Lead Ecommerce Shop Operations Manager

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 We're a vibrant, customer-focused team dedicated to creating the best shopping experience for pet lovers across Europe. As our Shop Operations Lead for our Central & Eastern European (CEE) markets, you will play a key role in shaping how our online shops look, feel, and perform - every single day. In this role, you'll lead and develop a team of Shop Operations Specialists, ensuring flawless execution of onsite and app campaigns, high-quality content, and smooth day-to-day shop operations across multiple markets. You'll balance people leadership with hands-on operational oversight, making sure every banner goes live on time, every campaign meets our standards, and every customer enjoys a seamless shopping experience. You'll work closely with international stakeholders, drive continuous improvement, and help your team grow, all while keeping our shops fresh, relevant, and perfectly tailored to local customer needs. Your Responsibilities Lead, coach, and develop a team of Shop Operations Specialists responsible for multiple international shopsOwn the end-to-end execution of shop operations across your markets, including task allocation, prioritization, and workload managementEnsure smooth and high-quality execution of key shop operations processes, covering product and content management as well as campaign delivery (banners, landing pages, content pages, visuals)Oversee content maintenance and optimization using our internal Content Management SystemMonitor team performance, conduct quality checks, and implement action plans where neededDrive consistency, accuracy, and high quality across all shop content and campaign elementsCollaborate closely with Category Management, Campaign Management, Marketing, Optimization teams, and external partnersIdentify improvement opportunities, optimize processes, and actively share best practices across the wider Customer Excellence organizationProvide hands-on operational support during absences or peak workload periods to ensure business continuity Qualifications Very good English skills (minimum C1); additional European languages are a strong plus2-3+ years of experience in e-commerce or a related operational environmentLeadership experience (people lead, team coordination, or mentoring)Strong organizational skills and the ability to manage multiple markets and priorities simultaneouslyHigh attention to detail and a strong customer-focused mindsetConfident communicator with the ability to work effectively in international, cross-functional teamsProblem-solving mindset and willingness to continuously improve processes and ways of workingExperience working with a CMS is a plusExperience with JIRA or similar task management tools is a plus 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. A note on compensation: We believe in being transparent about salary ranges. The range shown reflects the full scope that the role can grow into over time, depending on experience, skills, and impact. Most offers are positioned around the midpoint of the range, ensuring a fair and consistent approach across our teams. 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.