D2C Commercial Operations Manager (London, LND, GB)

About the Role:

We’re looking for a D2C Commercial Operations Manager to lead the commercial performance of our Direct-to-Consumer channels, shaping and delivering plans that drive sustainable sales growth, profitability and a strong consumer experience.

This is a broad and highly collaborative commercial role, with ownership across trading strategy, pricing and promotions, forecasting, portfolio performance, stock and fulfilment. You’ll work closely with our D2C, Partner Stores, Supply Chain, Warehouse and Operations teams to ensure our commercial plans translate into strong execution and deliver against our business objectives.

You’ll use commercial insight and performance data to identify opportunities, optimise our portfolio and ensure our D2C channels remain differentiated, competitive and positioned for growth.

What Makes This Role Exciting? This is an opportunity to influence the full D2C commercial journey – from what we sell and how we promote it, through to forecasting, availability and fulfilment. You’ll have the scope to shape commercial decisions, work across a broad range of teams and directly influence the growth and future development of our D2C business.

Main Responsibilities:

Commercial Strategy & Trading Develop and execute the D2C commercial plan, supporting the delivery of sales, margin and consumer objectives. You’ll own the pricing, promotional, discount and trading strategy across core, seasonal, exclusive and service-based product ranges, while continuously monitoring key commercial KPIs including volume, sales and discount performance.

Working closely with the Head of D2C eCommerce, you’ll contribute to the development of the UK D2C strategic plan, manage commercial budgets and support sales volume and A&P planning. You’ll use market insight, performance data and robust commercial modelling to identify opportunities and inform future decisions.

Portfolio & Category Management Lead the commercial management of the D2C portfolio, ensuring our core, seasonal, exclusive and service propositions remain differentiated, competitive and commercially successful. You’ll use consumer insight, commercial performance and customer experience considerations to inform trading and portfolio decisions.

You’ll also coordinate new product launches, bringing together forecasting, product setup, content requirements and operational readiness, while supporting effective online and physical retail merchandising to maximise consumer engagement.

Forecasting, Stock & Fulfilment Own the commercial oversight of forecasting, inventory and fulfilment performance, working closely with Supply Chain, Warehouse and Operations teams to maintain strong stock availability and operational efficiency.

You’ll manage stock levels by balancing rate of sale, availability and profitability, while regularly reviewing stock risks, BBE, buffer levels and potential destruction to minimise waste. You’ll identify supply and fulfilment risks early and lead cross-functional reviews to determine appropriate actions and opportunities.

Performance & Operational Excellence Coordinate activity across supply, operations, content, merchandising and campaigns to ensure successful commercial execution. You’ll establish consistent D2C performance management and reporting and own trading readiness activities, including delivery propositions, operational contingency planning and fulfilment communications.

People Leadership Lead, motivate, coach and develop the team, creating an environment built around empowerment, collaboration and accountability. You’ll support individual development and capability building while promoting effective communication across D2C and the wider cross-functional teams.

About You:

You’ll bring strong relevant commercial experience, ideally gained within D2C, eCommerce, retail, FMCG or a related environment, together with a degree or equivalent relevant experience.

You’ll have a strong understanding of D2C commercial strategies across pricing, promotions and product, alongside experience in category or portfolio management, commercial planning and forecasting. Experience of managing stock, inventory or fulfilment performance in partnership with Supply Chain or Operations teams will also be important.

Strong analytical and commercial skills will enable you to interpret performance, identify opportunities and translate insight into clear actions. You’ll understand how commercial decisions influence the wider consumer experience and bring strong stakeholder management skills, with the ability to work effectively across commercial, marketing, supply chain and operational teams.

Previous people management or team leadership experience will be important, alongside the ability to bring teams together and drive delivery in a fast-moving commercial environment.

What We Offer:

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About Ferrero:

Ferrero began its journey in the small town of Alba in Piedmont, Italy, in 1946. Today, it is one of the world’s largest sweet-packaged food companies, with many iconic brands sold in countries all over the world. Find out more about Ferrero at ferrero.com.

DE&I at Ferrero:

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative, and highly rewarding. Find out more here.