Location
East Croydon (Head Office close to East Croydon Station)
Hours
37.5 | 9.00am – 5.30pm – Hybrid working (2 days working from home, 3 days in office)
Salary
Competitive
Day‑to‑Day Responsibilities
* Ensure picking, packing and dispatching processes of stores fulfilling online orders are efficient.
* Deliver fulfilment SLAs – order turnaround time, accuracy, delivery deadlines.
* Manage store capacity planning and workload balancing for in‑store and online sales.
* Monitor productivity and optimise resource allocation to achieve efficiency targets.
* Identify trends in data to drive action and improve performance.
* Oversee processes for "order & collect," "ship from store," and returns handling.
Leadership & Team Management
* Lead, coach, and develop central and store teams to achieve KPI/SLAs.
* Create a culture of performance improvement and accountability.
* Produce succession plans linked to stretch objectives.
* Ensure all central and field teams are trained and appropriate record‑keeping is in place.
Customer Experience & Service Quality
* Embed processes to meet/exceed customer experience ROS requirements.
* Utilise data to identify and implement opportunities.
* Manage exceptions and escalations related to late, missing, or incorrect orders.
* Track and identify trends to put measures in place to improve service.
Inventory & Stock Control
* Identify and implement opportunities to maximise product availability and stock accuracy within hubs.
* Ensure optimum stock and buffer levels are maintained.
* Maintain sufficient audits to minimise stock outs and prevent loss.
Cost Management
* Ensure hours issued meet demand and OPH budgets, managing overspend proactively.
* Ensure staff structures support flexibility for unexpected demand.
Operational Excellence
* Implement standardised procedures for picking & packaging.
* Ensure accurate tracking of operational KPIs and develop improvement plans.
* Explore and implement system, people, and process opportunities to drive performance, including automation and AI.
Peak Planning
* Produce and deliver peak plans to ensure stores are set up for increased demand.
* Support temporary setup and training of seasonal hubs when needed.
Compliance, Safety & Standards
* Ensure all fulfilment activities comply with health and safety, data protection, and operational standards.
* Maintain store cleanliness, orderliness, and brand presentation.
* Conduct regular risk assessments for warehouse/fulfilment zones.
Benefits
* 33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
* 2 staff discount codes for yourself and a family member or friend
* 30% discount on Superdrug Own Brand Products both in store and online
* Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station
* Company pension matching and bonus
* We offer Stream - a money management app that gives you access to a percentage of your pay as you earn it
* Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
* We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!
* Unrivalled Learning and Development programmes
* Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support
* Come and be part of something special!
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