Logistics & Operations Manager
hace 13 días
City of London
Job Title: Logistics & Operations Manager \n Department: Commercial \n Contract type: Permanent, 40 hours per week \n Location: Our Head office in Bermondsey. Hybrid working- 4 days per week in the office \n \n \n About the Fold: \n \n The Fold London is an award-winning British luxury womenswear brand built on a singular, powerful idea: that the women who run boardrooms, lead teams and shape the world deserve clothes as ambitious as they are. Founded with a clear mission to dress professional women with intention, The Fold has built a loyal global community of customers who value craft, quality, and considered design over fast fashion. \n \n With a multi-channel presence - led by ecommerce and supported by our two London stores in Chelsea and the City – The Fold has built a loyal and growing customer base across the UK, US and internationally. \n \n As we enter the next stage of growth, we are investing heavily in our international expansion, commercial capability, systems, customer insight and operational infrastructure. This role is a key part of that journey. \n \n Role Overview: \n The Logistics & Operations Manager is responsible for overseeing end-to-end logistics, fulfilment, and stock operations across the business. The role manages a multi-region fulfilment network across the UK, US, and EU, ensuring efficient, compliant, and cost-effective stock movement throughout the global supply chain. \n \n You will own relationships with third-party logistics providers, freight forwarders, and customs partners while driving operational excellence, stock accuracy, cost control, and service delivery across all channels. This role combines strategic planning with hands-on execution and supports international growth through continuous improvement, process optimisation, and scalable logistics solutions. \n \n Areas of Responsibility: \n \n 3PL Management \n\n • Primary contact for operational activity across 3PL partners in the UK, US, and EU.\n, • Owns day-to-day relationships with warehouse and fulfilment partners, ensuring service levels, cost control, and operational excellence.\n, • Develops 3PL performance frameworks including KPIs, SLAs, scorecards, and QBRs.\n, • Leads bi-weekly operational reviews with clear agendas, actions, and accountability.\n, • Ensures partners meet agreed service levels, escalating risks where required.\n, • Manages peak trading, promotions, and month/year-end priorities.\n, • Conducts warehouse visits to maintain relationships and identify improvements.\n, • Reviews operating procedures and storage methods to ensure best practice and consistency.\n, • Owns forecasting and capacity planning to ensure partners are resourced effectively.\n, • Manages fulfilment and warehousing budgets, balancing cost and service.\n, • Works with Technology and partners to resolve system and integration issues (NetSuite, eCommerce, 3PL).\n, • Supports sustainability initiatives across warehousing, transport, and packaging.\n, • Owns consumables forecasting, purchasing, and inventory management.\n\n \n Logistics, Freight Forwarding & Intake Management \n\n • Owns relationships with freight forwarders, carriers, customs brokers, and logistics providers globally.\n, • Develops and executes freight strategies across air, sea, road, and courier networks to support growth in the UK, US, and EU.\n, • Accountable for end-to-end movement of goods from supplier to final warehouse.\n, • Partners with Production and Buying teams to ensure accurate shipment planning and prioritisation.\n, • Manages shipment bookings, routing, and transport modes to optimise cost, speed, and availability.\n, • Monitors carrier performance against service levels, transit times, and cost targets.\n, • Uses freight systems to provide delivery forecasts and manage shipment exceptions.\n, • Leads resolution of customs issues, delays, and supply chain disruptions.\n, • Maintains knowledge of trade regulations, duties, tariffs, and compliance requirements.\n, • Ensures accurate import documentation including HS Codes, MID Codes, and Country of Origin.\n, • Owns freight and duty budgets, forecasting, reporting, and cost analysis.\n, • Reviews freight spend and market conditions to identify savings and mitigate risk.\n, • Negotiates rates and terms with logistics providers and approves related invoices.\n, • Provides shipment and freight updates in trade meetings and S&OP processes.\n, • Monitors market developments and advises on impacts.