At a Glance
- Tasks: Lead and develop home delivery operations, driving customer service and efficiency.
- Company: Join B&Q, a leader in home improvement with a focus on diversity and inclusion.
- Benefits: Enjoy a competitive salary, generous holiday, pension scheme, and wellness benefits.
- Other info: Be part of a diverse team committed to sustainability and community engagement.
- Why this job: Make a real impact on customer satisfaction and operational excellence in a dynamic environment.
- Qualifications: Proven leadership skills, experience in cost management, and strong communication abilities.
The predicted salary is between 75000 - 85000 € per year.
Permanent position with a salary from £75,000 - £85,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Field-based working. This position requires national mobility with occasional visits to Head Office in Southampton.
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO), we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Customer Fulfilment Manager (Transport) and you’ll be a big part of this.
Role Purpose: In this highly collaborative role, you will lead the operation and continuous development of our own-fleet final mile home delivery networks, driving improvements in customer service, operational performance and cost to serve. Operating across a complex network of multiple operations, 3PL relationships, 12 regional sites and 53 digital hubs across the UK and ROI, the role plays a key part in evolving the final mile delivery proposition through operational excellence, service innovation and network consistency.
What's the job?
- Lead 3PL teams for delivery planning and own-fleet operations across 1-person, 2-person and crane-assisted home delivery from Fulfilment Centres and Digital Stores, driving improved customer service, operational consistency and cost to serve.
- Work cross-functionally with Logistics Development, Retail, Tradepoint and 3PL partners to evolve the home delivery proposition, including extended cut-off times, lead time reduction and service innovation to meet our customer expectations.
- Ensure operational processes continually evolve to deliver safety, compliance and legislative adherence across the delivery network.
- Review 3PL supplier base and lead tender activity to deliver best value across service, innovation and cost, aligned to B&Q contract governance frameworks.
- Drive development of a “one network” operating model to improve service, network efficiency and cost to serve across final mile operations.
- Through the Sustainability Manager, lead delivery of the Kingfisher sustainability agenda across transport operations, supporting alignment to the Kingfisher Net Zero Roadmap.
- Partner with Retail and Logistics providers to deliver high levels of customer service, ensuring robust operational contingency plans are in place to support peak and disruption management.
- Contribute to a high-performance culture that develops future logistics talent and supports sustainable knowledge transfer across the function.
Key Business Relationships: Works with the following teams to effectively deliver efficient and effective service for Customers:
- Logistics
- Retail Network
- Retail Leadership Teams
- Third Party Logistics Partners
- Finance
- Key contacts within Kingfisher and other banners within the Group
What we need:
- Ability to lead, develop and coach teams to drive high performance.
- Experience of managing costs and delivery efficiencies.
- Previous experience of managing multiple stakeholders.
- Ability to communicate and influence at a senior level.
- Good level of skill in Microsoft Office/ Teams/ SharePoint would prove beneficial.
- Able to demonstrate experience in managing multiple projects with the ability to define clear timelines and deliver against them.
What's in it for me? As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
For any recruitment adjustments, please contact recruitment@b-and-q.co.uk.
Customer Fulfilment Manager (Transport) employer: B&Q Limited
At B&Q, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values diversity and inclusion. As a Customer Fulfilment Manager (Transport), you will enjoy a competitive salary alongside an impressive benefits package, including an award-winning pension scheme, generous holiday allowance, and opportunities for professional growth within a supportive environment. Our commitment to employee wellbeing and sustainability ensures that you will be part of a forward-thinking team dedicated to making a positive impact in the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Fulfilment Manager (Transport)
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for the interview process. This insider info can give us a leg up!
✨Tip Number 2
Prepare for those tricky questions! Think about how your past experiences align with the role of Customer Fulfilment Manager. We should practice articulating our achievements and how they relate to improving customer service and operational performance.
✨Tip Number 3
Show off your leadership skills! Be ready to discuss how you've developed teams in the past. We want to highlight our ability to coach and drive high performance, especially in a collaborative environment like this one.
✨Tip Number 4
Don’t forget to ask questions! At the end of the interview, we should have a few thoughtful questions prepared. This shows our genuine interest in the role and helps us understand how we can contribute to the team’s success.
We think you need these skills to ace Customer Fulfilment Manager (Transport)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Fulfilment Manager role. Highlight your experience in managing teams, costs, and delivery efficiencies. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our mission at StudySmarter. Keep it engaging and relevant to the job description.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved customer service or operational performance in previous roles. We love seeing results!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at B&Q Limited
✨Know Your Stuff
Make sure you understand the ins and outs of customer fulfilment and transport logistics. Brush up on your knowledge about 3PL operations, delivery planning, and how to drive improvements in customer service. This will show that you're not just interested in the role but also have a genuine passion for the industry.
✨Showcase Your Leadership Skills
As a Customer Fulfilment Manager, you'll need to lead and develop teams. Prepare examples of how you've successfully managed teams in the past, focusing on how you drove high performance and fostered a collaborative environment. Be ready to discuss your coaching style and how you handle challenges.
✨Communicate Effectively
This role requires strong communication skills, especially at a senior level. Practice articulating your thoughts clearly and confidently. Think about how you can influence stakeholders and partners, and prepare to share specific instances where your communication made a difference in a project or operation.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities and how you manage multiple projects. Prepare for scenario-based questions where you might need to outline your approach to improving operational efficiency or handling peak times. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
