Operations Manager UK / Europe

Job SummaryThe Company

DioniLife is a fast-growing brand in the non-alcoholic beer and spirits sector. We sell directly to consumers (D2C) and through a growing network of beverage distributors. We are asset-light by design and build brilliant relationships across our entire value chain—planning, manufacturing, 3PLs, freight carriers, and distributors—working collaboratively to deliver excellence. We move quickly, trust each other, and have fun building something that genuinely changes how people socialise.

The Role

We are looking for an Operations Manager to design, build, and run a multi-channel supply chain that can scale rapidly without breaking. You will lead the operational launch of new products in the UK and Europe, manage a lean network of external partners (co-packers, 3PLs, freight companies), and serve both D2C customers and distributor partners with equal rigour.

You will not build a large internal team. Instead, you will cultivate deep, trust-based relationships with partners—and then work shoulder-to-shoulder with them to deliver excellence. You will be hands-on when needed and strategic when possible. You will sit on the Head of UK Sales team, giving you a direct line to influence commercial decisions. Your ultimate mandate: ensure we have the capacity, systems, and relationships to deliver our growth plans – without compromising delivery, quality, cost, or cash.

Strategic Needs – What We Expect from You

• Ensure capacity for growth ambitions—Work closely with sales teams and business partners to meet demand, stress-test co-packer and 3PL networks, and secure scalable capacity.
• Thought leadership—Bring new ideas that challenge how a lean, asset-light beverage company should operate.
• Supply chain design fit for future needs—Build for excellence in consumer experiences: reverse logistics, expansion of outlets, new product variants. Design for modularity, data visibility, and partner interchangeability.
• Influence across the organisation—Sit on the UK Sales leadership team. Influence product, marketing, and finance by bringing operational rigour, trusted relationships, and a solutions-first mindset.

Responsibilities

1. New Product Launch (UK) — Multi-Channel Readiness

• Own the operational end-to-end launch of new non-alcoholic beer/spirit SKUs.
• Ensure launch inventory is allocated across D2C fulfilment nodes and distributor warehouses simultaneously.
• Coordinate with co-packers on production runs that can be split (individual units vs. retail-ready pallets).
• Manage first-shipment milestones for both channels without creating excess cost or complexity.

2. Multi-Channel Supply Chain Design (Asset-Light & Future-Fit)

• Build a flexible operations model that supports D2C (direct) and B2B (distributor) channels.
• Select and manage 3PL partners, working alongside them to ensure both parcel shipments (D2C) and LTL/FTL pallet shipments run smoothly.
• Design inventory allocation and replenishment rules that minimise total landed cost and maximise service levels.
• Build for scale: your SOPs and systems should work at 1 order/month and 100,000 orders/month with minimal re-engineering.

3. Operational Performance: Delivery, Quality, Cost, Cash

• Delivery: Own OTIF (on-time in-full) for distributors and on-time delivery for D2C. Drive continuous improvement with partners.
• Quality: Establish quality KPIs with co-packers (e.g. defect rate, shelf-life compliance). Lead root-cause analysis on returns or damages – and solve problems together.
• Cost: Manage landed cost per unit, fulfilment cost as % of revenue, and freight cost per mile. Identify savings without sacrificing service.
• Cash: Optimise inventory turns, minimise slow-moving stock, and manage payment terms with partners. Work with Finance on cash-to-cash cycle targets.

4. SIOP Process – Key Partner

• Act as the UK operations lead in the Sales, Inventory & Operations Planning (SIOP) process.
• Integrate sales forecasts (D2C + distributor) with production, inventory, and capacity plans.
• Lead the monthly demand-supply reconciliation meeting. Flag risks (e.g. stockouts, overstocks) and recommend trade-offs.
• Ensure a single, trusted view of inventory and demand across the business.

5. Order Book Management (Effective & Accurate)

• Own the order book for all channels: D2C orders (via Shopify/ERP) distributor POs.
• Ensure order capture, validation, and fulfilment run smoothly with zero manual intervention.
• Manage backorders, allocation, and prioritisation when supply is constrained.
• Maintain a clean, real-time order book – no surprises on revenue recognition or customer disappointment.

6. Distributor Operations & Relationship Management

• Become the operational backbone for our distributor partners.
• Manage order-to-cash: order intake, fulfilment, deductions, and returns.
• Coordinate on forward inventory, promotional volume spikes, and new SKU adoption.
• Build brilliant relationships with distributor operations teams – you will work together to solve problems, not just escalate them.

