Head of Operations & Retention for DTC Health Wellness

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Operations & Retention for DTC Health Wellness in United Kingdom. Join a high-growth direct-to-consumer brand in the health and wellness sector as it enters an exciting new stage of scale. This leadership role is focused on transforming post-purchase operations into a competitive advantage by improving fulfillment, customer retention, and overall experience. You will oversee critical operational systems, optimize customer journeys after checkout, and build efficient processes that support sustainable growth. Working in a fast-paced and entrepreneurial environment, you will have significant ownership and influence across logistics, support, and performance metrics. This is an ideal opportunity for a strategic operator who thrives on solving complex challenges and creating structure in dynamic businesses. If you are passionate about operational excellence and customer loyalty, this role offers meaningful impact and career growth. Accountabilities

• Own and optimize the full post-purchase customer journey, including fulfillment, delivery, returns, refunds, and issue resolution.
• Identify recurring operational pain points such as delivery delays, chargebacks, churn drivers, and customer complaints, then implement scalable long-term solutions.
• Build and refine systems, SOPs, and workflow automations to reduce manual tasks, improve accuracy, and increase efficiency.
• Manage third-party logistics providers and external operational partners to ensure strong service levels and reliable execution.
• Track and improve key business metrics including refund rates, reshipments, delivery success, customer satisfaction, and retention.
• Lead, coach, and structure support and operations teams to scale effectively while maintaining high performance.
• Shift the organization from reactive problem-solving toward proactive, data-driven operational management.

Requirements

• Proven experience in DTC e-commerce businesses selling physical products.
• Strong hands-on background managing fulfillment, logistics, 3PL relationships, returns, refunds, and delivery performance.
• Demonstrated success reducing refunds, improving shipping outcomes, or solving operational issues impacting customer experience.
• Experience building scalable operational processes in high-growth environments.
• Strong analytical mindset with the ability to interpret metrics and translate data into action plans.
• Excellent leadership and communication skills, with the ability to align cross-functional teams.
• High ownership mentality and confidence making decisions independently in fast-moving settings.
• Experience in subscription models, health/wellness products, supplements, or AI-powered workflow automation is highly valued.

Benefits

• Competitive salary package.
• Fully remote work flexibility.
• Opportunity to join a fast-scaling, high-growth e-commerce business.
• Learning and professional development support.
• Regular team offsites and retreats.
• High-impact leadership role with strong autonomy and visibility.
• Dynamic and entrepreneurial work environment.

How Jobgether Works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.