Rags & Bert's

Rags & Berts is a fast-growing pet services business based in Reading.

What was the initial assignment?

Rags & Berts, a fast-growing pet services business based in Reading, approached Electi Talent to hire a senior Operations Manager to support its next phase of growth. With two additional site openings planned, the business required more than operational oversight.

This was not a standard operations role. The individual needed to:

  • Lead licensed, regulated operations
  • Drive commercial performance
  • Strengthen leadership capability
  • Support multi-site expansion
  • Demonstrate the capacity to become a potential future successor to the Managing Director

It required a rare hybrid: small business adaptability, professional leadership maturity, commercial sharpness, emotional intelligence, and hands-on execution.

Why This Role Was So Challenging

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1.

No Natural Talent Pool

The pet services sector is highly fragmented between large FMCG corporates and independent owner-operators. There is very little mid-market, multi-site operational leadership within licensed pet services. There were no direct like-for-like candidates, meaning the search had to extend beyond the immediate industry.

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2.

No Natural Talent Pool

The pet services sector is highly fragmented between large FMCG corporates and independent owner-operators. There is very little mid-market, multi-site operational leadership within licensed pet services. There were no direct like-for-like candidates, meaning the search had to extend beyond the immediate industry.

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3.

Senior Responsibility Within an SME Environment

The role reported directly to the MD and carried strategic weight. However, this remains an SME setting requiring commercial thinking, structured leadership, governance, and hands-on operational involvement. Balancing these demands is uncommon.

The Electi 126™ Search Process

This assignment was delivered using our structured Electi 126™ methodology, designed for commercially critical leadership hires.

Phase 1 – Role Deconstruction

We worked closely with the MD to define measurable commercial expectations, cultural alignment, and non-negotiables. The brief was reframed from pet industry operations to a multi-site licensed operator with commercial growth capability in a scaling SME.

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Phase 2 – Structured Market Mapping

Search metrics:

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Phase 3 – Commercial & Cultural Validation

Shortlisted candidates were evaluated on real commercial accountability, labour and budget control, performance improvement track record, team retention philosophy, adaptability to SME pace, and emotional intelligence. A key evaluation lens throughout the process was whether the individual demonstrated the credibility and capability to take on broader leadership responsibility over time.

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The Outcome

The successful hire brought commercial discipline, multi-site operational structure, strong cultural alignment, growth capability, and leadership maturity suited to a scaling business. This was not simply a functional hire. It was a strategic investment aligned to expansion plans. A key evaluation lens throughout the process was whether the individual demonstrated the credibility and capability to take on broader leadership responsibility over time.

Why Electi 126™ Was Critical

This assignment would likely have struggled under industry-only advertising or surface-level screening. The Electi 126™ framework enabled cross-sector talent identification, deep commercial interrogation, cultural fit validation, and controlled, high-quality shortlisting without compromise.

Key Insight

When hiring an Operations Manager in a scaling SME with expansion plans, you are not simply hiring operational delivery. You are hiring leadership capacity. That requires commercial intelligence, cultural stewardship, growth capability, emotional maturity, and the humility to operate hands-on.

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The smartest leaders will succeed with careful decision making and strategic recruitment, we can help you navigate this. Schedule a call with Louisa directly here to find out how we are challenging the industry norms.

Louisa Fleet, Managing Director

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