Operations Manager (HO0127)


Senior Operations Manager

  • Location:
    Milton Keynes Office
  • Business Area:
  • Department:


Job Title: Senior Operations Manager

Base: Wellingborough / Milton Keynes. Regular travel to London

Reports to:  Supply Chain Director  

Role Purpose

Senior Operations Manager – leading the operational warehouse management team as part of the Supply Chain Team to provide House of Fraser with customer centric, cost competitive solutions and services that delivers market leading multi-channel services every day, with a competitive cost to serve, a fixation on eliminating waste, supporting and enhancing business transformations and identifying and delivering market innovative customer propositions to enhance the business’ revenue and margins.

This role is to manage all activities occurring within the physical warehousing buildings comprising eComm and NDC operations.

To operationally plan and manage day-to-day operations across multiple warehouse locations, working collaboratively with the 3pl leadership teams, providing direction and support to optimise eCommerce and NDC operations, achieving KPI’s within strict budget guidelines, whilst driving quality and efficiency/savings. 

Regular coordination with all stakeholders and internal customers to understand requirements and translate these to clear 3pl operational instruction.

Working closely with the supply chain director, agree the priority and approach to tactical plans and tasks, then manage these to conclusion, providing regular reporting and feedback.

Key Measures

  • Ensure the 3pl’s are fully supported with correct forecasting, instructions and priorities. 
  • Budget compliance, recognising early emerging trends and working with the supply chain director to formulate strategies to address / drive improvement. 
  • Call Centre Contact-To-Order ratio (measure of success),
  • Delivery performance - Customer Experience OTIF
  • Call Centre / Voice-of-The-Customer feedback and satisfaction
  • Inventory and stock movement - time to receipt, time to replen, time to fulfil, return-to-stock. 
  • Stock loss / stock damage
  • Capacity and resource - space, equipment, labour, contingency, Units/sq.ft
  • Costs - CPU, CPO, hours per unit, operating costs, Compliance management & charging    
  • Quality – Stock loss, accuracy, cancellations
  • Projects delivered on time and in full within budgeted parameters

Key Responsibilities – Summary

  • Budget compliance, operating costs, CPU, and KPI’s
  • Event and Peak planning/execution - developing the plan and delivery
  • Operational planning & supporting the Budgeting process
  • Continuous improvement, Innovation
  • Operational Planning 
  • Cross function engagement, stakeholder management and good communication
  • Leadership of the 3pl’s
  • Leadership and support of direct reports

Key Responsibilities – Detail

Operational Performance

  • Achieving operational 3pl KPI’s, as set by the supply chain director.
  • Achievement of 3pl budgets
  • Providing clear translation of Baker Street instructions to a form understood by the 3pl.  
  • Attend weekly Cost Reviews, establish and recognise trends,, agree actions with the supply chain director to address immerging issues
  • Implementing improvements to drive efficiency and performance
  • Minimise loss through efficient procedures
  • Work with the supply chain director to ensure adequate capacity to support key trading periods and growth

Commercial Performance

  • Responsibility for 3pl costs versus budget
  • Weekly monitoring and reporting on costs vs budget across all functions.
  • Conduct weekly review meetings, setting and following up of actions arising. 
  • Attend monthly JMR and quarterly review meetings


  • Introduction of agreed solutions and services to support developments in customer expectations.
  • Establish lean processes. Support adoption of continuous improvement methodology.
  • Work with the Director of Supply Chain to formulate and deliver the Operational strategy


  • Ensure 3pl’s are working /planning to latest volumes and forecasts
  • Manage the links between warehouse locations to ensure a smooth flow of goods to end customers.
  • Implement agreed contingency measures – capacity, inbound, outbound, SKU and stockholding.
  • Provide accurate reporting to ensure all stakeholders are fully updated with overall supply chain performance.


  • Line Manager Responsibility for direct and indirect reports.
  • Leadership and management of 3pl relationships.
  • Key stakeholder with Brand Partner’s.
  • Key stakeholder with own bought suppliers.  
  • Key stakeholder with all internal functions.                                                                                 
  • Operational delivery of agreed strategies/plans.

Key Skills & Strengths & Experience 

  • Must have – Proven experience of managing 3PL providers, ideally with accountability for budgets and KPI’s.
  • Proven track record for delivering cost savings while maintaining service level performance
  • Ability to make decisions and set priorities
  • Excellent analytical and problem solving skills
  • Ability to influence key stakeholders at all levels
  • Excellent communication skills
  • Self-motivated, confident, able to work in dynamic environment without supervision
  • Good ability to build & maintain relationships to influence at all levels.

Key Interfaces with:

  • Supply Chain Management Team
  • 3PL & Carriers Senior Management
  • IT Team
  • Business Controls
  • Web Operations team
  • Merchandising team
  • Buying team
  • Customer Experience team
  • Retail Operations team, Region Directors/ Store Managers
  • Finance team

Every House of Fraser colleague receives:

  • Staff Discount on House of Fraser goods
  • 25 Days Holiday plus Bank Holidays (Option to buy extra holidays)
  • Birthday off
  • Flexible working 
  • Interest free season ticket loan
  • House of Benefits (Great discounts everyday essentials)
  • Pension Scheme
  • Childcare vouchers


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Milton Keynes Office
10 Northfield Drive, Milton Keynes, United Kingdom, MK15 0DQ
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