Lovisa is fast-fashion Retail Lovisa is global, and its growth is infectiously energetic See us at careers.lovisa.com Purpose and Expectation As eCommerce Fulfilment Lead – you will be responsible for leading the end-to-end fulfilment process for United Kingdom and Switzerland market online customer orders. This includes leading of the OFC (Online Fulfilment Centre) to defined operational KPI’s, analytics and reporting for the global online network, operations including order fulfilment, managing final mile partners, DC Safety & Compliance, Inventory Management and delivering market leading delivery time to customers. ROLE OVERVIEW Operations Management • Oversee daily warehouse operations, including receiving, storing, inventory management, and dispatching goods. • Ensure efficient space utilization and maintain accurate inventory records. • Implement and maintain warehouse policies and procedures. • Order Fulfillment: Accurate and timely processing, picking, packing, and delivery of all online/B2C customer orders, returns, and exchanges. • Manage Shopify Platform: Follow up on outstanding orders, fulfill any E-Gift Cards, and amend any customer details. Staff Supervision and Management • Recruit, train, supervise, and evaluate warehouse staff. • Develop staff schedules and assign tasks to ensure smooth operations. • Foster a safe and collaborative working environment. • People Management: Train and manage the UK OFC Online Team. Compliance and Safety • Ensure compliance with local health and safety regulations. • Conduct regular safety audits and implement safety programs. • Maintain security protocols to protect warehouse assets. • Ensuring Safe Operation: Ensure the safe operation of the distribution centre (DC) and keep up with compliance needs. Inventory Control • Monitor inventory levels and perform regular stock checks. • Implement inventory control procedures to minimize discrepancies. • Coordinate with Merchandise & Loss prevention teams to manage inventory effectively. • Manage DC consumables (packaging, labels, stationary etc.) and place orders in timely manner. Logistics Coordination • Coordinate inbound and outbound logistics with suppliers, transport companies, and customers. • Optimize transportation routes and methods to reduce costs and improve efficiency. • Ensure timely delivery and distribution of goods. • Managing Partners: Manage day-to-day relationships with outbound 3PLs and carriers. Quality Control • Maintain quality control standards for incoming and outgoing goods. • Address and resolve any quality issues or discrepancies. • Implement quality assurance processes and continuous improvement initiatives. • Customer Goals: Delight customers with prompt processing and delivery, accurate picking, and customer-friendly packaging. Budget Management • Prepare and manage the warehouse budget. • Monitor expenses and identify cost-saving opportunities. • Assist with or negotiate contracts with suppliers and service providers. Technology and Systems Management • Manage warehouse management systems (WMS) and other relevant technologies. • Ensure accurate data entry and record-keeping. • Utilize data analytics to optimize warehouse operations. • Manage Shopify Platform Analytics and Reporting • Prepare regular reports on warehouse performance, including KPIs. • Maintain accurate and up-to-date documentation for all warehouse activities. • Report any issues or discrepancies to senior management. • Analytics & Reporting: Accountable for all analytics for the Asia online network including lead times, SLA (Service Level Agreement) adherence, sales and order forecasts, cost to serve, and ad hoc requests. • Commercial Reporting: Continuously drive down the cost to serve and provide commercial reporting to various stakeholders. Continuous Improvement & Process Management • Ensure documentation of all online processes (SOP’s). • Drive continuous improvement at the site, improving processes and reducing cost Customer Service • Liaise with customer service to ensure their requirements are met. • Handle Zendesk tickets effectively and in a timely manner. • Maintain high levels of customer satisfaction ensuring the DC meets DIFOT standards. • Customer Goals: Delight customers with prompt processing and delivery, accurate picking, and customer-friendly packaging. Safety & Risk Management • Identify potential risks and develop mitigation strategies. • Implement security measures to safeguard warehouse assets. • Prepare for and respond to emergencies and disruptions. • Troubleshooting: Proactively escalate issues to ensure rapid recovery and application of learnings. • Always ensure a clean and safe working area for the team. • Report safety incidents immediately to line Manager. • Perform safety audits. Supporting Organizational Strategy • Support the organizational strategy of significant growth via the online channel through innovative, cost-effective solutions to delight our customers. Additional Requirements • Cultural Sensitivity: Understanding and respecting local customs and work culture is crucial. • Language Skills: Proficiency in Malay and English is often required; additional local languages can be beneficial. • Regulatory Knowledge: Staying updated with Malaysian laws and regulations related to warehousing, Labor, and trade. ATTRIBUTES REQUIRED Leadership and People Management Performance management Excellent communicator with skills and ability to interact with people across all levels. Prior experience in retail DC or Online Fulfilment Centre Strong excel skills. Strong attention to detail and problem-solving skills Ability to work to deadlines. Working calmly and efficiently under pressure Time management skills Operate effectively in both a team and autonomous environment. Respect for procedures and business requirements. Language proficiency in English. Flexibility to adapt to changing environments and requirements. Ability to prepare and manage KPI’s, monitor expenses, and identify cost-saving opportunities. We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally diverse team around the world.