Head of Digital Development and Operations NEW

FitFlop

As Head of Digital Development & Operations, you’ll be responsible for the technical direction, operational performance, and platform evolution of our ecommerce systems. You’ll lead the implementation of new digital infrastructure and build internal capabilities to ensure we deliver a best-in-class customer experience.

You’ll take ownership of the re-platforming project, acting as the senior contact for our systems integrator (SI) and ensuring we build a reliable, scalable, and commercially effective solution.

This role isn’t for a deeply technical architect or equally a hands-off project manager – we’re looking for a technically fluent ecommerce generalist, ideally with hands-on experience of using and running ecommerce platforms, who understands how technical decisions affect customer journeys, commercial performance and operational efficiency.

Crucially, this role also extends beyond delivery. You will be accountable for how our digital ecosystem supports the entire end-to-end customer experience – from checkout flow to payment methods, from fulfilment logic to international growth opportunities – ensuring technology delivers not just functionality, but satisfaction, revenue and brand loyalty.

You will work closely with the wider Digital team and have a dotted line into the business Technology Director. You’ll also lead a small, high-impact internal digital product team (Product Owner, Business Analyst, QA Lead, Front-End / UX Contractor) with potential to take on more.

The Responsibilities:

• Digital Platform Ownership – Lead the evolution and performance of our ecommerce platform and related systems, including Shopify Plus post-migration.
• Re-platforming Leadership – Take end-to-end ownership of the re-platforming project from SAP Hybris to Shopify Plus as part of a wider business technology transformation.
• Agency Management – Act as the senior stakeholder for our Systems Integrator and other development partners – overseeing delivery, quality, and contractual performance.
• Team Leadership – Manage and mentor internal digital roles, setting clear goals and driving high performance across product, BA, QA, and UX.
• Technical Strategy & Roadmap – Define and maintain the digital technology roadmap in line with commercial and operational priorities.
• Operational Excellence – Ensure best practices in digital operations – including release management, site reliability, documentation, and support workflows.
• Cross-Functional Collaboration – Work closely with ecommerce, technology, marketing, trading, customer service, and logistics teams to ensure the tech stack supports broader business goals.
• On-Going Continuous Improvement – Build a roadmap of enhancements and optimisations to improve performance, experience, and operational efficiency.
• Own the digital customer journey holistically – Ensure our technology stack enables a seamless, end-to-end customer experience from discovery through to post-purchase. Work cross-functionally with trading, UX, operations, and customer service to identify and solve experience pain points.

The Person:

• Experience working in ecommerce or digital leadership roles, with exposure to both technical and commercial functions
• Experience leading large-scale re-platforming projects, ideally involving Shopify Plus or similar SaaS solutions
• Proven success managing external agencies or Systems Integrators, with a focus on delivery quality and accountability
• Strong understanding of ecommerce platforms, APIs, CMS, and third-party tools (e.g. ESPs, search, PIM, reviews)
• Technical fluency – able to challenge and guide development teams – but not a deep technologist
• Background working with or alongside trading, marketing, merchandising, or CX teams – or agency-side delivering ecommerce projects and on-going optimisations for clients
• Strong leadership and communication skills, able to align technical execution with commercial strategy

Why Join Us?

• Lead a high-impact ecommerce and digital transformation project
• Play a key role in a fast-growing brand with real investment in digital innovation
• Build and shape a team that delivers long-term impact
• Work in a collaborative, agile environment that values pragmatism, clarity, and customer-first thinking

The Benefits:

• Product Allowance
• Hybrid and flexible working hours
• ️ Summer Fridays (6 days in July and August on Fridays)
• A day off for your Birthday
• 25 days holiday + Bank Holidays
• ️ Work from anywhere for 2 weeks
• ️ WorkPlace Nursery (salary sacrifice scheme to save money on your nursery fees)
• ️ Wellbeing Program – Retail Trust, Sanctus Coaching and Calm App
• Career development allowance ( Personal allowance to use on career development)
• Private health care and or dental care (provided by AXA and DenPlan
• Socials organised by Wellbeing and Feel Good group
• ️ Check out our careers page to learn more!