Operation and Logistic Manager (Maternity Cover) in London

Born in exuberant, ebullient Saint Germain, Paris, in 1961, Diptyque is a creator of evocative perfumes for the self and the home, scented skincare products and desirable decorative objects. Striking a balance between reverie, nature and art, Diptyque extends an invitation to step inside a universe replete with creations that set the imagination free to wander.

MAIN PURPOSE AND SCOPE OF THE JOB:

• Managing Diptyque UK Operations and Inventory.
• Management of Sales Orders (Retail, Wholesale), Inventory for all UK (including Ecom and Corporate) and 3PL management.
• Management of logistics partners.
• Manage and improve accuracy in orders processing, deliveries, freight/shipments and inventory control.

REPORTS TO: CFO

The role has direct reports such as Client services and stock controllers supporting all field locations.

LOCATION: Head Office in Central London

DUTIES AND KEY RESPONSIBILITIES:

• Inventory Management - optimise ECOM and Stores stock holding.
• Manage Sales Orders (all divisions).
• 3PL Management with Performance Measures and Reporting.
• Shipping and Freight Management to optimise costs.

SALES ORDER AND INVOICING:

• Manage Sales orders Process for Retailers and Stores.
• Manage, update Delivery Schedules (Stores and Retailers) and communicate to internal and external stakeholders.
• Support sales during launches/animations & liaise with suppliers for extra stock if necessary.
• Review with Planning Manager as well as coordinating with Retailers, the range of items coming out of lifecycle (Discontinued, Obsolete, etc.).
• Organise Priority deliveries for our Retailers during yearly Key Events.
• Manage end to end processing fulfilment of Corporate sales orders dispatching from 3PL.
• Act as the key corporate operational contact for the Corporate Manager and finance team, providing stock information, order updates and PODs where required.
• Oversee Retailer returns processing across our key locations and manage return receipt with the 3PL.
• POS Orders to Retailers and Stores.

INVENTORY MANAGEMENT:

• Oversee inventory levels and accuracy to prevent out of stocks or overstock situations.
• Implement inventory control measures and cycle counting processes working closely with the Retail Manager.
• Coordinate with demand planning to ensure an adequate supply of products.
• Manage and monitor stocktake process in 3PL and Retail team; report and investigate all discrepancies.
• Implement inventory control measures and cycle counting processes.
• Stock Reconciliation report between ERP and 3PL.
• Stock replenishment and Order Processing.
• Develop strong partnerships with the core cross-functional team.
• Coordinate the SKU rationalisation and product discontinuation processes.

STOCK TAKE:

• Liaise with boutiques regarding preparation and guidelines for stock takes in strong collaboration with the Retail Manager.
• Manage and oversee the end to end stock count process in boutiques, ensuring all discrepancies are investigated and the process is completed in Cegid to update stock holding for boutiques.
• Circulate stock take results to relevant teams with narrative explaining results.

FREIGHT AND SHIPPING MANAGEMENT:

• Ensure compliance with laws and regulations related to the shipping and handling of products.
• Setup key performance indicators (KPIs) for fulfilment operations.
• Regularly analyse and report on performance metrics, making data-driven decisions for process improvement (at Warehouse operation and Transport levels).
• Identify opportunities for process optimisation and cost reduction.
• Stay informed about relevant shipping and customs regulations.
• Act as the key point of escalations for Freight company and Client Service Manager on any transport-related matters.

3PL MANAGEMENT:

• Supervise the 3PL activity to ensure timely and accurate order fulfilment.
• Negotiate with the 3PL (acting as 4PL) to optimise costs.
• Implement continuous improvement initiatives to enhance overall efficiency and customer satisfaction.
• Develop and manage the fulfilment centre budget, including labour, technology, and operational costs.
• Implement processes for handling returns.
• Monitor and address any issues related to damaged or incorrect items.
• Collaborate with customer service teams to address customer inquiries and concerns related to fulfilment.
• Develop and maintain reporting that supports day-to-day decisions and drives continuous improvement for global supply planning.

Channel Operations Management:

• Own operations across all sales channels, each with distinct workflows, ensuring 3PL resources are optimally allocated to meet demand, SLAs, and service targets.

E-commerce Operations & Warehouse Management:

• Own PO and inventory management for e-commerce, ensuring availability of key products and zero avoidable stockouts (including saleable and POSM).
• Lead end-to-end e-commerce fulfilment, driving accuracy, speed, and consistent adherence to quality standards.
• Enforce packaging standards to ensure brand consistency and minimise damage/returns.
• Maintain seamless day-to-day fulfilment execution, proactively resolving operational issues.
• Partner with 3PL to deliver continuous process and productivity improvements and analyse fulfilment costs, identifying and implementing cost-saving initiatives.
• Own the e-commerce returns process, driving SLA adherence, efficient turnaround, and root-cause reduction.
• Own and manage SLAs across warehouse operations and carrier partners, ensuring performance is tracked, met, and continuously improved.
• Ensure value-added services (VAS), including engraving and gift wrapping, are executed to a consistently high standard and within SLA.
• Act as the primary operational interface for Customer Services, resolving fulfilment, delivery, and stock queries quickly and accurately.

The successful candidate will:

• Have had over 5 years’ experience in inventory and warehousing management.
• Knowledge and implementation on a daily basis of client services and order processing.
• Have an incredibly strong analytical mind-set.
• Have the ability to problem solve and get to the crux of the issue by using strong influencing skills and succinct communication.
• Be pro-active and self-motivated. You will need to be persistent to get the right information from the right people.
• Be comfortable presenting to senior leaders.
• Calm under pressure, with strong analytical, organisational, decision-making and proven presentation skills.
• Innovative approach, forward thinking, able to think outside the box.

Qualification:

• Supply Chain Management from IoSCM or equivalent qualification.
• High level of Excel, and other IT Microsoft packages.
• Experience with Navision, Cegid and Tableau an advantage.
• Strong attention to detail.
• Team Management experience required.

Diptyque is committed to diversity in all its forms and considers each application carefully.