Fulfilment Manager

What makes this a great opportunity?

The Customer Fulfilment Manager will be responsible for leading a team in the end-to-end fulfilment process, ensuring timely, efficient, and accurate delivery of products to customers across Eastern Europe, MEA & Brazil.  This role requires a highly analytical, results-focused individual who is adept at managing customer relationships, driving continuous improvement, and delivering against KPI’s.  The role combines operational management with strategic oversight, requiring collaboration with both internal and external stakeholders to maintain exceptional service levels while optimising operational efficiency.

Role Responsibilities

• Team Leadership & Development
  • Lead and inspire a team of Customer Fulfilment Co-Ordinators in performance management and oversight of all deliverables for the team; Provide coaching, mentorship, and professional development opportunities.
  • Ensure alignment between team goals and organisational objectives, promoting a culture of accountability and continuous improvement.
  • Provide regular feedback to teams and support growth and training.

• Customer & Stakeholder Collaboration
  • Act as the primary point of contact for key internal and external stakeholders, ensuring effective communication across departments such Supply, Demand Planning, Logistics and Commercial.
  • Build and maintain strong collaborative relationships with key customers, understanding their specific needs and ensuring the fulfilment process meets or exceeds their expectations.
  • Utilise customer data to prepare and present recommendations that drive key supply chain initiatives
  • In addition to overseeing the fulfilment operations, the role will also support the Supply Chain Planning & Fulfilment Director across the wider regional remit, including Mexico, Brazil and the UK

• Performance Management & KPI Delivery:
  • Lead the team in the achievement of key performance indicators (KPIs), such as on-time dispatch and delivery, order accuracy, forecast accuracy and customer satisfaction/claims, order touches, automation…
  • Regularly analyse performance data, identify trends, and implement corrective actions where necessary to achieve/exceed operational targets and customer satisfaction

• Process Optimization & Continuous Improvement:
  • Drive the continuous improvement agenda by analysing existing processes and identifying areas for optimization and cost reduction in conjunction with Global Centre of Excellence
  • Collaborate with cross-functional teams to implement process changes that enhance operational efficiency and service quality.
  • Leverage data and technology to streamline operations, improve forecasting, and reduce stockouts or overstock situations.

• Reporting & Analysis:
  • Prepare and present regular reports on fulfilment performance, highlighting achievements, challenges, and areas for improvement with corrective actions
  • Collaborate with S&OP to anticipate customer needs, report on order cuts, proactively identifying potential issues, and addressing them before they impact fulfilment operations.

• Compliance & Risk Management:
  • Ensure adherence to all regulatory and compliance requirements for the markets, including customs regulations, product standards, and safety protocols.
  • Identify and mitigate risks related to supply chain disruptions, inventory shortages, or logistical challenges, ensuring continuity of supply.

Qualifications

Experience:

• • Proven experience 3+ years in a customer fulfilment or supply chain management role within a fast-paced, global organization, ideally in the drinks, FMCG, or related industries.

• • Experience leading and developing highly motivated teams to achieve operational goals and KPIs.
  • Strong understanding of European market dynamics, logistics, and distribution channels.
  • Proven track record in driving continuous improvement in Supply Chain processes and achieving exceptional service delivery standards.

Skills & Attributes:

• • Analytical Thinking: Strong ability to analyse complex data, derive insights, and implement solutions that drive business performance.
  • Results-Driven: Focused on achieving high standards and delivering outcomes that contribute to the overall success of the business.
  • Leadership: Ability to inspire and motivate teams, with a collaborative and engaging leadership style.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with internal teams and external customers at all levels.
  • Problem Solving: Proactive in identifying issues and developing effective solutions in a timely manner.
  • Attention to Detail: Ability to manage multiple tasks with precision, ensuring accuracy in every aspect of fulfilment.
  • Adaptability: Comfortable working in a dynamic, fast-changing environment, with the ability to manage shifting priorities and deadlines.

Key Competencies:

• • Customer Focus: Demonstrates a strong commitment to customer satisfaction and strives to exceed customer expectations.
  • Collaboration: Works effectively across functions and geographies to deliver results.
  • Change Management: Leads and adapts to change, driving improvements while managing organisational transitions.
  • Operational Excellence: Ensures smooth, efficient fulfilment processes through continuous process optimization.
  • Financial Acumen: Understands the financial impact of supply chain decisions and strives to balance cost control with service level improvements.