Head of Operations - Consumer Channel

Overview

Lead and build operations for new Direct-to-Consumer renewable heating division.

Key Responsibilities

• forecasting
• capacity planning
• process automation
• workflow design
• kpi tracking
• budget management

Tasks

-Champion the customer experience by ensuring every homeowner receives a seamless journey from purchase through to installation and aftercare. -Ensure compliance with health, safety, and regulatory standards across all operational activities. -Own forecasting and capacity planning to align operational resources with sales demand, ensuring smooth delivery and installation schedules. -Build, lead, and develop a high performing operations team, setting clear goals and creating a culture of accountability and continuous improvement. -Identify opportunities for process improvement, automation, and scalability to support rapid business growth. -Develop and implement efficient end to end operational workflows covering order fulfilment, logistics, installation coordination, customer service, and aftercare. -Collaborate closely with senior leadership and cross functional teams (Sales, Marketing, Product, Finance) to align strategy, resource planning, and execution. -Define and track key operational KPIs, using data to drive performance, improve service levels, and support decision making. -Lead the operational launch and ongoing management of NIBE Energy Systems new Direct to Consumer (D2C) division, building processes and frameworks from the ground up. -Oversee relationships with installation teams, logistics partners, and other operational service providers to ensure timely delivery, high quality installations, and excellent customer experience. -Prepare, manage, and monitor operational budgets, ensuring cost efficiency and alignment with business objectives.

Requirements

• hvac
• heat pumps
• forecasting
• kpis
• leadership
• uk licence

What You Bring

-Strong commercial acumen, with sound knowledge of sub contract agreements and their practical application. -Excellent leadership skills with experience building, developing, and motivating high performing teams. -Strong cross functional collaboration skills, with the ability to align operational activities with commercial strategy. -A practical, solutions focused approach, comfortable working in a fast paced, growing environment. -Knowledge of relevant legislation -Deep understanding of operational delivery, logistics, installation coordination, and customer service. -Experience managing external partners, such as installation teams and logistics providers, to ensure high service standards. -Competent understanding of HVAC systems with a focus on heat pumps -Proven experience in senior operations leadership, ideally within B2C, eCommerce, retail, or home services industries. -Full UK Driving Licence. -Expertise in forecasting, capacity planning, and budgeting to support growth and operational excellence. -A desire to develop people management and leadership skills -A strong track record of building or scaling operational functions, with the ability to design efficient processes from the ground up. -A data driven mindset with the ability to define and manage KPIs, interpret performance metrics, and make evidence based decisions.

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Benefits

-Enhanced Annual Leave 33 days including Bank Holidays -Company salary sacrifice pension scheme -Electric Vehicle -Life Insurance 3 x Salary -Comprehensive induction programme -Competitive Salary -Company social events -Private Health Insurance with Employee Assistance/Wellbeing programme (after qualifying period)

About Nibe Energy Systems Limited

-Evolved from crafting copper-lined water heaters into a global climate solutions provider. -Innovated ground-source and air-water heat pumps, becoming a pioneer in intelligent indoor climate control. -Structured across three main business areas: home comfort systems, industrial heating/control components, and energy-efficient stoves and fireplaces. -Serves markets worldwide through strategic acquisitions and long-term R&D investments. -Typical projects range from domestic heat pump installations to complex industrial and semiconductor heating control systems. -Developed heating systems for turbine blades to remain warm during maintenance, minimizing downtime for turbine operators.

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