Join Buyagift & Red Letter Days as our Head of Partner Operations, based in London with hybrid working (1–2 days in the office).
This is a pivotal leadership role shaping how our partner ecosystem operates end-to-end — from onboarding through to launch, product setup, support and compliance.
You’ll lead and evolve a function with real opportunity, bringing structure, pace and consistency to improve range quality, strengthen partner standards, and build an operation that is efficient, scalable and well-controlled.
Working cross-functionally with Commercial, Product and Technology teams, your impact will be felt in how quickly partners launch, how effectively the operation runs, and the quality of experiences we deliver to customers.
Key Responsibilities:
Operating Model & Performance
• Own and improve the end-to-end partner operations model (onboarding → launch → support → compliance)
• Strengthen processes, ownership and accountability across the function
• Identify areas of inefficiency and improve how the operation runs day-to-day
Onboarding & Launch
• Own the onboarding pipeline from contract signed through to launch
• Improve launch speed and readiness while maintaining quality and control
• Ensure integrations and partner setup are delivered effectively with Technology
Quality, Compliance & Governance
• Raise and enforce partner standards across content, product and operations
• Implement clear controls, governance and compliance processes
• Manage non-compliance, ensuring issues are resolved and standards are maintained
Support & Partner Experience
• Own the partner support model, including workflows, SLAs and escalation routes
• Use insight to identify recurring issues and improve processes upstream
Process, Systems & Efficiency
• Improve workflows and reduce manual effort where possible
• Introduce automation and better use of systems to increase efficiency and control
• Establish clear KPIs, reporting and management routines
About You:
You’re an experienced operations leader with a track record of running and improving operational functions in marketplace or ecommerce environments.
• Significant leadership experience in marketplace or ecommerce operations within a scaled environment
• Proven track record of improving operational performance and raising standards
• Strong experience across onboarding, content operations, support and partner compliance or governance
• Ability to balance pace of growth with strong control and quality discipline
• Experience working cross-functionally with commercial and technology teams
• Strong process and systems mindset, with experience improving workflows and efficiency
• Data-led approach with the ability to organise, prioritise and hold teams and partners to account
• Confident people leader who creates clarity, ownership and high standards
• Comfortable navigating complexity and implementing practical improvements
Interview Process:
• Stage 1: Recruiter Screening Call (30 mins)
• Stage 2: Competency / Panel Interview (60 mins)
• Stage 3: Final Interview with Senior Stakeholder (60 mins)
Our process may vary depending on role and availability. We keep candidates informed of any changes.
Skills Required
- Significant leadership experience in marketplace or ecommerce operations
- Proven track record of improving operational performance
- Strong experience across onboarding and content operations
- Experience working cross-functionally with commercial and technology teams
- Strong process and systems mindset
What We Do
At Moonpig Group our mission is to help people connect and create moments that matter. We’re an international group made up of two brilliant brands – Moonpig in the UK, US and Australia, and Greetz in the Netherlands. We’re a technology platform at heart, but our customers know us as the leading eCommerce destination for greetings cards, gifts and flowers. Last year we delivered over 70 million personalised cards, gifts and flower bouquets in over 50 million orders, helping our customers celebrate all the occasions that matter to them, from milestone birthdays and anniversaries to new arrivals and all of those just-becauses. We have awesome people and a caring company culture: We give teams autonomy while supporting personal growth at all levels. Plus, we know how to have fun! Don’t just take our word for it, though; in Feb 2022, Moonpig was officially recognised as an outstanding company to work for by Best Companies and we earned a 2-Star accreditation, which is Best Companies second-highest standard of workplace engagement and represents organizations striving for the top. Head over to our careers site for more company info and our current opportunities - https://www.moonpig.com/uk/blog/moonpig-careers/moonpig-careers/
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