Logistics Lead in London

Koala is a global furniture brand bringing Australian design and innovation to the world. We create forward-thinking products that solve problems for people and homes everywhere, driven by our purpose to make the world a more comfortable place. We’ve always believed in doing things differently, whether in the way we develop products, how we do people and culture, or the way we bring the brand to life. That mindset has fuelled our growth, helping us disrupt categories in ways that are creative, bold and often unexpected. While we’re a household name in Australia, our journey on the global stage is only just beginning. Since launching in 2015, our furniture has reached homes across Australia, Japan, the US and the UK. As a B Corp-certified, customer-obsessed, and data-led company, we’re committed to revolutionising furniture for generations to come through design, innovation, and meaningful sustainability.

Role Description: Koala launched in the UK at the end of 2025, and we’re just getting started. This is a rare chance to shape the logistics and fulfillment playbook for an early stage market backed by a proven, globally scaling brand. You’ll draw on learnings from our established Australia, Japan and US operations while adapting to the nuances of the UK landscape. If the idea of building something meaningful from the ground up gets you out of bed in the morning, keep reading.

As the UK Logistics Lead at Koala, you'll own the customer order fulfillment flow from Customer order placement to fulfillment via the UK 3PL & delivery via our freight partners. You will also assist with management through process design, cost optimization, and reverse logistics. You'll sit at the intersection of operations, supported by global HQ, using data, SLAs, and automation to deliver a best-in-class customer experience at the best sustainable cost. This is a high-impact role for someone who thrives on turning complex logistics networks into simple, scalable processes and who sees AI and automation as levers to unlock CX, speed and operational savings.

Key Responsibilities:

• Customer Order Fulfilment 3PL & LMD Freight Partner Management
• Own the day-to-day relationship and performance of our Customer order Fulfillment 3PL and support our warehousing partner with domestic outbound freight.
• Lead weekly operating meetings, quarterly business reviews, and managing performance scorecards with all logistics & Fulfillment partners.
• Escalate and resolve operational issues quickly to protect the customer experience.
• Customer Order Fulfillment Process / Warehouse Operations (via 3PL)
• Support Koala via our 3PL partner in the end-to-end fulfillment process, inbound receiving, put-away, storage, pick/pack, outbound shipping, and last-mile delivery.
• Monitor and manage backorders systematically and assist the Customer Service team in maintaining customer expectations on delivery dates.
• Maintain new product launch timelines, passing relevant information to fulfillment centres & courier partners so Koala and partner systems are aligned.
• Reporting SLAs, standard operating procedures, and quality standards.
• Ensure inventory accuracy, cycle count cadence, and stock health, through partner-managed processes and system controls.
• Closely monitor and manage costs and continuous improvement in Logistics cost ratio (Logistics & Fulfilment costs as a % of gross revenue).
• Strategy, Negotiation & Roll-Out
• Support Koala HQ with the negotiation, set-up, and roll-out of our logistics strategy in close partnership with HQ.
• Support the operational roll-out of potential new partner, and new service offerings (e.g., expedited shipping, additional carriers, premium services).
• Cost Optimization & Sustainability
• Support Koala HQ driving continuous cost optimization across inbound freight, storage, pick/pack, deliveries, and returns.
• Support Koala HQ with unit-economics views of fulfillment to identify efficiency savings opportunities and trade-offs.
• Own invoice reconciliation and audit against contracted rates; resolve discrepancies with partners.
• Own inventory reconciliation align back to financial accountability of service providers and HQ finance teams.
• Establish and manage sustainable and environment accountability for all Koala product returns, working closely with recycle and donation partners where necessary.
• Performance, KPIs & Customer Experience
• Define, track, and report weekly KPIs across service, cost, quality, and speed (e.g., DOT, cost to deliver, SLAs, NPS-related logistics drivers).
• Protect and continuously improve customer service levels (delivery promise, on-time delivery, damages, and returns experience).
• Partner with Customer Service on root-cause analysis of logistics-related tickets and drive corrective actions.
• Process & Automation (AI-Enabled Operations)
• Design, document, and continuously improve operational processes across the entire logistics function from inbound through reverse logistics.
• Identify and deploy automation and AI use cases across forecasting, exception management, invoice reconciliation, carrier selection, returns triage, and reporting.
• Embed automation into partner workflows so exceptions (not routine tasks) drive human attention.
• Champion data quality, dashboarding, and self-serve reporting across the logistics function.

Ideal background:

• 3-7 years in logistics, fulfillment, or supply chain operations, ideally DTC/e-commerce/retail.
• Proven experience managing Customer order Fulfilment 3PL and or freight partners.
• Experience in cost optimization across inbound, warehousing, outbound, and reverse logistics.
• Driving continuous service and cost improvements in all facets of Logistics and Fulfilment operations.
• Hands-on experience running weekly operating rhythms, KPI reviews, and QBRs with external partners.
• Has had some exposure of contract negotiation, RFPs, and commercial outcomes.
• Experience setting up or re-engineering operational processes, bonus for leveraging automation and AI.
• Solid financial literacy: invoice reconciliation, rate cards, unit economics.
• Fluent in Excel/Sheets; comfortable with BI tools (Looker, Tableau, Power BI).
• Prior platform experience with ERP, WMS and/or Order Fulfilment systems.
• Clear communicator who can influence cross-functionally and across a global HQ, with reasonable planned overlap with Australia (AEST) when required.
• Customer-obsessed mindset with a bias for action and outcome.

Perks and Privileges:

• Hybrid working - We’re mixing it up with ~2-3 days in our London Treehouse (office) and work from bed/home (WFB).
• Generous time off - Koala life leave, volunteer, parental, and more to help keep your work-life balance, balanced.
• All Koalas can expect to enjoy free Koala products with ‘mates rates’ for your friends and fam!
• Access to our Employee Assistance Program, which includes unlimited sessions for financial, work, relationship, family or wellbeing support.
• Competitive pension matching with NEST.
• Accelerate your career via our Learning Management platform, as well as individual and team growth budgets and dedicated days.
• Community & connection - We believe that simply doing ‘no harm’ isn’t good enough.

At Koala, we do things a little differently and we don’t shy away from the fact that we expect a lot from our employees! We have no ego; we seek feedback that grows us; and we have a strong bias for action. We want you to challenge expectations, always look to make a difference and give us something different from the norm. We want people that bring great energy, that have a long-game focus and are always trying to find new angles and approaches to the way we work. We're a team full of entrepreneurial spirit and have a relentless focus on 'what's next' but while always reviewing 'what's been done' and learning, growing and adapting. We're confident, but NEVER complacent and we adapt to change like Ben Stokes chasing down the impossible. Honesty and empathy drive everything we do, as well as a total focus on exceeding our customers’ expectations. So if you feel like this could be you... well what the bloody hell are you waiting for? Drop us a line, and let's see what you've got! ;)

There’s no such thing as a ‘perfect’ candidate, Koala is a place where everyone has opportunity. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. We’re an equal opportunity employer, and recognise that a diverse workforce is crucial to our success as a business.