Fulfilment Manager

Lily & Roo Ltd; Watford; On-site; GBP 28,000 - 30,000; Full time

Job summary

A leading online jewellery retailer is seeking a Fulfilment Manager in Watford. You will oversee the fulfilment process, manage a team, and ensure timely dispatch of customer orders. The ideal candidate will have experience in e-commerce fulfilment, strong leadership skills, and proficiency in Excel. This full-time role includes managing peak periods and offers a supportive work environment.

Benefits

Company pension scheme

Employee discount on jewellery collections

Supportive work environment

Qualifications

• Proven experience in a fulfilment or warehouse management role, ideally within e-commerce.
• Strong leadership, organizational, and multitasking skills.
• Excellent attention to detail and time management.
• Strong Excel skills for inventory tracking and reporting.
• Ability to stay calm under pressure and manage tight deadlines.
• Flexibility to work weekends during peak periods.

Responsibilities

• Oversee the end-to-end fulfilment process, ensuring all customer orders are processed accurately.
• Manage a team of fulfilment staff and lead process improvements.
• Ensure all orders are dispatched within the company's expected timeframes.
• Monitor and report on KPIs related to fulfilment performance.

Skills

Leadership

Organizational skills

Attention to detail

Time management

Excel proficiency

Education

Experience in fulfilment or warehouse management

Job description

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Fulfilment Manager

Location: Watford

Salary: £28,000 – £30,000

Hours: Full-Time | Monday – Friday, 9am – 5pm (Weekend work required during peak periods)

About Us

LILY & ROO is a leading online jewellery retailer celebrated for its handcrafted pearl collections and exceptional customer service. Renowned for quality and craftsmanship, our brand is built on trust, elegance, and timely delivery. As we continue to grow, we are looking for a passionate and experienced Fulfilment Manager to join our operations team.

Job Summary

As Fulfilment Manager, you will oversee the end-to-end fulfilment process, ensuring all customer orders are processed, packed, and dispatched efficiently and accurately. You will manage a team of fulfilment staff, lead process improvements, and maintain quality control to support high customer satisfaction.

Key ResponsibilitiesTeam Leadership

• Motivate, mentor, and manage the fulfilment team to hit productivity and accuracy goals.

• Lead regular team meetings to communicate expectations, share updates, and provide feedback.

• Create onboarding and continuous training programs for new and existing staff.

Order Fulfilment

• Oversee picking, packing, and dispatching of all orders with accuracy and efficiency.

• Conduct monthly stock takes and ensure inventory accuracy.

• Collaborate with the Customer Service team to maintain accurate stock levels.

• Implement and maintain quality control processes to ensure customer satisfaction.

Process Improvement

• Evaluate current fulfilment workflows and identify opportunities for improvement.

• Introduce new systems, strategies, or technologies to streamline operations.

Timely Dispatch

• Ensure all orders are dispatched within the company's expected timeframes.

• Coordinate with logistics partners to optimise shipping and resolve delivery issues promptly.

Performance Management

• Monitor and report on KPIs, including fulfilment speed, order accuracy, and customer satisfaction.

• Use data insights to make operational improvements and boost team performance.

Peak Period Management

• Forecast and plan resources ahead of high-volume periods (e.g. Christmas, Valentine's Day).

• Ensure additional staffing and scheduling are in place, including weekend coverage if needed.

Qualifications Required:

• Proven experience in a fulfilment or warehouse management role, ideally within e-commerce.

• Strong leadership, organisational, and multitasking skills.

• Excellent attention to detail and time management.

• Strong Excel skills for inventory tracking and reporting.

• Ability to stay calm under pressure and manage tight deadlines.

• Flexibility to work weekends during peak periods.

Preferred:

• Experience in the jewellery or luxury goods industry.

What We Offer

• Company pension scheme

• Employee discount on our beautiful jewellery collections

• Supportive and positive work environment with opportunities for growth

LILY & ROO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Retail Luxury Goods and Jewelry

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