Fulfilment Manager

A growing organisation is seeking an experienced Fulfilment Manager to oversee day-to-day fulfilment operations, ensuring seamless order processing for both direct-to-consumer (DTC) and retail clients. This role is key to maintaining efficiency, enhancing performance, and delivering an exceptional customer experience.

Key Responsibilities:

• Lead and manage a team of 20+ fulfilment staff, optimising performance across key metrics to ensure operational excellence.
• Train, coach, and mentor team members, conducting regular performance reviews and serving as the primary escalation point for fulfilment-related matters.
• Drive improvements in quality and order accuracy through structured processes and continuous improvement initiatives.
• Ensure full compliance with food safety and operational standards, maintaining accurate records and adherence to best practices.
• Maintain a 100% on-time, in-full (OTIF) delivery rate with no substitutions for customers.
• Oversee decision-making on personnel and safety matters, fostering a strong culture of food safety and health & safety compliance.
• Promote a mindset of continuous improvement, empowering the team to enhance efficiency and service levels.
• Lead efficiency-focused projects to optimise fulfilment processes and customer satisfaction.
• Act as the key liaison with third-party logistics (3PL) partners, managing relationships and ensuring service expectations are met.
• Collaborate with teams across Warehouse, Engineering, Technology, Finance, Technical, and Customer Service functions to drive operational success.

Ideal Candidate Profile:

• A proactive problem solver with a track record of identifying opportunities and driving change.
• Data-driven and analytical, capable of extracting insights from operational systems to enhance performance.
• Hands-on and adaptable, comfortable both on the ground and working with data to improve processes.
• Highly detail-oriented, ensuring accuracy and compliance in all aspects of fulfilment.
• A strong team leader and influencer, capable of motivating teams and fostering collaboration.
• Excellent communicator, both in written and verbal interactions.
• Passionate about efficiency and continuous improvement, with proven experience in process optimisation.

This role is ideal for someone who thrives in a fast-paced environment and is eager to drive operational excellence while delivering outstanding service.

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