About us
Club L London is the next-generation online fashion retailer for the forward-thinking woman. Conceptualised and crafted in-house and abroad, we specialise in accessible luxury and unique designs of unrivalled quality to flatter all figures. From prom to occasion, am to pm, maternity, bridal and more, we deliver an engaging customer experience that connects our global community of diverse consumers, international fashion influencers and content creators with new and exciting collections dropping each week.
Role Overview
We’re looking for a proactive and highly organized E-commerce Fulfilment & Returns Manager to lead our order fulfilment and returns operations. This role is pivotal in ensuring smooth delivery experiences and efficient reverse logistics, while maintaining high customer satisfaction and operational excellence.
Key Responsibilities
Fulfilment Operations
* Oversee daily order processing, picking, packing, and shipping across all e-commerce channels.
* Manage relationships with 3PLs, couriers, and warehouse teams to ensure timely and accurate deliveries.
* Monitor KPIs such as order accuracy, delivery speed, and fulfilment cost efficiency.
Returns & Reverse Logistics
* Design and manage a seamless returns process that balances customer satisfaction with cost control.
* Analyse return reasons and trends to identify product or process improvements.
* Coordinate with customer service and warehouse teams to handle exchanges, refunds, and restocking.
Inventory & Systems Management
* Maintain accurate inventory levels and ensure real-time stock visibility across platforms.
* Work with ERP/WMS systems to track fulfilment and returns data.
* Collaborate with merchandising and procurement teams to forecast demand and manage replenishment.
Cross-functional Collaboration
* Partner with customer service to resolve order and return issues quickly and empathetically.
* Support marketing and product launches with logistics planning and execution.
* Provide insights and reporting to leadership on fulfilment and returns performance.
Requirements
* Demonstrable experience in e-commerce fulfilment and returns management.
* Strong understanding of warehouse operations, shipping logistics, and reverse logistics.
* Experience with ERP/WMS systems and e-commerce platforms (e.g., Shopify)
* Excellent problem-solving and communication skills.
* Data-driven mindset with a focus on continuous improvement.