Head of Fulfilment Operations (All Genders)

Company Description With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus. Job Description As a Head of Fulfilment Operations, you will lead the operational heartbeat of zooplus across multiple European markets. This high‑impact role empowers you to drive end‑to‑end performance, elevate customer experience, and influence strategic decisions across our expanding fulfilment network. If you excel in dynamic environments, build strong operational partnerships, and turn complexity into scalable solutions, this position offers the opportunity to deliver meaningful, lasting impact. What You Will Lead & Deliver Own regional operational excellence across multiple Fulfilment Centers, ensuring fast, reliable, high‑quality delivery for our customers Build and develop high‑performing teams through strong leadership, clear KPIs, and a culture of continuous improvement Act as the key operational interface for logistics service providers, managing escalations and ensuring aligned performance Drive efficiency and cost improvements by optimizing workflows, processes, and service‑level metrics Lead strategic business reviews to ensure partner performance supports future growth Ensure capacity readiness for daily operations and seasonal peaks Support strategic negotiations, influencing long‑term network stability and competitiveness Contribute to fulfilment strategy development, shaping the future of our European FC footprint Champion quality standards to deliver a consistent, best‑in‑class customer experience Guide capacity‑expansion initiatives, including engineering collaboration and new FC launches Accelerate continuous improvement, driving customer‑centric and productivity‑enhancing initiatives Strengthen cross‑functional alignment, closely partnering with HQ and Engineering Coach and empower a team of Fulfilment Center Managers and Experts, fostering deep operational expertise and innovation Report directly to the Director of Fulfilment, giving you visibility and influence at senior levels Why Join zooplus High impact, high ownership: Shape the performance and scalability of one of Europe's leading e‑commerce fulfilment networks. International scope: Work across multiple countries, cultures, and operational environments—no two days are the same. Strategic influence: Your decisions directly affect customer experience, network efficiency, and long‑term fulfilment strategy. Innovation at scale: Join a company that embraces technology, automation, and continuous improvement as core enablers. Strong collaboration culture: Partner with passionate teams across Fulfilment, Engineering, Product, and Headquarters. Growth opportunities: Expand your leadership capabilities and advance your career in a fast‑growing, customer‑centric organization. Purpose‑driven environment: Contribute to a company that supports pet parents across Europe and invests deeply in customer happiness. Qualifications Degree in economics, engineering, logistics, supply chain, or equivalent 5+ years of experience in 3PL operations or warehouse leadership (e‑commerce/B2C preferred) Demonstrated leadership ability with strong team‑building and stakeholder‑management skills Strong analytical and process‑driven mindset; advanced Excel and intermediate SQL skills Experience with Lean Management or Six Sigma Proven track record leading complex, multi‑site operational projects Solid understanding of e‑commerce fulfilment processes and supporting systems Hands‑on, proactive working style with strong ownership and problem‑solving skills Willingness to travel across Europe Excellent English communication skills High resilience, strong planning capability, and organizational discipline Proficiency in MS Office applications Additional Information Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too. Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts. At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all. #LI-Hybrid ✈️ Extra vacation days 🏋️ Multisport card 🩺 Private medical care zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.