Logistics Manager - London, United Kingdom - Monica Vinader
Description
Description
Job Title: Logistics Manager
Location: Acton, London/ Remote
Reporting To: Head of Customer Experience and Logistics
Who we are
At Monica Vinader, we're on a mission to prove that buying better, wearing longer and doing better don't have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.
And don't just take our word for it, we are proud to be recognised in the industry through our recent awards, proving we are leading the way in sustainable jewellery:
● Ethical/Sustainable Jewellery Business of the Year 2021 & 2023, Retail Jeweller
● Jewellery Brand of the Year 2023, Retail Jeweller
● Queen's Award for Enterprise: Sustainable Development 2022
● Responsible Luxury Business of the Year 2023 & 2022, Positive Luxury
We are digital first, omni-channel, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.
Where we need your help
We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.
As a Logistics Manager you will play a pivotal role in shaping and optimising our delivery experience to delight customers. You will take strategic and commercial ownership of our carrier relationships, focusing on cost optimization and service excellence. This is a new and dynamic role, requiring a hands-on approach to resolve delivery issues, reduce customer escalations, and enhance operational efficiency.
What you'll do
Customer Delivery Experience:
●Define efficient delivery and returns solutions based on insights from our VoC program and market research in collaboration with the ecommerce team.
●Establish carrier allocation rules for optimal on-time delivery while managing costs, working closely with the Product Team for implementation.
●Proactively monitor inflight shipments, taking measures to ensure on-time delivery and defining leading indicators to spot issues early.
●Develop processes for the Customer Care Team to support customers' delivery issues and act as an escalation point for complex cases.
●Daily management of delivery issues escalated by carriers and perform root cause analysis for late deliveries.
Carrier Performance Management:
●Manage a portfolio of parcel companies, ensuring defined KPIs and SLAs are met.
●Support sourcing and onboarding of new carriers and services, replacing underperforming ones.
●Participate in the S&OP process, ensuring sufficient carrier capacity for launches and maintaining effective communication between the Fulfilment Centre and Carriers.
●Lead commercial negotiations and monitor carrier invoicing for contract compliance.
Customs Clearance:
●Serve as a subject matter expert and escalation point for customs and duties topics.
●Train, advise, and audit relevant teams on customs compliance.
●Collaborate with carriers' brokerage teams to minimise disruption and delays of imports/exports.
●Monitor duties invoiced on e-commerce shipments.
What you'll bring
●Passion for making data-driven decisions impacting customer experience.
●Experience in e-Commerce logistics, with a focus on final-mile/parcel carrier management.
●Understanding of customs compliance with a willingness to learn more.
●Excellent Customer Service skills and commercial understanding.
●Experience in a high-growth startup or scale-up environment.
●Growth mindset, strong aptitude for numbers, and advanced analytical concepts.
●Excellent communication skills and ability to build strong relationships.
●Drive, ambition, and resilience to navigate challenges and inspire the team.
To be successful at Monica Vinader...
●You are a doer
●You're a team player
●You're humble
●You are honest, straightforward and transparent
●You are a good teacher/mentor (approachable and accessible)
●You want to get your hands dirty
●You solve problems
●You are resilient
●You are flexible
●You are entrepreneurial, smart, and passionate
●If you don't know something, you say so. Then go figure it out quickly
●You love working in a creative environment
●You have a sense of humour
●You are an insatiable learner
Additional Requirements
Ability to document your authorisation to work in the United Kingdom.
Travel Requirements
Weekly travel to our UK DC based in Acton London
Our Aims and Values
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:
Customer Obsessed
Our customers are at the core of everything we do.We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
Caring
We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
Fast Paced
We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
Exceptional
We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
Commercial
We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.