Role Overview
As E-commerce Fulfilment Team Lead, you will be responsible for the smooth, accurate and efficient picking, packing and dispatching of online orders for My Fabulosa’s direct-to-consumer channel (and potentially wholesale/third-party fulfilment). You will lead the fulfilment team and act as the key point of contact for fulfilment operations, ensuring high service levels, accuracy, productivity and compliance with health & safety, quality and brand standards.
The role involves both hands-on fulfilment (especially during busy periods) and supervisory/leadership responsibilities, including coaching, performance monitoring, process improvement, and liaising with other departments (e.g., customer service, inventory/warehouse, logistics, ecommerce operations).
Key Responsibilities
- Lead, motivate and develop the fulfilment team, ensuring team members understand their roles, responsibilities and performance expectations.
- Manage day-to-day picking, packing, dispatch and returns operations for the e-commerce channel, This includes TikTok, Temu and Amazon.
- Monitor key fulfilment KPIs such as order accuracy, orders per hour, pack-station throughput, dispatch cut-off adherence, returns processing time and cost per order.
- Allocate resources and schedule staff/agency as required to meet daily order demand and seasonal peaks.
- Ensure goods are picked and packed in line with brand / packaging standards (reflecting My Fabulosa’s quality-led proposition).
- Work with Ecom Inventory lead/warehouse team to ensure stock availability, recall/expired stock handling, and minimise out-of-stocks or fulfilment delays.
- Coordinate with logistics/carrier team to ensure timely dispatch, tracking, resolution of shipping issues and returns inbound.
- Implement and maintain health & safety, COSHH (as relevant – the business deals with cleaning chemicals) and housekeeping standards within the fulfilment area.
- Analyse operational data and drive continuous improvement initiatives (e.g., process redesign, layout change, packing materials optimisation) to improve productivity, reduce cost and improve service.
- Provide daily/weekly/monthly reports to management on fulfilment performance, issues and improvement plans.
- Act as a key liaison between fulfilment, customer service and ecommerce/marketing teams to ensure any order issues (e.g., high return volumes, product damage) are captured and addressed.
- Support seasonal planning (e.g., promotional peaks, new product launches, Black Friday, Christmas) by working with wider supply chain and ecommerce teams to ensure fulfilment readiness.
Person Specification
Essential:
- Previous experience supervising or leading a fulfilment/warehouse team in an e-commerce environment.
- Strong understanding of fulfilment operations: picking, packing, dispatch, returns, courier interfaces.
- Good data-driven mindset: comfortable with KPIs, performance reporting, Excel or warehouse management system usage.
- Excellent organisational and planning skills, able to prioritise and manage multiple tasks under pressure (especially during peak).
- Strong leadership and people-management skills: able to motivate, coach and develop team members, drive accountability and high standards.
- Good communication skills: able to work cross-functionally and escalate issues appropriately.
- Willing to be hands-on when needed and able to work shifts (if applicable).
- Knowledge of health & safety practices in a warehouse/fulfilment environment; experience of compliance (e.g., manual handling, PPE, COSHH) is a plus.
Desirable:
- Experience in a fast-moving consumer goods (FMCG) business or with branded consumer goods (cleaning, homecare, etc).
- Experience with fulfilment of hazardous or regulated products (cleaning chemicals) or knowledge of relevant regulations.
- Familiarity with warehouse management systems (Mintsoft), logistics/carrier interfaces and e-commerce platforms (e.g., Shopify, Tiktok Shop).
- Exposure to international dispatch/exports to assist Fabulosa’s growth into new markets.
Key Metrics & Expectations
- Order fulfilment accuracy (e.g., % of orders without picking/packing errors)
- Orders dispatched within SLA (cut-off/time to ship)
- Packing productivity (orders/hour or units/hour)
- Returns processing turnaround time
- Cost per order or packing cost per unit (packing materials, labour)
- Health & safety / incident rate zero tolerance
- Team attendance, attrition, agency usage
- Improvement projects delivered (e.g., change packing layout, reduce damage rate)
Pay: £14.00-£16.00 per hour
Work Location: In person
