Job Title: Outbound Operations Shift Team Leader

Location: London (Acton)

Reporting To: Operations Manager

Who we are

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people’s lives by opening access to a more beautiful world.

From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible.

Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry. We are proud to have received:

• Responsible Jewellery Brand, 2026 – Country & Town House

• Responsible Luxury Business of the Year, 2025 & 2026 – Positive Luxury

• Top 50 Inspiring Workplaces (UK & NI), 2024 – Inspiring Workplaces

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female-founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery.

We are looking for an Outbound Operations Shift Team Leader to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

Where we need your help

The Outbound Operations Shift Team Leader is a pivotal role within our operational structure, offering exciting opportunities for leadership and impact. In this role, you will be responsible for overseeing daily outbound functions and leading a team of Associates to deliver a safe, efficient and high-performing operation. Your duties will involve coordinating task planning, monitoring productivity and quality, providing day-to-day coaching and guidance, supporting colleague engagement and wellbeing, and taking ownership of KPI tracking across your shift.

Working closely with the Operations Managers, fellow Team Leaders and cross-functional departments across the business, you will play a key role in driving performance standards, maintaining stock accuracy and inventory integrity, developing team capability and ensuring operational targets are achieved.

What you’ll do

Shift Performance & KPI Accountability

• Manage the team across various operational warehouse and fulfilment functions, ensuring carrier timelines and delivery targets are met

• Monitor daily workflow and productivity to ensure the team achieves the required KPIs

• Ensure effective deployment of labour and resources to meet daily operational priorities and service levels

• Maintain high standards of safety, quality, stock accuracy and operational compliance across the shift

• Regularly collaborate with the operations leadership team and other departments to cultivate strong, proactive working relationships

As a People Manager:

• Coach and develop your direct reports to support individual growth, capability and performance

• Conduct regular 1:1s, probation reviews and performance conversations, providing timely and constructive feedback

• Recognise and celebrate individual and team successes to promote engagement and a positive team culture

• Manage attendance, performance and conduct matters in line with company policies and procedures

• Lead the onboarding and training of new starters, ensuring they have the tools, knowledge and support to succeed

• Lead by example, role modelling MV values, behaviours and ways of working

• Create an inclusive, safe and supportive working environment where team members feel empowered to contribute and make decisions

• Work collaboratively with the Operations Leadership Team and People & Culture team to resolve people-related matters and support team development

What you’ll bring

Bring your enthusiasm, ideas and a proactive mindset to this role where you won't just track metrics, but directly inspire and maintain an agile outbound team. We are looking for a collaborative team player with a strong work ethic and relevant operational experience gained in a fast-paced environment. You should possess an analytical approach to problem-solving, an eagerness for continuous learning and a natural ability to organise workflows accurately under pressure while keeping site safety and standards at the forefront.

• Connect & Empower

  • Excellent communication skills with the ability to tailor messages, drive clear two-way communication and build strong working relationships across teams

  • Ability to coach and develop team members through regular feedback, training and support, creating an engaged and high-performing team

• Drive & Deliver

  • Demonstrated ability to plan, organise and coordinate daily operational activities, ensuring resources are deployed effectively and priorities are delivered

  • Ability to monitor performance, analyse operational data and use insights to drive accountability, productivity and continuous improvement

• Grow & Adapt

  • A proactive and adaptable approach, with the ability to respond positively to changing priorities and operational demands

  • Commitment to continuous improvement, encouraging learning, sharing ideas and supporting positive change within the team

• Master & Apply

  • Relevant operational experience gained within a fast-paced warehouse, logistics or fulfilment environment

  • Strong understanding of warehouse processes, inventory control, health and safety requirements and operational best practices, with the ability to apply this knowledge to support team success

To be successful at Monica Vinader, it helps if you...

• Are hands-on, solutions-focused, and entrepreneurial

• Collaborate openly with humility, honesty, and humour

• Embrace learning, teaching, and personal growth

• Stay resilient, adaptable, and self-motivated in a creative environment

• Speak up when you don’t know - and act fast to figure it out

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

To and from our Acton site daily, remote/hybrid working is not available. Regular travel to our Norfolk / London office may be required.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

We put our customers at the centre of every decision and deliver thoughtful, personal experiences.

Caring

We act with respect and empathy for people, communities, and the planet.

Fast Paced

We move with focus and flexibility to make progress quickly and decisively.

Exceptional

We hold ourselves to high standards and are always learning, improving, and raising the bar.

Commercial

We make smart, data-led decisions that create long-term value for the business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:

Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.