We’re Hiring! An E-Commerce Operations Manager for Futerra Makes

Role: Account Executive

Department: Futerra Makes

Reports into: Cara Parish



Futerra is a change agency – a hybrid strategy consultancy and creative agency. Our mission to make sustainable development so desirable it becomes normal. We believe sustainability is both a billion-dollar opportunity for business and a chance for us all to change the world for the better. We work with the world’s leading brands to find and unlock that opportunity through smart strategy and world-changing creative.

We are purpose driven. We’re working to help shape a world that is clean, carbon free and circular. Where social justice triumphs, through methods like racially inclusive and equitable green economies. Where everyone gets equal opportunity to realise their full potential on a resilient and healthy planet.

We’re also a great place to work, dedicated to creating a climate of inclusion, equity, and belonging, spearheaded by leadership and systemic change. A place where teams of committed people get together to pool their passion and abilities to work with global players and innovative disruptors to drive positive change. And now we’re looking for someone to join us, to help drive that change.



Futerra Makes is a new division of Futerra that brings sustainable products to market with speed and agility. Futerra has spent 20 years working to make sustainability so desirable it becomes normal. And now, we want to make those choices easier, and support businesses in bringing sustainable products to market at speed.

The first brand/product from Futerra Makes is Lovebug. A D2C insect-based cat food that we launched in collaboration with Mars Petcare. Lovebug’s mission is to make planet-friendly pet care possible. We launched Lovebug in April 2021 and now we are ready to take things to the next level, growing our customer base so that we help more cats save the planet.

That’s where you come in.



We are looking for an experienced and dynamic E-Commerce Operations Manager to join us to support our team in giving our consumers the very best customer experience, maximising the efficiency of our operations and supporting our volume growth as we fully go to market.



In terms of professional experience, we are looking for someone with a proven track record in the majority following disciplines gained within a direct-to-consumer business or the e-commerce function within a wider bricks and mortar business:

  • Stock management – Delivering excellent stock availability whilst minimizing stock loss and maintaining effective stock turnover
  • Customer service – Developing and monitoring service indicators across key customer touchpoints and managing effective delivery versus targeted service levels
  • Operational management – Managing the coordination and effective delivery of cross functional activities via a central operational plan
  • Management information – Monitoring a range of key performance indicators and providing effective analysis and recommendations to the leadership team
  • Data analysis – Crunching large volumes of data to support team in reporting



  • In terms of the role with Lovebug at Futerra Makes this would be co-developed with the successful candidate but would comprise the following at a minimum:
    • Stock management:
      • Monitoring sales, stock levels and managing stock flow to deliver full availability within agreed stock budgets
      • Working with third party logistics providers to effectively manage effective KPIs including stock turnover, rotation, loss etc.
    • Customer service
      • Delivering excellent customer service through management of key customer touchpoints and professional delivery on issues such as:
        • Response to customer queries
        • Resolution of complaints
        • Product delivery deadlines
      • Management information
        • Management of weekly management information dashboard to provide all the information the team needs to make effective decisions. For example:
          • Sales, gross margin and cost of sales
          • Web traffic and conversion rates
          • Stock days, turnover and quality
          • Customer fulfilment rates and services levels
        • Operational management
          • Joint management of a 12 month rolling calendar for all activities stretching from PR campaigns to live events to press releases.
          • Jointly working with our marketing and community teams to deliver events and activities within the plan to the highest standard – for example:
            • Live events and experiences
            • Media interviews and appearances
            • Online community events


We are a small start-up operating in collaboration with one of the world’s biggest pet food companies (Mars Petcare) and one of its most dynamic sustainability change agencies ( operating in one of the most exciting fields in pet care.

We therefore need someone with not just the technical skills outlined above but an entrepreneurial mindset, appetite for innovation and the desire and ability to constantly evolve and improve the way we work.

You will share our values on anti-racism, inclusion and equity and be excited at the prospect of working within a diverse, multigenerational team.  We strongly encourage people of every colour, orientation, age, gender, origin, and ability to apply, with the understanding that you will be adding to Futerra’s diverse team. Because we value a diverse and equitable workplace, we prioritise an inclusive climate absent of discrimination and harassment during the application process and after you join the team. In addition, you will be given the support and resources, through a personal development plan and training opportunities, you need to grow your skill set, as well as work with your manager to understand advancement and growth opportunities at Futerra.



We are based in central London and ideally would like the candidate to be able to work in our office for a minimum of 2-3 days per week.  However, we also would consider remote working full time if required.



  • Competitive salary, dependent on experience.
  • Company bonus share scheme, discretionary and dependent on the profits of the company
  • Company private health plan
  • 25 days annual leave
  • Income protection and death in service
  • Workplace/salary sacrifice pension scheme, 3% employer contribution
  • Cycle to work scheme
  • Mobile phone and MacBook
  • Up to five volunteer days annually
  • All-agency “Away Days” every year


To apply please send your CV and a short cover letter to by 6th August  2021. PLEASE NOTE we can only consider applications from candidates who hold the right to work in the UK.

We encourage all applicants to read through our Candidate Privacy Notice upon application.



Back to Top