Lead Shop Operations - Ecommerce (All Genders)

Company Description

With over 25 years’ experience, plus the same enormous passion and ambition we had on day-one, we’re trailblazers in the pet e-commerce industry. Our solutions make over 12 million customers genuinely happier – and that’s something we really care about. We work together to continually adapt; embracing change and the challenges it brings so that we can keep doing better. Join us and discover a place where your potential meets your passion for pets. That’s the power of plus.

Job Description

We're a vibrant, customer-focused team dedicated to creating the best shopping experience for pet lovers across Europe. As our Shop Operations Lead for our Central & Eastern European (CEE) markets, you will play a key role in shaping how our online shops look, feel, and perform - every single day.

In this role, you'll lead and develop a team of Shop Operations Specialists, ensuring flawless execution of onsite and app campaigns, high-quality content, and smooth day-to-day shop operations across multiple markets. You'll balance people leadership with hands-on operational oversight, making sure every banner goes live on time, every campaign meets our standards, and every customer enjoys a seamless shopping experience.

You'll work closely with international stakeholders, drive continuous improvement, and help your team grow, all while keeping our shops fresh, relevant, and perfectly tailored to local customer needs.

Your Responsibilities

• Lead, coach, and develop a team of Shop Operations Specialists responsible for multiple international shops
• Own the end-to-end execution of shop operations across your markets, including task allocation, prioritization, and workload management
• Ensure smooth and high-quality execution of key shop operations processes, covering product and content management as well as campaign delivery (banners, landing pages, content pages, visuals)
• Oversee content maintenance and optimization using our internal Content Management System
• Monitor team performance, conduct quality checks, and implement action plans where needed
• Drive consistency, accuracy, and high quality across all shop content and campaign elements
• Collaborate closely with Category Management, Campaign Management, Marketing, Optimization teams, and external partners
• Identify improvement opportunities, optimize processes, and actively share best practices across the wider Customer Excellence organization
• Provide hands-on operational support during absences or peak workload periods to ensure business continuity

Qualifications

• Very good English skills (minimum C1); additional European languages are a strong plus
• 2-3+ years of experience in e-commerce or a related operational environment
• Leadership experience (people lead, team coordination, or mentoring)
• Strong organizational skills and the ability to manage multiple markets and priorities simultaneously
• High attention to detail and a strong customer-focused mindset
• Confident communicator with the ability to work effectively in international, cross-functional teams
• Problem-solving mindset and willingness to continuously improve processes and ways of working
• Experience working with a CMS is a plus
• Experience with JIRA or similar task management tools is a plus

Additional Information

Headquartered in Munich, with offices across Madrid, Krakow, Wroclaw, London and Vienna, we collaborate because we genuinely love working together - so you’ll be at the heart of an incredible, multinational team. We trust each other to get the job done, which means you’ll benefit from hybrid working, spending 60% of your time in the office and 40% at home. There’s an option to work for 20 days abroad in approved countries too.

Add to that development opportunities that help you to shape your own career path, excellent training and support, wellbeing offers, subsidised transport or bike leasing, plus 20% discount across all our products, and you’ll begin to get a sense of what sets us apart. Find out more about the specific benefits at your local office in our blog posts.

At zooplus, we believe in equal opportunity and support everyone to fulfil their potential. We recognise the power of listening and learning from each other and embrace diversity and inclusion of all.

#LI-Hybrid

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