DTC Operations Manager

What makes this a great opportunity?

The DTC Operations Manager is the operational lead for Direct-to-Consumer platforms. Reporting to the Senior Commercial Manager of DTC, this role serves as the key account lead for external DTC distribution partners delivering across Europe and APAC markets. The manager ensures that third-party logistics providers meet contractual service levels, optimizes processes and costs, and collaborates with internal teams to deliver the DTC P&L targets. Responsibilities also include creating exceptional customer experiences post-checkout, forecasting demand, managing product availability, and driving operational expansion into new markets and brands.

Role Responsibilities

• Reporting to the Senior Commercial Manager of DTC, the DTC Operations Manager is the operational lead for Direct-to-Consumer (DTC) platforms, ensuring seamless execution across fulfillment, IT platforms, customer service, and order management.
• Key Account lead for our external DTC distribution partners servicing >15 global markets across Europe & APAC
• Accountable for ensuring 3PLs meet contractual SLAs, putting required processes in place and engaging regularly to ensure metrics are tracking in line with expectations
• Working closely with the Activation Manager & DTC Analyst you will Deliver the DTC P&L, focusing on achieving and surpassing Net Sales Value (NSV) and Gross Profit (GP) targets with accountability for optimising the COGs line.
• Create and define best-in class end-to-end processes with a strong focus on delivering an exceptional post-checkout customer experience that drives satisfaction and loyalty
• Collaborate with Supply Chain & DTC Analysist to monitor and forecast demand, deliver innovation launches in agreed timelines and analyse sales trends to ensure consistent product availability and operational efficiency.
• Manage customer response team requests, working in partnership with 3PLs to address and reduce negative customer inquiries. Implement solutions to proactively improve customer satisfaction metrics.
• Support the Senior Commercial Manager in driving the operational expansion of DTC platforms, including the onboarding of additional brands and entry into new markets.
• Build and maintain strong relationships with EMEA, APAC, and North American eCommerce teams. Share operational best practices and insights with local markets to foster a culture of continuous improvement and operational excellence.

• 4+ years experience in D2C or eCommerce operations within the Consumer Packaged Goods sector or related industries
• Proven success in driving operational performance and efficiencies achieving key performance targets
• 6+ years of experience in operational, sales, or strategic roles with exposure to forecasting & inventory management, pricing strategies and negotiations.
• Good understanding of operational systems (WMS) and IT platforms, with experience in eCommerce tools (e.g., Magento preferred) and the ability to collaborate with IT teams.
• Advanced proficiency in Excel and analytical/Business Intelligence tools, with a strong understanding of financial KPIs (e.g., COGS, NSV, GP), how to interpret, grow and optimise.
• A data-driven mindset paired with high emotional intelligence to make informed decisions, work collaboratively drive continuous improvement
• High attention to detail and proven ability to manage complex projects and multiple competing priorities simultaneously
• Demonstrated experience in test & learn initiatives, piloting projects and sharing best practices
• Excellent communicator and stakeholder management skills
• Entrepreneurial mindset and collaborative team player