Operations Director (eCommerce / Healthcare)
hace 2 días
Albacete
Atida is one of Europe's leading online pharmacy groups, serving customers across 8 markets. In Iberia we operate through Atida Mifarma ("your pharmacist online") and Dosfarma, two of the most recognised names in the Spanish online pharmacy and parapharmacy market, generating close to €100M in annual turnover with a team of some 120 people. That commercial position rests on an operation of real scale: ~1.5M orders shipped per year, ~700,000 customers served, a catalogue of 25,000+ products, and an organisation of 60–80 people (employees and outsourced) across warehouse, logistics and customer service, absorbing seasonal and promotional peaks that multiply daily volume several times over. We are looking for an Operations Director to take full ownership of that operation and to build the platform for our next phase of growth. The mandate spans three domains: warehouse and logistics, customer service, and the transformation agenda that will reshape how we operate. The business is growing at double digit rates year on year and the current operating model will not carry it on its own: the logistics operation has to be redesigned to scale, starting with the processes themselves and extending to capacity, footprint and the systems that support them. This is a role for an operator. Someone accountable for the numbers, present where the work happens, and equally at ease running a peak season and steering a system implementation. You will join the Iberia leadership team and shape, directly and visibly, how a European category leader is built. You will not do this alone: our Group VP Logistics acts as a thought partner on the critical design decisions, bringing network engineering depth and the practices already proven across Atida's eight markets. The design firepower is available to you; the operation, the decisions and the delivery are yours. What You'll Do Run the Warehouse and Logistics Operation ● Own the Albacete fulfilment centre end-to-end: inbound, storage, picking, packing, dispatch and returns. ● Carry the operational P&L: productivity, cost per order, service level, quality and safety. ● Size and flex the operation through peaks and lows, managing temporary labour partners and shift planning. ● Monitor the performance of outsourced warehouse operations, including SLA design, productivity targets, staffing, cost control, quality standards and continuous-improvement plans. ● Manage carrier relationships and last-mile performance, from cost negotiation to delivery promise kept. Deliver the Logistics Transformation Agenda ● Redesign the operating model: start with the processes, not the tool. Challenge how the operation works today, simplify, standardise and eliminate non-value-added activity, and design the target model that has to absorb the next phase of growth. ● Put the systems behind the design (e.g. WMS / SGA): translate that design into a systems agenda. A WMS/SGA change is a possible next step: if so, build and own the business case, run the selection, and lead the implementation through go-live and stabilisation. ● Warehouse sizing and layout: capacity planning, storage strategy, and the automation and mechanisation roadmap. ● Run projects with real discipline: scope, budget, milestones, risk, and a plan for keeping the operation running while it changes underneath you. Turn Customer Service into a Competitive Advantage ● Raise the bar on the customer experience: in a market where price and delivery promise converge, service is where we differentiate. The ambition is not to match the sector standard but to make service a recognised reason to buy from Atida Mifarma and Dosfarma. ● Own contact volumes, response and resolution times, and quality of interaction. ● Use customer service as the early-warning system for operational defects, not only as a cost centre. ● Build the feedback loop from customer contacts back into product, warehouse, procurement and carrier decisions. ● Develop the team and the service model as volumes and channels grow. Drive Performance and Process Improvement ● Build and own the operational dashboard; challenge the numbers and act on them. ● Own a structured continuous improvement roadmap for operations, translating operational improvements into measurable P&L impact through clear baselines, robust business cases, implementation plans and post-implementation performance tracking. ● Partner with commercial, procurement, finance and tech to align capacity with the growth plan. ● Represent operations in the Iberia leadership team and in group forums. ● Optimise slotting, storage policies and warehouse capacity to maximise space utilisation, reduce operational inefficiencies and prevent capacity bottlenecks. What You Bring Hard Skills ● 8–12+ years in operations, with at least 3–5 years running a site or multi-activity operation as Site Manager, Operations Manager or Platform/Plant Director. ● Hands-on delivery of a WMS / SGA implementation or migration (required) — you have led or co-led a system change end to end, from process design and selection through go-live and stabilisation, and you know what it costs an operation in disruption, training and data quality. ● Proven P&L ownership across one or several operations, with real accountability for productivity, cost per unit and margin. ● Background in contract logistics with a 3PL or 4PL operator (DB Schenker, DHL, DSV, Logista, Dachser, Redur, Kuehne+Nagel, GXO, ID Logistics, FM Logistic or similar), or in the in-house operation of a high-volume eCommerce or retail business. ● Proven track record improving warehouse productivity through process engineering, labour standards, layout optimisation, slotting and workflow redesign. ● Management of large operational teams (50+ FTE, direct and through temporary labour partners), including works council and union relations in a Spanish context. ● Strong command of operational KPIs and data; advanced Excel and comfort with WMS/ERP/BI environments. ● Fluent in Spanish and English (written & spoken) — English is our group working language. ● Valued: customer service or contact centre management, particularly where you have visibly lifted the quality of the experience and not only its cost; B2C eCommerce fulfilment (high SKU count, single-unit picking, short delivery promise, high returns, marked seasonality); warehouse automation projects; regulated-product handling; Lean / Six Sigma. Soft Skills ● Owner, not administrator: you treat the operation as your business and you are the first to know when something is off. ● Present on the floor: you lead from the warehouse, not from a slide, and your teams know you. ● Analytical and structured: you decide from the numbers, not from habit. ● Calm under pressure: peaks, incidents and stock-outs are the job, not the exception. ● Strong people leader: you develop managers, hold difficult conversations, and build a culture where standards are non-negotiable. ● Ambitious about scale: you want to take an operation from where it is to where it needs to be, and be judged on that. What We Offer • Full ownership of the operational engine of an €100M eCommerce business, with a seat at the Iberia leadership table, • Exposure to a pan-European health & wellness group operating across 8 markets (including Germany, Spain, Portugal, France and Italy), • A genuine transformation mandate: the system, the site, the team and the service model are yours to redesign, • A direct line to the Managing Director and a Group VP Logistics as thought partner on the complex projects: group-wide best practice and senior network engineering on call, withthe decisions and the delivery yours to own, • A highly competitive compensation package (base salary + annual bonus + flexible benefits), • Relocation package for candidates moving to the Albacete area Interested in shaping the future of Atida? Apply now and help us build what's next.
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