Location: Haslemere, Surrey (Roastery & Production Facility)
Reports to: Operations Director
At Pact, we're obsessed with incredible coffee. We seek out the world's best coffee growers, farmers whose skill and dedication produce coffees of rare quality. They deserve more than a fair price: they deserve to see their coffee relished... savoured... talked about. Our role is to honour that work, by roasting with precision, making every step effortless for our customers, and holding ourselves to the same uncompromising standards. We want every cup to reflect the care of the grower, the rigour of our team, and the unmistakable pleasure of coffee at its best.
As a proud B Corp, we're committed to doing business the right way. That means we're held to account, for how we trade, how we treat people, and how we treat the land we use.
Collaboration is at the heart of everything we do, from working closely with growers to working as a team to improve how we bring quality coffee to our customers. If you share our infectious enthusiasm for exceptional coffee and want to make a real impact, we'd love to hear from you.
Requirements
The Role
We're looking for a Senior Operations Manager to lead production, fulfilment, logistics, site standards, and continuous improvement at our Surrey Roastery. This is a hands on leadership role for someone who thrives in a fast moving FMCG environment and knows how to turn operational excellence into exceptional customer experience, lower waste, and stronger margins.
You'll own end to end production and fulfilment from roasted beans to delivery; ensuring on time and in full performance across all channels. You'll lead third party manufacturers and logistics partners, drive efficiency and sustainability, and build a high performing production team ready to scale with the business.
Key Responsibilities
Operational Leadership
- Own daily production & fulfilment performance across D2C, B2B, Grocery & Wholesale
- Deliver OTIF targets while controlling labour and operational costs
- Manage 3PL and manufacturing partners to ensure quality, service and cost control
- Develop logistics strategies that balance service, efficiency and sustainability
- Lead operational peak planning, promotions, and operational continuity
Continuous Improvement & Systems
- Drive process optimisation, SOP excellence and waste reduction
- Improve shipping packaging efficiency and reduce environmental impact
- Use KPIs and data insights to solve root cause issues and improve cost to serve
Customer Experience
- Enhance order accuracy, delivery performance and product customer experience
- Reduce returns and customer contacts through operational fixes
- Translate commercial and customer feedback into measurable improvements
Leadership & Governance
- Build and lead a high performing production team
- Develop structure, capability, succession and training frameworks
- Lead Health & Safety, quality compliance and BRCGS standards
- Oversee preventive maintenance to ensure equipment reliability and minimal downtime
Strategic Impact
- Partner cross functionally with Roasting, Sales and Customer teams
- Support grocery fulfilment and seasonal operations planning
- Shape how Pact's operations scale for the future
About You
You're an experienced operator from an FMCG background. You're equally comfortable on the production floor as you are optimising process, and partners behind the scenes.
You bring:
- Operations/production leadership experience
- Strong team management and development capability
- 3PL and third party manufacturing management experience
- Strong H&S and quality knowledge
- A pragmatic, hands on, problem solving mindset
Why This Role Matters
This role sits at the heart of Pact's growth. You'll directly influence:
- How efficiently we operate
- How sustainably we ship
- How well our team performs
- And how successfully we scale
Interested?
Send us your CV and a short note on why this role excites you.
