Head of Supply Chain & Customer Services
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Logistics Strategy & Operations Management:
* Oversee the entire logistics function, including both inbound and outbound supply chains
* Oversee 3PL & in-house warehouse operations
* Lead seasonal planning and major events such as Black Friday, Thanksgiving, Christmas, etc.
* Oversee the logistic elements of marketplace onboarding
* Provide strategic oversight of warehouse management and the 3PL partner relationships
* Negotiate and manage shipping rates with carriers, ensuring competitive pricing and service excellence
* Lead escalations with customer service teams, identifying root causes and collaborating with tech teams for solutions
Team Leadership & Development:
* Lead and develop a high-performance logistics and customer service team, including training, performance reviews, and team alignment with business objectives
* Oversee logistics staff in both warehouse and customer service operations
* Drive process improvements in areas like stock synchronization, packaging, and vendor management
Vendor & Supplier Management:
* Maintain strong relationships with key logistics vendors, carriers, and 3PLs
* Conduct regular performance reviews and ensure contractual compliance
* Oversee the onboarding and performance management of new logistics suppliers
Operational Excellence:
* Identify opportunities for continuous improvement in logistics processes and systems
* Collaborate with external partners (e.g., external suppliers, design teams) to streamline logistics operations
* Ensure smooth coordination of urgent and same-day outbound shipments, and maintain high customer satisfaction
Customer Service Support:
* Work closely with the customer service team to address delivery-related escalations
* Conduct root cause analysis of delivery issues and collaborate with other teams (tech, logistics) to resolve them effectively
* Ensure that customer-facing delivery information, lead times, and shipping costs are accurate and up-to-date
Requirements:
* 7+ years of experience in logistics and supply chain management, with at least 3 years in a leadership role
* Strong understanding of fashion, e-commerce, and supply chain operations
* Proven leadership skills, including experience managing cross-functional teams
* Excellent negotiation, communication, and problem-solving abilities
* Familiarity with logistics management systems (PVX) and shipping platforms (DHL, UPS, Aftership)
* Experience in start-up / scale-up organizations highly advantageous
Seniority level:
Mid-Senior level
Employment type:
Full-time
Job function:
Supply Chain
Industries:
IT Services and IT Consulting
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