Fulfilment Operations Manager – 12 months Secondment – Booker Group
Location: , , 0Shift Hours: 38 hrs per week (5 from 7)Salary: Competitive
We have an exciting opportunity for a Fulfilment Operations Manager to lead operational excellence across branches within your region. This is a high-impact, field-based role where you’ll influence change, drive continuous improvement and support branch teams to deliver exceptional service to customers. You’ll be responsible for improving the end-to-end delivery operation, ensuring branches have the people, processes, productivity and standards required to deliver a reliable, professional service.
Working closely with branch teams, you’ll drive performance across customer satisfaction, driver service, productivity, stock movement, availability and on-time delivery, while maintaining a strong focus on cost control and operational standards.
You’ll coach and develop branch teams, strengthen driver standards and recruitment, champion process and system improvements, and embed best practice across the region. Through your leadership, you’ll help ensure branches consistently deliver a reliable, efficient and customer-focused service.
- Improving delivered customer satisfaction performance across the region
- Improving warehouse productivity, pick rates, pick routes, efficiencies, marshalling, shifts and processes
- Improving product availability and the processes that support pick availability
- Driving effective branch set-up for efficient warehouse-to-delivery flow
- Driving on-time performance including DOT performance, departure on time, route amendments and call point management
- Completing helpful driver branch checks, pre-brief / de-brief activity and vehicle and driver standards
- Improving driver service, uniform standards and correct branch processes
- Monitoring Deskpro customer service performance, SLA compliance and outstanding tickets
- Supporting branch management through DSM workshops, process changes, IT changes and operational planning
- Supporting driver recruitment, Driver Academy activity and branch driver capability
- Managing delivery equipment including cages, pallet wrappers, and totes
- Managing and challenging driver agency usage and delivery-related costs
- Monitoring key KPIs and turning performance insight into branch action plans
- Training, coaching and developing branch delivery and warehouse teams
- Implementing company policy, procedure, process and system changes positively
- Influencing senior management teams and regional support teams
- Continuous improvement to branch warehouse and delivery operations
- Strong transport operational and compliance knowledge / experience
- Ability to make commercially robust decisions while protecting SSL standards
- Managing budgets and challenging cost
- Training and development experience
- Strong knowledge of branch warehouse and delivery operations
- Customer service / satisfaction focus
- KPI and performance improvement
- Knowledge of pick, availability, marshalling and branch set-up processes
- Commercial and cost-control awareness
- Operational planning and problem-solving
- Ability to use performance systems and data to drive action
- Drive improvement and change positively within the region
…