Fulfilment manager

Team: Operations

Location: Various Hubs across the Midlands

Salary: Dependent on experience

Hours: Full time, weekends included

Join our milk round 🥛🌎

Our goal at Modern Milkman is to make the home sustainable, and, to date, we've prevented over 100 million plastic bottles from polluting the planet. Not bad for a business that started as four friends from Lancashire delivering milk from a beat-up truck!

We’re using technology, creative problem solving and innovating historical methods to bring back the Milk round and by doing that we offer our customers the ability to make more planet-positive shopping habits one small, simple and very convenient step at a time. We care about local communities and are really proud to connect our customers to local dairies, bakers and producers.

You can find us across the UK and in the US (Connecticut, Massachusetts and Rhode Island)

Your mission 💪

We’re looking for a Fulfilment Manager to take ownership of the performance and operational success of our last-mile delivery across five fulfilment hubs. You’ll ensure we deliver fresh, high-quality products to our customers’ doorsteps, on time and in full, every night, while driving improvements in service, efficiency, and cost per drop.

This is a fast-paced, hands-on leadership role, accountable for the execution of 75,000+ weekly deliveries, delivered overnight by 75 drivers. You’ll be responsible for the oversight of daily fulfilment activities, holding hub teams and delivery service partners (DSPs) to account for performance and compliance. In addition, you’ll lead initiatives to resolve root causes, reduce delivery failures, and deliver the best doorstep experience.

We’re looking for someone who can confidently lead both people and process, working closely with our wider operations, supply chain and tech teams to keep things moving, and to drive quality and efficiency at every stage of the fulfilment journey and improving driver engagement.

Key Responsibilities 🥛

Operational Performance & Hub Management

* Full accountability for the operational performance of 5 fulfilment hubs
* Ensure successful overnight execution of orders maintaining a 99% OTIFIQ (On Time, In Full, In Quality) target
* Own and improve key KPIs including OTIFIQ, Driver Retention, Cost per Drop and compliance scores
* Implement and monitor consistent processes across all sites, ensuring high-quality, repeatable results
* Monitor DSP execution and service quality, addressing underperformance quickly and constructively
* Manage DSP and Hub level reporting and Llead regular reviews with DSPs, setting clear expectations and following up with improvement plans
* Support with driver engagement and ensuring they are linked to the central team.



Driver & Hub Operations

* Work with DSPs and Hub Managers to build a high-performing, engaged driver workforce, embedding a strong culture of pride in service and delivery excellence
* Lead initiatives to improve driver recruitment, onboarding, rota planning and retention, ensuring appropriate coverage for all shifts
* Implement training programs that set clear expectations for performance, safety and customer service
* Deploy training and compliance of food safety and health & safety procedures
* Support Hub Managers, providing coaching, support, and leadership to help them manage their hub teams and drivers



Continuous Improvement & Change Management

* Relentlessly drive the focus of quality, engagement and performance metrics, bring them to life in our hubs
* Identify opportunities to improve delivery quality, productivity and cost-efficiency
* Lead operational improvements and roll out changes across hubs, ensuring consistency and adoption
* Work closely with the Customer Success team to reduce doorstep errors and improve the end-to-end customer experience
* Support Ops Tech to troubleshoot recurring issues, root cause problems and implement solutions
* Ensure DSPs are enabled to solve issues in real-time, supported by the right tools, processes, and communication channels

Problem Resolution & Escalation

* Maintain clear and consistent communication with night-shift supervisors, day-time management, and other departments
* Address and resolve operational issues arising from the night shift, including order discrepancies, system errors, and staffing challenges

Considerations

* The role is primarily focused on the execution of deliveries from hub to doorstep.
* Frontline leader responsible for managing multiple hub sites, people, and day-to-day operations
* Ownership is hub-centric, and the core responsibilities are about ensuring orders are fulfilled on time and to standard
* The person is managing last-mile operations, including hub teams and drivers, but not responsible for broader supply chain, tech integration, or upstream operations
* Requirement over 21 with a clean UK drivers licence
* Background in couriers / transport eg DPD, UPS, Amazon, Pack Fleet, Royal Mail
*
Working Time

* Odd shifts / days of the week
* Option A: Sunday to Thursday
* Option B: Monday to Friday
* Times: 14:00 - 23:00 (1-hour break)
* Day Overlap: with the Senior Live Ops, Central Supply, Keighley, Infrastructure and Fleet
* Evening Overlap: Hub and Driver Managers
* Sees through the start of the last mile to ensure all gaps are covered

What You’ll Bring 💡

* Proven experience managing multi-site logistics, fulfilment or delivery operations
* Strong leadership experience with the ability to motivate, support and develop operational teams
* Hands-on experience managing driver operations, including rota planning and performance management
* Excellent problem-solving and root cause analysis skills, especially in live operational settings
* Comfortable working evening and late shifts, with flexibility and resilience to lead during peak hours
* Ability to influence others and drive change through collaboration and clarity of direction
* The role is field-based, with frequent travel to multiple operational hubs
* Confident using data and dashboards to guide decisions and improve performance
* A proactive, continuous improvement mindset—always seeking better ways to deliver
*
🎁 Benefits:

* 25 days holiday, 8 bank holidays (5 flexible ones). Plus, your birthday off too!
* Up to 6% matched company pension.
* Access to thanksBen, for a range of core & flexible benefits
* Employee discount off Modern Milkman products
* Enhanced parental leave & pay
* Life Insurance
* Cycle to work scheme & Octopus EV salary sacrifice
* In-person company events
* £300 working from home set up
* £300 L&D budget per annum
* £300 Health and Well Being budget
* Endless samples of our stock – Seriously, our category managers have us taste testing food and drinks all the time!
* Up to 4 weeks working abroad
* 2x volunteering days and team volunteering days
* Loads of company clubs to join, from book clubs (Page Churners), Running, cycling and swimming (Trotters and Plodders), 5 aside Football (Modern Milkman FC) and any other pun-related clubs you can think of.
* EMI share options



🔢 Interview Process: 5 stages (incl. a task).

Talent Screen

Hiring Manager Interview

Task with wider team

Ways of working interview

Final interview with our COO, Dom