Chief Operating Officer - Pet Care & Nutrition

Our client is a well-established, pet health and supplement company. Founded by a veterinarian and thought leader, the company serves hundreds of thousands of customers across North America and Europe through a direct-to-consumer e-commerce model.

This fully remote Chief Operating Officer position offers the opportunity to lead daily operations and drive growth for a mission-driven organisation that is expanding into the UK and broader European Union markets. You'll work with a small, dedicated team spread across multiple time zones, managing operations within Pacific Time Zone hours (8:00–16:00 PT).

The ideal candidate will bring proven e-commerce leadership experience, strong operational systems thinking, and a passion for building high-performing remote teams.

Work Schedule: Remote with availability required during 8:00–16:00 Pacific Time (17:00–01:00 CET)

Key Responsibilities

Operational Leadership & Team Management

• Establish and maintain operational cadence including weekly scorecards, priorities, and structured issue resolution across the remote team
• Build and lead a high-performing team of approximately 20 direct reports and contractors, ensuring clear accountability and consistent delivery on deadlines
• Implement role scorecards, performance metrics, and coaching frameworks to drive excellence and team development
• Create a positive, purpose-driven culture that attracts and retains talented individuals in a fully remote environment

E-commerce Growth & Strategy

• Drive end-to-end DTC operations including fulfilment, inventory management, customer experience, and analytics integrity
• Lead data-informed experimentation and customer journey optimisation to scale revenue and improve retention metrics
• Manage and optimise Shopify platform, subscription models, and recurring revenue streams
• Understand and apply retention economics (LTV:CAC ratios, cohort analysis, repeat purchase drivers)
• Balance growth initiatives with profitability through conversion rate optimisation and multi-channel attribution

International Expansion

• Support expansion into UK and EU markets, navigating regulatory requirements for pet and human supplement categories
• Address distribution challenges and identify growth opportunities in new geographic markets
• Collaborate on market entry strategies whilst maintaining operational excellence in existing markets

Strategic Partnership with Founder

• Act as trusted partner to the CEO, enabling him to focus on content creation, community engagement, and thought leadership
• Exercise sound judgement in decision-making whilst building trust and earning autonomy over time
• Communicate clearly and regularly, adapting to the CEO's communication style and time zone shifts

Technology & Systems

• Leverage AI systems and automation tools to improve operational efficiency without compromising customer care quality
• Maintain tech-oriented approach to systems development and process optimisation
• Ensure analytics integrity and data-driven decision-making across all functions

Requirements:
• Minimum 5 years of C-suite or senior operations leadership experience in a direct-to-consumer e-commerce company
• Proven track record of scaling revenue, retention, and profitability in an e-commerce environment (specific metrics and outcomes required)
• Deep expertise in e-commerce operations including Shopify platform management, subscription models, inventory management, and fulfilment operations
• Strong understanding of DTC metrics including retention economics, LTV:CAC ratios, cohort analysis, and conversion rate optimisation
• Demonstrated team-building and people management capabilities including hiring, onboarding, coaching, and managing performance
• Excellent written and verbal English communication skills with ability to communicate clearly across remote teams
• High emotional intelligence with proven ability to build trust, manage relationships, and navigate founder-led organisational dynamics
• Technology-oriented mindset with experience implementing systems and process improvements
• Availability to work core hours aligned with Pacific Time Zone (minimum 6 hours between 8:00–16:00 PT / 17:00–01:00 CET)
• Legal authorisation to work in your country of residence as an independent contractor or employee (employment structure varies by location)

Preferred Qualifications

• Experience with international expansion, particularly into European markets
• Familiarity with regulatory requirements for supplement products (veterinary or human health)
• Background working with or for European-based companies whilst serving North American markets
• Experience leading fully remote, internationally distributed teams
• Personal passion for animal welfare, pet health, or holistic healthcare
• Demonstrated success navigating scaling challenges including inventory complexity, margin pressure, and multi-market operations
• Experience with AI implementation and automation in operational contexts

Benefits:
• Salary Range: €106,000 – €110,000 per annum (depending on experience and location)

• Base salary: €106,000 – €110,000
• Performance bonus based on agreed KPIs

• 10 statutory holidays (varies by country of residence)
• 2 weeks paid time off (increases with tenure)
• Sick leave in accordance with local regulations
• Health benefits may be available depending on country of residence and employment structure
• Fully remote work environment with flexibility in location

Equal Employment Opportunity and Non-Discrimination Policy

Equal Employment Opportunity Statement

Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, nationality, age, disability, genetic information, or any other characteristic protected under EU law and the laws of the respective EU member states.

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Both Keller Executive Search and our clients are committed to providing reasonable accommodations to individuals with disabilities, in accordance with EU Directive 2000/78/EC and national laws of EU member states. We engage in an interactive process to determine effective, reasonable accommodations.

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For client positions, compensation information will be provided in accordance with applicable EU and national laws. When required by law, salary information will be included in job postings or provided during the recruitment process. We are committed to pay transparency and equal pay for equal work, in line with EU Directive 2006/54/EC and national laws on pay equity.

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Both Keller Executive Search and our clients are committed to pay equity and conduct periodic pay equity analyses in accordance with applicable EU and national laws.

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We comply with EU Directive 2003/88/EC concerning certain aspects of the organization of working time, as well as national laws of EU member states regarding working hours, rest periods, and leave entitlements.

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We are committed to providing a safe and healthy work environment in accordance with EU Framework Directive 89/391/EEC on Safety and Health at Work and relevant national laws of EU member states.

Works Councils and Employee Representation

We respect the rights of employees to form and join works councils and other forms of employee representation in accordance with EU Directive 2009/38/EC and national laws of EU member states.

Country-Specific Declarations

While this policy provides a general framework applicable across the EU, it's important to note that specific employment laws can vary significantly between EU member states. To ensure full compliance with local regulations, we make the following provisions:

Local Law Compliance: In addition to EU-wide regulations, we comply with all national laws and regulations of the specific EU member state where the employment takes place.
Country-Specific Addenda: For each EU country where we operate, we maintain country-specific addenda to this policy. These addenda outline any additional requirements, protections, or procedures mandated by national law that go beyond or differ from EU-wide standards.
Language Requirements: In countries where local law requires that employment policies be provided in the local language, we will make available a properly translated version of this policy and its co