7. D2C Operations (Consumer Experience)

• Own the D2C post-purchase journey: pick, pack, ship, tracking, and returns.
• Drive delivery speed and low damage rates.
• Partner with Customer Service to resolve exceptions and improve the unboxing experience.

8. Manufacturing & Quality (Co-Packer Collaboration)

• Work closely with contract manufacturing partners to ensure quality, shelf life, and on-time production.
• Ensure contract brewers processes align with delivery of our capacity in line with our quality requirements.  
• Implement batch traceability so we know which co-packer produced which lot and which channel it is going to.
• Conduct regular partner visits – not to audit from a distance, but to build relationships, understand challenges, and solve problems together.

9. Logistics & Freight (Multi-Modal)

• Negotiate rates for small parcel (D2C), LTL, and FTL (distributor replenishment).
• Optimise lane selection and consolidate shipments where possible.
• Manage freight claims and carrier performance across both channels – always in close collaboration with carriers.

10. Capacity Planning & Strategic Growth

• Develop rolling capacity plans for manufacturing, warehousing, and logistics.
• Identify and onboard backup partners before we need them – building relationships early.
• Work with Sales and Finance to translate growth scenarios into operational budgets and partner commitments.

11.Customer Service management

·        Act as the primary point of contact for all consumer enquiries (email, phone, social, and returns).

·        Investigate and resolve complaints – delivery issues, product quality, returns, refunds – with empathy and speed, aiming for full satisfaction.

·        Bring an engaging, positive tone to every interaction, turning frustrated customers into brand advocates.

·        Track and analyse customer feedback and returns data to identify trends and drive operational improvements (e.g., packaging, carrier performance, lead times).

Performance Metrics

• New product launch: Launched [Product X] on time and on budget, simultaneously on D2C and through distributor partners, with 99%+ fill rate.
• Operational KPIs:
• Delivery: OTIF ≥99% all channels
• Quality: Defect rate six sigma standards, customer complaint rate <0.5%
• Cost: Fulfilment cost ≤ target % of revenue; landed cost per unit ≤ target
• Cash: Inventory turns ≥6x; slow-moving stock <2% of total inventory
• SIOP: A live, monthly SIOP process with Sales, Finance, and Operations aligned. No unplanned stockouts or excess write-offs.
• Order book management: 100% of orders processed within 24 hours (D2C). Backorder communication automated.
• Relationships: Your partners describe working with DioniLife as “brilliant” – honest, proactive, and collaborative.
• Influence: Your capacity and SIOP recommendations directly shape the UK growth plan. Sales and leadership trust your operational judgment.

Experience Requirements

Must-have:

• 8+ years in operations/supply chain, with multi-channel experience in CPG or beverage.
• Proven track record launching a new product across more than one channel.
• SIOP experience—you have led or been a key participant in demand-supply reconciliation processes.
• Order book management—you understand how to manage order pipelines, allocate constrained supply, and maintain data integrity.
• Demonstrated ability to build capacity plans and secure partner commitments for rapid growth.
• Asset-light mindset: you know how to build a supply chain without owning assets or building a large team.
• Relationship builder: You don’t just manage partners—you build genuine, high-trust relationships that drive excellence.

Nice-to-have:

• Brewing operations / manufacturing experience.
• Non-alcoholic or alcoholic beverage supply chain experience.
• D2C channel management
• Existing relationships with beverage distributors, co-packers, or multi-channel 3PLs.
• Familiarity with multi-channel ERPs (e.g. NetSuite, VIP) and order management systems.

Core Competencies

·    Execution-obsessed—You drive operational performance and take pride in winning.

·        Process-driven, not process-heavy—You bring rigour to process design and system integration.

·        Channel-agnostic—You optimise the whole system, not one channel at the expense of another.

·        Brilliant relationship-builder—You build trust so deeply that partners go the extra mile

·        Future-fit thinker—You design today for the needs we will have in the future.

·        Fun to work with—We work hard, move fast, and laugh often. Ego is the only thing we do not ship

What we offer

• Remote working
• Competitive package: 
• Accelerated growth: You will learn more in 12 months than in 5 years at a traditional CPG company.
• Real ownership: You will get to directly contribute to the creation of a market leading supply chain.
• Culture of trust and fun: