Head of Supply Chain & Customer Services

Themile; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading logistics firm in Greater London is seeking a Logistics Strategy & Operations Manager. The role involves overseeing the entire logistics function, managing both inbound and outbound supply chains, and developing a high-performance team. The ideal candidate has over 7 years of experience in logistics and supply chain management, particularly in fashion and e-commerce environments. Strong leadership, negotiation skills, and familiarity with logistics management systems are essential. This position offers an exciting opportunity to drive operational excellence.

Qualifications

• 7+ years of experience in logistics and supply chain management.
• Strong understanding of fashion and e-commerce logistics.
• Proven leadership skills in managing teams.

Responsibilities

• Oversee the entire logistics function including inbound and outbound supply chains.
• Lead and develop a high-performance logistics and customer service team.
• Maintain strong relationships with key logistics vendors and carriers.

Skills

Logistics management

Supply chain operations

Cross-functional team leadership

Negotiation skills

Problem-solving abilities

Communication skills

Tools

PVX

DHL

UPS

Aftership

Job description

Logistics Strategy & Operations Management

• Oversee the entire logistics function, including both inbound and outbound supply chains
• Oversee 3PL and 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 such as 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