Fulfillment Manager


Fulfillment Manager (eCommerce channels)

What we’ll give you:

  • Car Allowance
  • 25% discount off our products in store
  • 33 days holiday (Inclusive of Bank Holidays)
  • Holiday Purchase Scheme to increase your annual leave entitlement
  • Hybrid working – Manage your diary to be where you need to be
  • Company pension contribution
  • Cycle to Work Scheme
  • Employee Assistance Programme – Because you matter!
  • Life Assurance plan
  • Healthcare Cash Plan
  • Free parking at our Support and Distribution Centre
  • Charity Giving - Pennies from Heaven and Give as you Earn

About The Role:

You will join a fast paced and evolving Supply Chain team by managing our eCommerce fulfilment channel. This role is pivotal and supports our strategy of enhancing and delivering our online proposition, whilst improving our operational capabilities and efficiencies

Leading the eCommerce fulfilment operation and managing the relationship with our 3rd party fulfilment and delivery partners, this role is the critical link between them and our central Support Teams to ensure that not only are we operating efficiently as one team, but also developing and delivering strategic objectives to enhance the channels fulfilment operation and improving the customer experience 


The ideal candidate will be able to easily manage their own diary to spend time on-site and travel to our 3rd party logistics partner in Rugby, our Support Centre in Coleshill, Birmingham and working remotely 

Knowledge, Skills & Experience required:

  • Experience of managing 3rd party fulfilment & delivery partners
  • Desired experience of managing the fulfilment operation of an eCommerce channel (But not essential)
  • Retail industry experience (Either direct of indirect through a 3rd party logistics partners)
  • Strong knowledge of parcel delivery networks
  • Experience of driving operational KPIs and targets
  • Experience in contract negotiations
  • Great communication and presentation skills
  • Project management skills
  • Experience of working cross-functionally with other departments by building relationships to achieve shared goals
  • Excellent numeracy & analytics skills
  • Experience of introducing and/or improving new processes within a growing business

Main responsibilities are to:

  • Manage the delivery of KPIs on all operational targets, including overall fulfilment costs and our customer delivery promises
  • Lead contract negotiations and manage the relationships with 3rd party logistics business partners
  • Manage all aspects of various fulfilment methods for our digital channels
  • Manage budgeting across the eCommerce fulfilment operation 
  • Build internal partnerships across key support functions to deliver forecasts for our 3rd party logistics partners to execute perfect delivery
  • Manage inventory levels with the stock teams in line with sales demand, and stock integrity within the 3rd party fulfilment site  
  • Work closely with our Distribution Centre team in ensuring an agreed fulfilment of stock to our 3rd party logistics partner
  • Work with the Supply Chain and Commercial teams to ensure any slow movers, under performers and aged stock are dealt with appropriately and profitably


  • Customer Focused – You put the customer at the centre of everything you do
  • Collaborative – You enjoy building and developing relationships with people at all levels, keeping key people involved and updated
  • Organised – You can prioritise your workload, set expectations and keep your promises
  • Problem Solver – You proactively identify issues and their causes, coming up with actionable solutions
  • Analytical – You enjoy working with data, interpreting information and making decisions based on facts
  • Commercial – Proven ability to meet targets whilst delivering return on investment 
  • Innovative – You are able to “think outside the box” and are always looking for the next opportunity
  • Fun - You have a positive outlook and are able to contribute to a culture of having fun and enjoying the work we do

About Us:

At The Works we believe in giving everyone the opportunity to learn, be inspired and have fun. This applies to our customers and people

Our customers love us as we are a unique place to get inspiration on new books to read, get crafty or to learn and play with their families

A common theme from our people when asked why they love working in our business, is that it's like having a second family at work and you can't find our culture anywhere else - nice right? Our atmosphere is welcoming, friendly and inclusive. Plus, there’s something new which upskills our teams to stay engaged, motivated and grow as professionals

Apply now
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    When I first started at The Works, I realised straight away that everyone here just wants the best for you.

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    I’ve never worked anywhere like The Works before. It’s fast paced and no two days are ever the same!

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