\n, • Supports logistics network development, including warehouse onboarding and expansion initiatives\n\n \n Customer Operations \n\n • Manages the Operations Assistant\n, • Ensures customer refund processes operate efficiently and within agreed service levels\n, • Works closely with Customer Care to manage priorities and resolve operational issues impacting customers\n, • Reports on returns processing performance and actively manages and escalates issues where necessary\n, • Ensures consignment notes and shipping documentation are accurately managed\n, • Accountable for end-to-end customer order operations, including:\n, • Order fulfilment management and order splitting\n, • Shortage management\n, • Billed reporting and financial reconciliations\n, • Operational issue resolution\n\n \n Stock Management \n\n • Accountable for all stock movements across the business, including warehouse stock takes, store stock takes and inter-store transfers\n, • Partners with Finance to develop and maintain robust inventory control processes\n, • Supports accurate stock reporting on both unit and cost bases\n, • Supports Finance in stock valuation and stock provision forecasting\n, • Monitors quarantine stock processes and reports on faulty versus saleable inventory\n, • Works with Merchandising and Finance on stock exit strategies, including third-party clearance partners, sample sales and liquidation activity\n, • Drives stock accuracy initiatives across all fulfilment locations and channels\n\n \n Reporting, Analysis & Systems \n\n • Acts as a NetSuite super user for all logistics and stock-related processes\n, • Documents and maintains operational process maps, systems workflows and integrations\n, • Works closely with Finance on logistics reporting and performance tracking\n, • Provides operational reporting within WBR, S&OP and other business performance forums\n, • Owns warehouse forecasting tools, ensuring short and long-term forecasts are accurately communicated to all fulfilment partners\n, • Produces analysis and reporting on logistics performance, service levels, freight spend and operational KPIs\n, • Uses data to identify operational improvements and cost-saving opportunities\n\n \n Operations Projects & Continuous Improvement \n\n • Supports the Commercial Director on strategic logistics and operational projects\n, • Leads or supports 3PL transitions, warehouse onboarding projects and freight-forwarder reviews\n, • Supports implementation of new sales channels and operational capabilities\n, • Identifies and implements process improvements to increase efficiency, scalability & service performance\n, • Keeps abreast of legislative and regulatory changes affecting logistics, customs & international trade\n, • Continuously reviews logistics rates, surcharges and duty changes, ensuring the business remains commercially competitive\n\n \n About You \n \n Experience: \n\n • Significant experience managing 3PL providers & global logistics operations\n, • Strong understanding of freight forwarding, customs compliance, international trade & inventory management\n, • Experienced in managing operational budgets, supplier relationships & commercial negotiations\n, • Comfortable operating at both strategic & hands-on levels.\n, • Strong systems aptitude, ideally with NetSuite experience\n, • Strong analytical capability with advanced Excel skills and confidence working with large data sets\n, • Proven track record of driving process improvements and operational efficiencies\n\n \n Skills & Attributes \n\n • A positive, collaborative team player with a proactive and solutions-focused approach\n, • Highly organised with excellent planning, prioritisation and time-management skills\n, • Excellent stakeholder management & communication skills\n, • Adaptable, resilient and comfortable working within a fast-paced, growing business\n\n \n Benefits & Perks: \n \n We believe great work happens when people feel supported, valued, and inspired—here’s how we make that happen: \n \n\n • 33 days holiday (25 days + bank holidays) + option to buy more!\n, • Pension scheme\n, • Salary sacrifice options (pension & childcare)\n, • Financial wellbeing platform\n, • £1,250 annual The Fold gift voucher\n, • Bike to work scheme to save on bikes & equipment\n, • Employee Assistance Programme (wellbeing support)\n, • Eye care support\n, • Enhanced maternity pay\n, • Friends & family discount – enjoy 50% off full retail price\n, • Monthly social events, plus summer & Christmas parties\n, • Summer Fridays\n, • Fully stocked snack cupboards, fresh fruit, plus great coffee & tea\n, • Giving back through volunteering\n\n \n Why The Fold \n \n\n • A brand with a clear point of view and a fiercely loyal customer base — you will be selling something you can believe in\n, • Opportunity to play a highly visible role in a growing premium fashion brand\n, • Direct exposure to the leadership team and key strategic initiatives\n, • Broad and genuinely commercial remit with real influence on business performance\n, • Opportunity to help shape the next stage of international and operational growth\n, • Entrepreneurial environment with high levels of ownership and autonomy\n, • Collaborative culture with ambitious plans for the future\n, • Recent investment from a new owner. The brand is at a new chapter of growth across both existing and new channels, and operates internationally.\n\n \n Diversity and Inclusion \n \n We promote a diverse and inclusive workplace which harnesses the benefits of the diversity of our team and strives to represent the communities in which we live and work. Our vision is to establish an environment that attracts individuals from a wide range of backgrounds and talents, empowering them to contribute their best and authentic selves. We welcome and encourage applications from those who share our commitment to fostering this inclusive and authentic work culture.
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