Our esteemed retail client in Malta is seeking a Global Head of Operations to lead their operations. Reporting directly to the CEO, the Global Head of Operations will be based in Malta and play a pivotal role in establishing and leading the new operational hub. This is a strategic leadership position responsible for building, optimizing, and sustaining end-to-end operations, with an initial focus on customer service and global DTC logistics. The role will evolve to encompass broader operational functions as we relocate additional areas (e.g., finance, marketing support) from the UK and USA. You will combine hands-on setup expertise with long-term vision to drive operational excellence in a fast-paced e-commerce environment, ensuring seamless customer journeys from order placement through to delivery and support.
MAIN DUTIES AND RESPONSIBITLIES
- Lead the setup and scaling of a high-performing customer service function in Malta, including team recruitment, training, tool implementation and process design focused on delivering outstanding customer experiences.
- Oversee the migration and management of global direct-to-consumer logistics, including warehousing, inventory management, order fulfillment, shipping partnerships, and supply chain optimization.
- Design and implement customer journey mapping to enhance satisfaction, increased impression pass rates and fulfilment by reducing churn leveraging data from all touchpoints.
- Drive operational excellence by establishing KPIs, SOPs, and continuous improvement initiatives across customer service, logistics, and related functions.
- Collaborate with cross-functional teams (e.g., product, marketing, finance) to align operations with business goals, ensuring efficient scaling as the company grows internationally.
- Manage budgets, vendor relationships, and compliance with Maltese/EU regulations for e-commerce and consumer products.
- Build and lead a motivated customer operations team, fostering a culture of accountability, innovation, and customer-centricity.
- Monitor performance metrics (e.g., CSAT, NPS, fulfillment times, cost per order) and report on operational health
- Identify opportunities for automation, technology integration, and process efficiencies to support sustainable growth.
CANDIDATE PROFILE
- Proven background in customer service leadership and customer journey optimization, ideally within a DTC or e-commerce business (experience with health/beauty/consumer goods a plus).
- 8+ years of progressive experience in operations management, with at least 3-5 years in a senior role overseeing customer service and/or logistics in an online retail environment.
- Demonstrated success in setting up or scaling operations in a new location or hub.
- Strong knowledge of e-commerce operational best practices, including omnichannel support, supply chain management, and fulfillment for global markets.
- Excellent leadership skills with experience building and managing remote/hybrid teams.
- Data-driven mindset with proficiency in analytics tools, KPIs, and reporting.
- Fluent English; additional languages a bonus.
- Willingness to be based full-time in Malta with a willingness to travel.
- Experience in regulated consumer products (e.g., health-related DTC).
- Familiarity with tools like Shopify, Big Commerce, Zoho, ShipStation, or similar e-commerce platforms.
- Understanding of EU logistics and customs for international shipping.
Due to the high volume of applications, we receive at GRS Recruitment, only shortlisted candidates will be responded to.