Senior Supply Chain & E-Commerce Fulfilment Lead

Job description

We are seeking a seasoned **Supply Chain & E-Commerce Fulfillment Lead** to build, scale, and optimize our end-to-end operational engine across direct-to-consumer (DTC) digital storefronts and multi-channel retail environments. In this role, you will take ownership of the full operational lifecycle—from cross-border import workflows, inventory planning, and 3PL warehousing to last-mile execution and customer experience touchpoints. Working closely with international regional teams, you will drive process efficiency, maintain operational quality, and ensure an exceptional post-purchase experience for our customer base. ### What You Will Do - **End-to-End Operational Execution:** Lead daily order fulfillment, cross-border freight routing, local customs compliance, and inventory allocation across DTC web properties and secondary retail streams. - **Vendor & 3PL Partnership Management:** Oversee 3PL warehouse performance, SLA adherence, and outsourced logistics strategy while identifying cost-saving and workflow optimization opportunities. - **Customer Service Operations & Process Alignment:** Standardize and manage localized customer support operations in line with global service playbooks and protocol guidelines. - **Post-Purchase & Customer Insight (VOC):** Leverage Voice-of-Customer (VOC) data and after-sales analytics to refine return/repair workflows, improve service delivery, and feed quality insights back into regional product teams. - **Regulatory & Production Support:** Manage localized regulatory compliance (including product certification, labeling standards, and inspection workflows) and support local sourcing/assembly processes where applicable. - **Process Optimization & Scalability:** Lead continuous improvement initiatives across fulfillment pipelines, reducing operating costs while expanding bandwidth for brand growth. ### What You Will Need - **10+ years of progressive hands-on experience** in e-commerce operations, logistics, or supply chain execution within brand-owned channels. - **DTC & Warehouse Expertise:** Deep understanding of DTC fulfillment cycles, warehouse/DC operational flows, and multi-channel distribution logic. - **Trade & Regulatory Knowledge:** Practical understanding of import/export workflows, product compliance, labeling regulations, and local vendor coordination. - **Data-Driven VOC Management:** Proven track record using customer feedback and after-sales metrics to drive operational and service improvements. - **Cross-Border Collaboration:** Excellent written and verbal English communication skills for working seamlessly across time zones with international stakeholders. ### Preferred Attributes & Technical Skills - Practical experience navigating DTC back-end platforms (e.g., Shopify, Enterprise ERP/OMS tools). - Proficiency in advanced Excel/data reporting tools to extract trends, monitor operational SLAs, and build cost efficiency reports. - Comfort operating in fast-paced, high-growth, or agile business environments. - Strong project management mindset with meticulous attention to detail and accuracy.