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- Tasks: Lead fulfilment and customer service teams to ensure smooth operations and exceptional support.
- Company: Join LILY & ROO, a top online jewellery retailer known for quality and customer care.
- Benefits: Enjoy a competitive salary, pension scheme, 21 days holiday, and a fab employee discount.
- Why this job: Make a real impact in a fast-paced e-commerce environment while leading a passionate team.
- Qualifications: Experience in managing fulfilment or customer service, strong leadership, and analytical skills required.
- Other info: Be part of a diverse team committed to operational excellence and customer satisfaction.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Location: Watford
Hours: Full-Time | Monday – Friday, 9am – 5pm (Weekend work may be required during peak periods)
About Us
LILY & ROO is a leading online jewellery retailer known for our elegant, handcrafted designs and outstanding customer service. We pride ourselves on our attention to detail, quality craftsmanship, and a seamless customer experience.
Role Overview
The Fulfilment and Customer Services Manager will oversee the daily operations of both the fulfilment and customer service teams, ensuring orders are processed efficiently and customers receive exceptional support. The role requires excellent leadership, strong communication skills, and the ability to analyse data to drive continuous improvement. You will work closely with the Marketing and Production Manager to ensure processes are aligned across departments and the customer experience remains consistent from order to delivery.
Key Responsibilities
- Oversee and manage all aspects of the fulfilment department to ensure orders are picked, packed, and dispatched accurately and on time.
- Motivate, mentor, and manage the fulfilment team, maintaining a positive and productive working environment.
- Plan staffing schedules and employ temporary staff during peak trading periods (e.g., Christmas, Valentine’s Day).
- Conduct monthly stock takes and ensure inventory accuracy.
- Order stock from UK suppliers and manage supplier relationships.
- Negotiate shipping rates with couriers and ensure cost‑effective delivery solutions.
- Track and report on key KPIs such as fulfilment accuracy, dispatch times, and customer satisfaction.
- Continuously review and improve fulfilment processes to enhance efficiency and accuracy.
- Identify and implement cost‑saving initiatives across postage, packaging, and fulfilment supplies without compromising quality or customer experience.
Customer Services Management
- Oversee day‑to‑day running of the Customer Service team, managed through Gorgias.
- Ensure all customer tickets are handled promptly and professionally, maintaining five‑star customer service standards.
- Train and support team members to deliver empathetic, solution‑focused responses.
- Produce regular reports highlighting common customer issues, trends, and product feedback.
- Identify recurring issues and work with other departments to adjust processes and minimise repeat queries.
- Use data from Gorgias to track performance metrics and identify areas for improvement.
- Work closely with Marketing and Production Managers to ensure efficient coordination between departments.
- Share insights from fulfilment and customer service reports to improve product quality, service standards, and the overall customer journey.
- Support company‑wide projects that contribute to operational excellence and customer satisfaction.
Skills & Experience Required
- Proven experience managing fulfilment and/or customer service operations, ideally within an e‑commerce or retail environment.
- Strong leadership skills with the ability to motivate, manage, and develop teams.
- Experience using Gorgias or similar customer service software.
- Excellent organisational and problem‑solving skills.
- Strong analytical and reporting ability using Excel or similar tools.
- Skilled in negotiating with suppliers and logistics partners.
- Ability to remain calm and focused under pressure, particularly during peak periods.
- Flexible, proactive, and solution‑oriented approach.
What We Offer
- Company pension scheme
- 21‑days holiday
- 50% employee discount on LILY & ROO jewellery collections
- Access to our Employee Assistance Programme
How to Apply
If you’re a motivated leader who thrives in a fast‑paced e‑commerce environment and is passionate about delivering operational excellence, we’ll love to hear from you. LILY & ROO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Industries: Retail, Luxury Goods and Jewelry
Fulfilment and Customer Services Manager employer: LILY & ROO
Contact Detail:
LILY & ROO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fulfilment and Customer Services Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and customer service approach. This will help you tailor your responses and show that you're genuinely interested in LILY & ROO.
✨Tip Number 3
Practice common interview questions with a friend or in front of a mirror. Focus on showcasing your leadership skills and how you've improved processes in previous roles. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the LILY & ROO team.
We think you need these skills to ace Fulfilment and Customer Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership abilities and any relevant experience in fulfilment or customer service to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the Fulfilment and Customer Services Manager role. Share specific examples of how you've improved processes or led teams in the past.
Showcase Your Analytical Skills: Since we value data-driven decision-making, mention any experience you have with analysing KPIs or using tools like Excel. This will show us that you can help drive continuous improvement in our operations.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at LILY & ROO!
How to prepare for a job interview at LILY & ROO
✨Know the Company Inside Out
Before your interview, make sure you research LILY & ROO thoroughly. Understand their products, values, and customer service philosophy. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Fulfilment and Customer Services Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've motivated and developed teams in the past. Think about specific situations where your leadership made a difference in customer satisfaction or operational efficiency.
✨Be Data-Driven
Since the role involves analysing data to drive improvements, be ready to discuss your experience with metrics and reporting. Bring examples of how you've used data to identify issues or enhance processes in previous roles. This will highlight your analytical skills and problem-solving approach.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to handle challenges in fulfilment and customer service. Think about potential peak periods and how you would manage staffing, customer queries, and logistics. Practising these scenarios will help you articulate your thought process during the interview.