Head of Operations, EMEA

• Take full ownership of fulfilment operational KPIs across the NL hub and the wider EMEA network: speed, accuracy, and service levels

• Own end-to-end intake, QC, shipping, and returns performance at the NL hub, ensuring adherence to service-level commitments

• Drive daily execution across teams while maintaining a strong focus on scalability and process robustness

• Hold direct oversight of the UK and South Africa operations teams, with local leads reporting into this role

• Set consistent standards, SLAs, and ways of working across the NL, UK, and ZA hubs

• Review weekly operational metrics by function and by hub (intake, QC, shipping, returns, express) and implement improvements

• Manage carrier relationships (e.g. FedEx, UPS, Brinks) across the region, optimising for cost, speed, and reliability

• Maintain strong local relationships with suppliers, runners, carriers, and other regional partners

• Lead the rollout and optimisation of new & existing fulfilment streams

• Design and implement SOPs to support operational complexity and growth across the region

• Identify bottlenecks and implement process improvements to increase throughput and reduce errors

• Leverage data to inform decisions and improve operational performance across all EMEA hubs

• Lead team check-ins (weekly, biweekly, or monthly) across EMEA hubs

• Cultivate a positive team culture rooted in accountability, precision, clarity, and growth

• Act as the primary interface between EMEA fulfilment, customer support, supplier teams, and global stakeholders

• Partner with other Nivoda hubs for cross-hub alignment and contribute insights in WBRs

• 12+ years in operations, fulfillment, or logistics-based office management

• 10+ years experience in managing or leading teams

• Demonstrated ability to execute and enforce daily operational workflows

• Proficiency in Excel/Sheets, SQL

• Proven ability to translate data into clear insights and recommendations that influence business decisions

• Ability to investigate problems, identify root causes, and structure data-driven solutions

• Demonstrable experience using AI tools as part of your day-to-day workflow

• Clear, effective communicator and highly organized leader

• Desire and ability to work in a fast-growing company where processes change continuously

• Experience within the diamond, gemstone, or luxury goods industry

• Familiarity with 3PL providers

Nivoda is proud to be an equal opportunity workplace dedicated to promoting diversity. We don't discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Even if it seems you don't meet 100% of our musts - don't let it stop you. We are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

Please note: Our Talent Acquisition Team is international. We kindly ask you to submit your CV and application in English so that it can be reviewed correctly.

This is a full time position that's 100% on-site in Oude Meer, the Netherlands. Unfortunately, we are unable to offer sponsorship at this time.

If after reading this job description you believe this is not the best fit for you, we'd encourage you to join our Nivoda Talent Pool so we can keep you in mind as new roles open up.