Customer Fulfilment Manager

IMPACT EVOLVE are exclusively retained to hire another exciting role for Hawkstone.

Reporting to: Head of Supply Chain

Hawkstone is one of the fastest growing premium beer and cider brands in the UK, operating across retail, hospitality, direct to consumer and merchandise channels. As the business scales, the volume and complexity of customer orders, delivery requirements and service expectations continue to increase.

The Customer Fulfilment Manager owns the end-to-end order fulfilment process, providing clear oversight of service performance, stock constraints, delivery risks and customer issues. Leading the customer fulfilment team and managing Hawkstone's external direct-to-consumer fulfilment partner, the role works closely with sales, logistics, inventory, finance, warehouses and customers to coordinate order activity and resolve issues before they affect service.

This role requires a confident people leader who can balance customer service, operational control and commercial priorities
-highly organised, comfortable managing a fast-moving order book, and accountable for building the processes, standards and team capability required to support continued growth.

• Own the end-to-end order fulfilment process, ensuring orders are received, checked, released and placed within agreed lead times, with clear oversight of the order book, delivery commitments and exceptions.
• Lead, coach and develop the customer fulfilment team, setting clear priorities, service standards and accountabilities.
• Share accountability for customer OTIF performance while owning order accuracy, response performance and customer satisfaction, reporting regularly on service performance and improvement actions.
• Coordinate stock allocation with sales and supply chain when availability is constrained, and own shortage reporting so risks and customer impacts are clearly understood.
• Maintain an overarching view of current and future orders, flagging foreseeable service, stock or delivery issues to Sales early, and attending relevant sales/operational meetings to align priorities.
• Plan delivery dates around bank holidays, seasonal peaks, customer events and promotional activity, coordinating with logistics partners on bookings and re-deliveries.
• Monitor service updates, proof of delivery and outstanding delivery issues, resolving customer and delivery queries and escalating recurring issues through to closure.
• Maintain a controlled customer fulfilment inbox with clear triage, escalation and response standards.
• Drive continuous improvement across order processing, customer communication and fulfilment workflows, developing procedures and reporting that support scalable growth.

• Proven experience in customer fulfilment, order management or supply chain within a fast-moving environment.
• Experience leading and developing a team, including performance management.
• Strong understanding of end-to-end order processing, stock allocation, delivery management and customer service performance.
• Experience managing third-party service providers or fulfilment partners against agreed KPIs.
• Confident using ERP, order management and customer service systems, with strong Excel and reporting capability.
• Strong communication and stakeholder management skills across sales, operations, customers and external partners.
• Commercial awareness, balancing customer priorities, stock availability, fulfilment cost and operational constraints.
• Experience with in FMCG, alcoholic beverages, brewing, food manufacturing or another high-volume consumer goods environment.
• Experience managing OTIF, order accuracy, response time or fulfilment cost measures.
• Experience supporting seasonal peaks, major customer events or direct-to-consumer operations.

Customer focused with a strong sense of accountability for service and delivery outcomes. A confident, supportive people leader. Highly organised, calm and solutions-focused under pressure. Proactive in identifying risks and escalating issues. Collaborative and relationship-driven, comfortable challenging priorities constructively in a fast-paced, evolving environment.