At a Glance
- Tasks: Lead the Customer Operations function and ensure top-notch support in a fast-paced warehouse environment.
- Company: A scaling ecommerce fulfilment business with a dynamic and energetic culture.
- Benefits: Competitive salary, career growth opportunities, and a hands-on leadership role.
- Other info: Join a collaborative team and thrive in a vibrant, on-site work environment.
- Why this job: Make a real impact by building a high-performing team and enhancing customer experiences.
- Qualifications: Experience in warehouse operations and proven leadership skills in customer support.
The predicted salary is between 45000 - 45000 £ per year.
Maidstone, Kent | Full-time, permanent, on-site
Our client is a scaling ecommerce fulfilment business, and they're looking for a Fulfilment Operations Manager to lead their Customer Operations function from the warehouse floor. This is a hands-on leadership role embedded directly within the warehouse operation. You'll work side by side with Warehouse Operations, Continuous Improvement, Tech, and Customer Experience teams to make sure customers get fast, confident, solutions-focused support at every stage of their journey. This isn't a desk job. You'll be leading from the floor, bringing energy, urgency, and ownership into the operation every day, and building a customer operations function that prevents problems before they happen.
What you'll be doing:
- Owning the Customer Operations function end-to-end within the warehouse
- Building and leading a high-performing, accountable support team
- Acting as the final escalation point for complex operational issues
- Working closely with Warehouse Operations to align customer commitments with what's actually deliverable
- Owning ticketing workflows, prioritisation, and escalation pathways
- Driving SLA performance across response times, resolution times, and communication
- Analysing customer trends and recurring issues, and partnering with Continuous Improvement to fix root causes, not symptoms
- Setting KPIs and performance standards for the team, and coaching people to hit them
- Supporting succession planning as the team and business grow
What we're looking for:
- Strong understanding of warehouse and fulfilment operations, including Goods In, Goods Out, Inventory, and Dispatch
- Proven experience leading operational support or customer operations teams
- Comfortable making decisions fast in a live, fast-paced operational environment
- Confident balancing customer expectations against operational reality
- Strong stakeholder management and communication skills
- Track record of driving continuous improvement
- Data-driven, and comfortable using it to spot trends and take action
- At home on a warehouse floor, not just in a ticketing system
You’ll know you’re succeeding when:
- Response times and CSAT are consistently hitting target
- First contact resolution is climbing and repeat issues are dropping
- Your team feels supported, clear on expectations, and is growing into bigger roles
- Warehouse and customer ops are working as one team, not two
If you thrive in fast-paced operational environments, take ownership without being asked, and want to build something rather than just manage it, we'd like to hear from you. This is an on-site role, so you'll need to be able to commute to the warehouse daily.
If you haven't heard back from us within two weeks, unfortunately due to the high volume of applications we receive, we're not able to respond to every applicant. Our client is an equal opportunities employer and welcomes applications from all suitably qualified candidates regardless of race, sex, disability, religion or belief, sexual orientation, or age.
Fulfilment Operations Manager in Tonbridge employer: The Growth Foundation
The Growth Foundation is an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration. With a focus on employee development, we provide ample opportunities for growth within one of the UK's most exciting consumer brands, all while being located in a dynamic environment that encourages creativity and forward-thinking. Join us to make a meaningful impact in the ecommerce space and thrive in a role that values your expertise and passion.
StudySmarter Expert Advice🤫
We think this is how you could land Fulfilment Operations Manager in Tonbridge
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like The Growth Foundation are looking for when hiring for a Fulfilment Operations Manager.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to The Growth Foundation for the Fulfilment Operations Manager, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at The Growth Foundation as a Fulfilment Operations Manager, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out The Growth Foundation’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Fulfilment Operations Manager.
We think you need these skills to ace Fulfilment Operations Manager in Tonbridge
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at The Growth Foundation, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with The Growth Foundation's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at The Growth Foundation. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at The Growth Foundation
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that The Growth Foundation uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at The Growth Foundation. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
