Fulfilment Operations Manager

We are looking for an experienced Fulfilment Operations Manager to lead the day-to-day execution of our global fulfilment operation. Reporting to the Head of Fulfilment Operations, you will be responsible for leading the Fulfilment Operations team, managing our network of third-party logistics partners, and ensuring inventory, fulfilment and operational processes deliver excellent service to both our customers and retail partners. Working closely with Supply Chain, Freight, Customer Experience, Commercial and Compliance teams, you will drive operational performance, improve processes and support the continued growth of our global fulfilment network.

Key Responsibilities

Fulfilment Operations & 3PL Management

• Manage the day-to-day performance of our global fulfilment operation, third-party logistics providers and delivery partners.
• Oversee inbound receipts, outbound dispatch, marketplace replenishment, stock transfers, returns and order fulfilment activities.
• Monitor warehouse capacity, operational KPIs, service levels and order backlogs, ensuring issues are resolved promptly and corrective actions implemented.
• Maintain effective inventory control across all fulfilment locations, including stock accuracy, reconciliations, inventory health and operational compliance.
• Build strong relationships with warehouse partners, driving accountability, continuous improvement and operational performance.

Stakeholder Management & Continuous Improvement

• Build strong relationships across Supply Chain, Freight, Trade, Marketplace, Customer Experience, Merchandising, Finance and Compliance.
• Ensure fulfilment operations remain aligned with wider business priorities, growth plans and customer expectations.
• Provide regular reporting on operational performance, risks and improvement initiatives.
• Support cross-functional projects that improve operational efficiency, scalability and customer experience.
• Drive initiatives that improve inventory recovery, reduce operational waste and maximise efficiency across the fulfilment network.

Team Leadership

• Lead, coach and develop Fulfilment Operations Executives, Assistants and future Team Leads across multiple international locations.
• Set clear objectives, priorities and KPIs, ensuring the team delivers against operational targets.
• Allocate workload, manage resources and act as the primary escalation point for operational issues.
• Conduct regular one-to-one meetings, performance reviews and development plans, supporting recruitment, onboarding and training.
• Foster a high-performing culture built on accountability, collaboration and continuous improvement.

Operational Excellence & Business Implementation

• Drive continuous improvement through process optimisation, standardisation, automation and operational controls.
• Develop, maintain and enforce Standard Operating Procedures (SOPs) across internal teams and external fulfilment partners.
• Lead root cause investigations and implement corrective and preventative actions to improve operational performance.
• Support the onboarding of new retailers, marketplaces, warehouse partners and fulfilment programmes, ensuring successful implementation with minimal disruption.
• Identify opportunities to improve productivity, service levels, inventory visibility and operational efficiency.

Ideal Candidate

• 5+ years of experience in fulfilment, warehouse operations, ecommerce operations or supply chain.
• Proven experience managing operational teams within a fast-paced ecommerce, retail or consumer products business.
• Strong experience managing third-party warehouse and fulfilment partners across multiple regions.
• Excellent understanding of warehouse operations, inventory management and fulfilment processes.
• Demonstrated success improving operational processes, implementing SOPs and driving continuous improvement.
• Commercially minded with the ability to balance customer experience, operational efficiency and cost.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement practical solutions.
• Comfortable working with operational data, KPIs and performance reporting to drive decision making.
• Excellent organisational and stakeholder management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Confident leading change, building accountability and developing high-performing teams.
• Willing and able to travel internationally to visit warehouse partners and operational teams.
• Takes ownership, spots opportunities for improvement, spends mindfully and consistently goes above and beyond to deliver results.

Who is One Retail Group?

One Retail Group is an international online retailer, brand owner, and marketplace specialist. Our story is humble, growing from a single product launched in 2013, we now own multiple brands in the home appliance, lifestyle and personal care categories. Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe.
We work at pace, we learn fast, where necessary we fail fast. This role will provide you with the chance to leave your mark and make a difference to a very exciting company. We're proud of our collaborative team and continued high standards as we work together to achieve our shared ambitious goals.

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