Head of Operations

We're customer obsessed. We put the customer at the heart of everything we do - and we're looking for people who feel the same way. About Bike Club Bike Club is the easiest way to keep kids on the right sized bike. Through our subscription model, we remove the hassle of buying, outgrowing and reselling children's bikes, so families always have the right bike, right when they need it. We are a purpose led, fast-growing business built on ease, care, progress and joy - with a relentless focus on customer growth, retention and building a more circular approach to children's cycling. Purpose of the Role The Head of Operations owns the system that runs Rainham: the plan, the standard, the data and the forward view. This is a new role, created as Rainham becomes both a refurb centre and a national distribution site from January 2027. This is a planning, analytical and continuous improvement role first as well as a people management role. The Head of Operations will build the system the warehouse team, mechanic team and distribution team deliver against and will be ultimately accountable for whether the site performs both efficiently and effectively. Tasks Key Responsibilities 1. Demand, capacity and forward planning Own capacity planning end to end: built stock cover, inbound space, returns and disposal flow, physical site capacity as the site takes on distribution volume. Build and stress test the peak plan well ahead of demand, including Christmas peak, modelling labour, space and carrier capacity against it. Run rigorous what-if scenario planning: model the impact of demand shifts, supply delays, absence and carrier disruption before they happen, not after. Set build volume targets from demand and the labour model that delivers them, and own whether the number lands. 2. Data, systems and reporting Own data integrity across the site: build, dispatch and inventory reporting must reconcile, and any variance is investigated, not repeated. Fluent in Salesforce (ideal) and confident evaluating or evolving a WMS suited to the site's needs as it scales. Own the design of scanning, location and inventory status processes/workflow that the Distribution Manager and Mechanic Team execute. Build the reporting the business needs to trust: no repeat of build numbers running on an unvalidated figure 3. Inventory and stock governance Own inventory accuracy, cycle count governance and disposal authorisation across the site Set the reorder points and supplier process for packaging and consumables for the Distribution Manager to own and execute upon. Reconcile stock movements regularly and investigate variance as standard daily practice - not as a reaction to a discovered problem. 4. Performance framework and quality Design and own the performance framework: what good output looks like, how it is measured, and when it is escalated Design the QC gates built into both the build and despatch process, so defects are caught by design and automation where applicable. Set the standard for order completeness and despatch accuracy, and firmly hold the site to it. Own the formal performance management framework, including how underperformance is identified, documented and addressed 5. Continuous improvement Continuous improvement is a default operating habit of this role, not a project or an initiative Bring a lean methodology to daily operations: identify waste, standardise process, remove friction, on an ongoing basis Apply automation and AI where it genuinely improves accuracy or throughput 6. Despatch performance Single point of accountability for on-time-in-full dispatch performance to all members. The Distribution Manager owns the execution but you are accountable. 7. Team leadership Lead all Site functions; the Distribution Manager, the warehouse (Goods In/Bike Wash teams), and the Mechanic Teams. Set clear objectives for each line, reviewed monthly, and