Head of Supply Chain & Customer Services

Themile; Sheffield; On-site; GBP 55,000 - 75,000; Full time

Job summary

A logistics and supply chain company based in the United Kingdom is seeking an experienced logistics manager to oversee comprehensive logistics functions, including inbound and outbound supply chains. The successful candidate will lead a high-performance team, manage vendor relationships, and drive process improvements across the operations. Candidates should have at least 7 years of logistics experience with strong leadership capabilities and knowledge of e-commerce and fashion supply chains. This is a pivotal role that ensures operational excellence and high customer satisfaction.

Qualifications

• 7+ years of experience in logistics and supply chain management.
• Strong understanding of fashion, e-commerce, and supply chain operations.
• Excellent leadership skills with experience in managing cross-functional teams.

Responsibilities

• Oversee entire logistics function including inbound and outbound supply chains.
• Lead high-performance logistics and customer service team.
• Identify opportunities for continuous improvement in logistics processes.

Skills

Logistics management

Team leadership

Negotiation

Problem-solving

Communication

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