The Operations & Logistics Manager – North America is responsible for leading and optimizing the region's end-to-end logistics and fulfilment operations across both wholesale and direct-to-consumer (DTC) channels.
Working in close partnership with Global Operations, Supply Chain, Sales, Customer Service, Marketing and E-commerce teams, this role ensures the delivery of a premium, scalable and cost-effective logistics service that reflects the standards of a luxury beauty brand.
The successful candidate will be responsible for managing third-party logistics (3PL) partners, driving continuous operational improvement, enhancing customer experience, ensuring trading partner compliance, and supporting the continued growth of both wholesale and e-commerce channels across North America.
- This position is temporary to cover a maternity leave
Logistics & Fulfilment Operations
- Lead the day-to-day management and performance of third-party logistics (3PL) providers across North America.
- Ensure robust logistics processes and operating procedures are developed, maintained and continuously improved to support rapid business growth.
- Oversee fulfilment operations for both direct-to-consumer e-commerce and luxury wholesale channels, ensuring service excellence and operational efficiency.
- Monitor operational performance against agreed KPIs and service level agreements (SLAs), driving accountability and continuous improvement.
- Develop and implement contingency plans to ensure operational resilience during periods of increased demand or disruption.
Wholesale Operations
- Ensure logistics operations effectively support luxury retail partners through compliant, accurate and timely order fulfilment.
- Maintain and strengthen vendor compliance programmes with key wholesale customers and trading partners.
- Work closely with Sales and Wholesale Operations teams to ensure operational readiness for new launches, seasonal campaigns and retailer-specific requirements.
E-commerce Operations
- Maintain best-in-class outbound fulfilment and returns programmes, aligned with evolving industry best practice and customer expectations.
- Manage daily carrier and fulfilment exceptions, ensuring issues are resolved quickly and effectively.
- Partner with the E-commerce and Marketing teams to forecast and prepare for promotional campaigns, product launches and peak trading events.
- Develop annual peak trading strategies to ensure warehouse capacity, carrier capability and customer service standards are maintained during high-volume periods.
- Drive initiatives that improve delivery performance, returns efficiency and overall customer satisfaction.
Operational Excellence
- Proactively identify operational risks, process inefficiencies and project-related issues, implementing corrective actions and continuous improvement initiatives.
- Develop and automate operational reporting to improve visibility for Customer Service and internal stakeholders.
- Produce regular reporting on logistics performance, carrier performance, inventory movements, shipping costs and operational KPIs.
- Analyse operational data to identify trends, recommend improvements and support strategic decision-making.
- Continuously evaluate logistics partners, transportation providers and service models to optimise cost, service and operational value.
Stakeholder Management
- Build strong collaborative relationships across Global Operations, Sales, Supply Chain, Customer Service, Marketing and E-commerce functions.
- Ensure Customer Service teams receive timely and accurate operational updates to enable proactive customer communication.
- Act as the primary operational contact for external logistics providers and key transportation partners.
- Support regional and global operational projects, systems implementations and process improvements.
Skills & Experience
Essential
- Proven experience managing logistics and fulfilment operations within a multi-channel retail, luxury goods, cosmetics or consumer products environment.
- Extensive experience managing third-party logistics (3PL) providers and transportation partners.
- Strong understanding of e-commerce fulfilment, wholesale distribution and omnichannel operations.
- Experience managing carrier relationships and transportation performance.
- Experience working with Warehouse Management Systems (WMS), ERP platforms and order management systems.
- EDI Platform management
- Strong analytical capability with experience producing and interpreting operational performance reports.
- Experience implementing operational improvements and process optimisation initiatives.
- Excellent project management and organisational skills.
- Strong stakeholder management and cross-functional collaboration skills.
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- Strong understanding of e-commerce fulfilment, wholesale distribution and omnichannel operations.
- Experience managing carrier relationships and transportation performance.
- Experience working with Warehouse Management Systems (WMS), ERP platforms and order management systems.
- EDI Platform management
- Strong analytical capability with experience producing and interpreting operational performance reports.
- Experience implementing operational improvements and process optimisation initiatives.
- Excellent project management and organisational skills.
- Strong stakeholder management and cross-functional collaboration skills.
Desirable
- Experience within the luxury beauty, cosmetics or premium consumer goods sector.
- Knowledge of North American retail compliance requirements and vendor standards.
- Experience with automation, operational reporting and business intelligence tools
