At a Glance
- Tasks: Lead the customer fulfilment process and ensure top-notch service delivery.
- Company: Join Hawkstone, a rapidly growing premium beer and cider brand in the UK.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Collaborative culture with opportunities to drive continuous improvement.
- Why this job: Make a real impact in a fast-paced industry while developing your leadership skills.
- Qualifications: Experience in customer fulfilment and team management is essential.
The predicted salary is between 37800 - 46200 £ per year.
IMPACT EVOLVE are exclusively retained to hire another exciting role for Hawkstone.
Reporting to
- Head of Supply Chain
- Role Purpose
Hawkstone is one of the fastest growing premium beer and cider brands in the UK, operating across retail, hospitality, direct to consumer and merchandise channels.
As the business scales, the volume and complexity of customer orders, delivery requirements and service expectations continue to increase.
The Customer Fulfilment Manager owns the end-to-end order fulfilment process, providing clear oversight of service performance, stock constraints, delivery risks and customer issues.
Leading the customer fulfilment team and managing Hawkstone's external direct-to-consumer fulfilment partner, the role works closely with sales, logistics, inventory, finance, warehouses and customers to coordinate order activity and resolve issues before they affect service.
This role requires a confident people leader who can balance customer service, operational control and commercial priorities -highly organised, comfortable managing a fast-moving order book, and accountable for building the processes, standards and team capability required to support continued growth.
Key Responsibilities
- Own the end-to-end order fulfilment process, ensuring orders are received, checked, released and placed within agreed lead times, with clear oversight of the order book, delivery commitments and exceptions.
- Lead, coach and develop the customer fulfilment team, setting clear priorities, service standards and accountabilities.
- Share accountability for customer OTIF performance while owning order accuracy, response performance and customer satisfaction, reporting regularly on service performance and improvement actions.
- Coordinate stock allocation with sales and supply chain when availability is constrained, and own shortage reporting so risks and customer impacts are clearly understood.
- Maintain an overarching view of current and future orders, flagging foreseeable service, stock or delivery issues to Sales early, and attending relevant sales/operational meetings to align priorities.
- Plan delivery dates around bank holidays, seasonal peaks, customer events and promotional activity, coordinating with logistics partners on bookings and re-deliveries.
- Monitor service updates, proof of delivery and outstanding delivery issues, resolving customer and delivery queries and escalating recurring issues through to closure.
- Maintain a controlled customer fulfilment inbox with clear triage, escalation and response standards.
- Drive continuous improvement across order processing, customer communication and fulfilment workflows, developing procedures and reporting that support scalable growth.
Skills & Experience
- Proven experience in customer fulfilment, order management or supply chain within a fast-moving environment.
- Experience leading and developing a team, including performance management.
- Strong understanding of end-to-end order processing, stock allocation, delivery management and customer service performance.
- Experience managing third-party service providers or fulfilment partners against agreed KPIs.
- Confident using ERP, order management and customer service systems, with strong Excel and reporting capability.
- Strong communication and stakeholder management skills across sales, operations, customers and external partners.
- Commercial awareness, balancing customer priorities, stock availability, fulfilment cost and operational constraints.
- Experience within FMCG, alcoholic beverages, brewing, food manufacturing or another high-volume consumer goods environment.
- Experience managing OTIF, order accuracy, response time or fulfilment cost measures.
- Experience supporting seasonal peaks, major customer events or direct-to-consumer operations.
- Personal Attributes
Customer focused with a strong sense of accountability for service and delivery outcomes.
A confident, supportive people leader.
Highly organised, calm and solutions-focused under pressure.
Proactive in identifying risks and escalating issues.
Collaborative and relationship-driven, comfortable challenging priorities constructively in a fast-paced, evolving environment.
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Customer Fulfilment Manager employer: IMPACT EVOLVE
At IMPACT EVOLVE, we pride ourselves on fostering a vibrant work culture that encourages creativity and innovation. As a Destination Venue Leader at College Farm, you'll not only have the chance to shape an exciting hospitality experience in the stunning Cotswolds but also benefit from extensive employee growth opportunities and a supportive team environment that values your entrepreneurial spirit.
