Operations & Logistics Manager

Job Title: Operations & Logistics Manager

Location: London

Brands you will be working on: Tatcha, Murad, Living Proof, Kate Somerville and K18

Reports to: Head of Supply Chain UK Hub

Direct Reports: x5

Overview: 

As the Operations & Logistics Manager, you will manage the end-to-end operations for a multi-brand, omni-channel operation based in the UK. This role involves supporting a diverse customer base - including retailers, distributors, professional partners and direct-to-consumer channels. You will play a crucial role in both customer and supplier relationship management, ensuring that you are supporting the commercial strategy and vision with the right cost to serve model to deliver profitable growth.

Responsibilities:

Operations Management:

• Lead the Order to Cash process, driving cross-functional alignment and collaboration to ensure all customer requirements are met in accordance with internal business objectives and timelines
• Maintain high levels of Customer Service by defining and managing key SLAs in line with strategy; report performance to stakeholders and identify key areas for improvement.
• Own and drive key operational KPIs such as On-Time In-Full, inbound and outbound lead times, ensuring performance targets are met and continuous improvements are implemented.
• Management of daily operational issues – order issues, carrier delays, capacity constraints, communicating these back to the business and developing and implementing risk mitigation plans.
• Take full ownership of continuous optimisation of our ERP system, ensuring it aligns with evolving business needs.
• Connect with our Commercial, Marketing, Finance, Planning and 3PL teams to drive fast resolution of issues, and preparation for upcoming activities.
• Oversee accurate maintenance and accessibility of product and customer master data for operational use. Proactively identify data or process gaps and lead improvements to enhance data integrity and efficiency.
• Operations volume forecasting – review volumes and ensure uplifts in key sales periods are planned with the 3PL warehouse team and carrier networks.
• Ensure high level of customer service for our DTC consumers, including fast delivery times, avoiding mis picks, and ensuring high quality packaging.
• Implementing regulatory updates - coordinate necessary changes to ways of working and business set up to accommodate any changes
• Responsible for overseeing inventory alignment between ERP and 3PL-run WMS, including regular syncs, discrepancy resolution, and the development and implementation of robust inventory control procedures and best practices.
• Management of any day-to-day inventory related issues. Lead annual stock count planning and execution with our 3PL team
• Brings expertise in import/export regulations and customs processes, ensuring compliant and efficient cross-border operations.
• Define and maintain all operational SOPs.
• Implement new processes and ways of working both internally and with the 3PL across all areas of warehousing and distribution.

Relationship management:

• Work with all brands and all cross functional teams to ensure clear, defined briefs and strategies are communicated to the 3PL and identify the priorities where required.
• Act as the key point of contact for the 3P warehousing & fulfilment partner and manage the flow of communication between our operational partners and the wider business.
• Engage with the 3PL to deliver continued business performance, ensuring they establish and implement distribution and operational plans to meet current and future customer service requirements.
• Manage account relationship with parcel freight provider, attending monthly meetings and reviewing performance across markets.
• Line management and development of 5 employees across Customer Service, Logistics and Operations.

Strategy planning and business growth:

• Responsibility for strategic growth, development and performance covering Customer Service, Warehousing and Transport Logistics operations.
• Identify, design, and implement process enhancements with a strong focus on automation, scalability, and efficiency.
• Identifying and defining future capability improvements for operational excellence and leading any improvement projects to implementation.
• Continuous review and improvement across all areas including cost, efficiency, and quality of service, in line with the goals of the business.

What we are looking for:

• Proven experience in a Senior Operations, Logistics or Supply Chain role, preferable within FMCG or a fast-paced consumer goods environment.
• Strong understanding of E2E Supply Chain processes, with track record of leading continuous improvement and change management initiatives.
• Demonstrated success in managing 3PL partnerships and driving logistics performance
• Data driven decision maker with strong analytical and problem-solving skills.
• Ability to manage both detailed operational challenges and broader strategic thinking.
• Excellent communicator with ability to influence stakeholders across multiple functions, combined with strong skills in negotiation, coaching, and team engagement.
• Strong skills in negotiation, coaching and team engagement.
• Exceptional attention to detail, strong self-discipline, and a high level of drive.
• Experienced in the use of Microsoft office applications, with advanced excel skills.
• Strong understanding of ERP systems, preferably Netsuite, with demonstrated ability to lead system enhancements or implementations.
• Strong affinity for process optimization and technology-driven improvements.
• Future-Fit Skills: Creativity, Consumer Experience, Problem Solving
• Winning Behaviours: Care Deeply, Thing Three Steps Ahead, Deliver with Excellence

   

As an equal opportunities’ employer, Unilever Prestige Hub Brands: REN/Murad/Kate Somerville/Living Proof/Tatcha is committed to the equal treatment of all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do. In particular, we strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Unilever Prestige Hub Brands/REN/Tatcha/Murad/Kate Somerville/Living Proof.