General Manager (Ref: 196765)

About Us

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.

Job Description

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.

Key Responsibilities

• 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.

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.