Experienced Omni Customer Care and Fulfillment Manager – Luxury Leather Goods E-commerce and Retail Operations

At arenaflex, we're passionate about creating progressive luxury that not only delights our customers but also prioritizes sustainability and responsible craft. As a leading luxury leather goods brand in the United Kingdom, we're committed to improving our impact on people and the planet. If you share our values and are looking for a challenging and rewarding role, we'd love you to join our team.

About arenaflex

arenaflex has grown from its humble beginnings in Somerset in 1971 to become the largest maker of luxury leather goods in the United Kingdom. Our contemporary take on British heritage is combined with a focus on responsible craft, reflecting our ambition to create progressive luxury. In 2024, we proudly achieved B Corp Certification, recognizing our purpose-driven approach to sustainability. Today, we're a global brand, but our values remain the same – we're committed to improving our impact on people and the planet.

Job Purpose

The Fulfillment Operations role is pivotal in ensuring the seamless execution of all North American OMNI orders, including both retail and online channels. This role requires a dynamic individual capable of managing various aspects of the fulfillment and customer service process while maintaining high standards of efficiency, accuracy, and customer satisfaction.

Key Responsibilities

*

Fulfillment Operations

+ Responsible for the fulfillment of all North American OMNI orders, including both retail and online + Ensure that all packages are sent in line with company standards and facilitate training across the retail network to achieve consistency in packaging standards + Support and communicate effectively with retail stores regarding OMNI orders, ensuring Service Level Agreements (SLAs) are met regardless of stock availability

Warehouse and Inventory Management

+ Manage warehouse in compliance with company's policies and vision + Design and optimize warehouse layout for efficient space utilization + Supervise and responsible for accurate receiving, warehousing, distribution, and maintenance activities, including weekly, monthly, and quarterly inventory checks and investigations + Oversee the entire incoming and outgoing shipment and order processing lifecycle, ensuring timely and accurate execution of stock movements (Goods In, Goods Out, Returns to Vendor (RTVs), damages, and repairs) + Maintain exceptional housekeeping standards in all stockroom areas + Ensure strict adherence to stock standards and implement effective stock recovery + Produce regular reports and statistics on a daily, weekly, and monthly basis to track and analyze key performance indicators (KPIs) to Head of Digital & Third Party + Attend and participate in meetings and conference calls, staying updated with other areas of the business + Collaborate with management to minimize inventory shrinkage and participate in bi-annual stock audits + Manage consumable and goods orders for the US Distribution Center (USDC), maintaining optimal stock levels and preparing for peak periods

Customer Care

+ Partner closely with Global Customer Care team to lead communication and follow-up processes for store and online customer care inquiries + Be an extension of the central Customer Care team and actively participate in training and meetings + Partner closely with relevant teams to manage out of stock/save sale orders + Collaborate with US B&M team and Store leaders to action needed stock movements + Utilize company-approved standards and communication channels to maintain professional interactions + Develop a strong knowledge of product offerings to provide detailed and specific service information + Gather and report out “Voice of Customer” and other company KPIs to Head of Digital & Third Party

Team Leadership and Development

* Demonstrates a positive, respectful, enthusiastic, “can do,” attitude

• Successfully delivers goals set by the Manager
• Serves as a mentor for other associates, leads by example
• Motivate, organize, and encourage teamwork within the workforce to ensure productivity targets are met and exceeded
• Set and monitor performance and efficiency goals aligned with the company’s strategic plans
• Embraces the perspective of diverse backgrounds in customers and team partners
• Communicates with honesty, respect, and integrity with both customers and team
• Utilizes active listening skills to clearly understand information, needs, ideas, etc.
• Successfully completes all company training programs that relate to the position
• Embraces and actively participates in the learning culture of the company
• Represents brand through actions that support company standards of service and partnership

Brand

* Understand and demonstrate the arenaflex employee values and behaviors: Be Bold, Be Imaginative, Be Open, Be Responsible

• Support arenaflex to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues
• Act as an ambassador for arenaflex and communicate positively about the brand

Made to Last

* Wherever possible, incorporate environmentally responsible practices into your work. Contribute to decreasing arenaflex’s carbon footprint, helping to mitigate climate change and promoting a greener, more sustainable future

• Support to foster an environment where diversity is embraced and all individuals feel valued, respected, and included. Promote equity, empathy, and understanding and demonstrate this commitment within your internal and external communities

Requirements

* Two to four years of inventory management experience in a similar role

• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong verbal and written communication skills
• Excellent interpersonal skills with a proven ability to build effective partnerships
• Superior time management skills, capable of managing multiple projects concurrently and meeting deadlines

Preferred

* Bilingual

• Experience using Salesforce, WorldShip, Manhattan, Prima, Tulip, Aptos, Hybris

Other

* 40 hours a week, Monday to Friday

• Cover during peak sale periods will be required

Additional Information

arenaflex is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills, or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at [email protected]. Apply for this job