General Manager (Ref: 196765)

Forsyth Barnes is partnering with a fast-growing e-commerce business operating within a regulated environment (pharmacy and healthcare-adjacent operations) to appoint a high-impact General Manager / Operations Manager.

This is a pivotal leadership role for a forward-thinking, commercially driven operational generalist who thrives in scaling environments. You will be responsible for taking ownership of operational performance, shaping KPI frameworks, and driving continuous improvement across a multi-channel e-commerce operation.

The business is entering a key growth phase and is looking for someone who can bring structure, clarity and performance discipline while remaining hands-on in execution.

As General Manager, you will own the end-to-end operational performance of the business, ensuring teams, systems and processes are aligned to deliver efficiency, compliance and commercial growth.

You will have the autonomy to define and shape operational KPIs, build performance frameworks and embed a high-accountability culture across the organisation.

This role requires a balance of strategic thinking and hands-on leadership within a fast-paced e-commerce and regulated operational environment.

• Own day-to-day operational performance across e-commerce fulfilment and regulated workflows

• Review and optimise existing processes to improve efficiency, scalability and customer experience

• Drive operational excellence across fulfilment, supply chain and customer operations

• Ensure seamless collaboration across operational, commercial and support teams

KPI & Performance Management

• Design and implement operational KPI frameworks from the ground up

• Use data and insight to drive performance improvement and decision-making

• Establish a culture of accountability, ownership and continuous improvement

• Translate business objectives into measurable operational outcomes

People Leadership

• Lead, develop and coach operational managers and teams

• Build a high-performance, collaborative and solutions-focused culture

• Manage performance and support capability development across the organisation

• Support organisational growth and structural evolution

Growth & Transformation

• Support business scaling through process improvement and operational redesign

• Identify and implement opportunities for automation and digital enhancement

• Partner with leadership on transformation initiatives and strategic priorities

• Introduce scalable operational practices to support long-term growth

Compliance & Quality

• Ensure all operations meet required regulatory and quality standards

• Work closely with pharmacy and regulated function teams to ensure safe and compliant delivery

• Balance operational efficiency with strict adherence to governance requirements

Essential Experience

• Proven experience

  in a General Manager, Operations Manager or senior operational leadership role

• Strong track record of owning KPIs and driving measurable operational improvement

• Experience leading managers and multi-layered operational teams

• Commercially minded with strong problem-solving ability

• Comfortable operating in fast-paced, evolving environments

Desirable Experience

• E-commerce, retail, logistics, fulfilment or regulated industry experience (pharmacy/healthcare advantageous)

• Exposure to transformation, scaling or operational turnaround environments

• Experience introducing automation, systems improvement or process redesign

• Understanding of regulated product distribution environments