Head of Supply Chain & Customer Services

Head of Supply Chain & Customer Services

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Logistics Strategy & Operations Management

• Oversee the entire logistics function, including both inbound and outbound supply chains
• Oversee 3PL & in house warehouse operations
• Lead seasonal planning and major events such as Black Friday, Thanksgiving, Christmas etc
• Oversee the logistic elements of marketplace onboarding
• Provide strategic oversight of warehouse management and the 3PL partner relationships
• Negotiate and manage shipping rates with carriers, ensuring competitive pricing and service excellence
• Lead escalations with customer service teams, identifying root causes and collaborating with tech teams for solutions

Team Leadership & Development

• Lead and develop a high-performance logistics and customer service team, including training, performance reviews, and team alignment with business objectives
• Oversee logistics staff in both warehouse and customer service operations
• Drive process improvements in areas like stock synchronisation, packaging, and vendor management

Vendor & Supplier Management

• Maintain strong relationships with key logistics vendors, carriers, and 3PLs
• Conduct regular performance reviews and ensure contractual compliance
• Oversee the onboarding and performance management of new logistics suppliers

Operational Excellence

• Identify opportunities for continuous improvement in logistics processes and systems
• Collaborate with external partners (e.g., external suppliers, design teams) to streamline logistics operations
• Ensure smooth coordination of urgent and same-day outbound shipments, and maintain high customer satisfaction

Customer Service Support

• Work closely with the customer service team to address delivery-related escalations
• Conduct root cause analysis of delivery issues and collaborate with other teams (tech, logistics) to resolve them effectively
• Ensure that customer-facing delivery information, lead times, and shipping costs are accurate and up-to-date

Requirements

• 7+ years of experience in logistics and supply chain management, with at least 3 years in a leadership role
• Strong understanding of fashion, e-commerce, and supply chain operations
• Proven leadership skills, including experience managing cross-functional teams
• Excellent negotiation, communication, and problem-solving abilities
• Familiarity with logistics management systems (PVX) and shipping platforms (DHL, UPS, Aftership)
• Experience in start-up / scale up organisations highly advantageous

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Supply Chain

Industries

IT Services and IT Consulting