Head of Supply Chain & Customer Services

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Logistics Strategy & Operations Management:

• Oversee the entire logistics function, including both inbound and outbound supply chains.
• Oversee 3PL & 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 like 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