Fulfilment and Customer Services Manager

Fulfilment and Customer Services Manager

Location: Watford

Hours: Full-Time | Monday – Friday, 9am – 5pm (Weekend work may be required during peak periods)

LILY & ROO is a leading online jewellery retailer known for our elegant, handcrafted designs and outstanding customer service. We pride ourselves on our attention to detail, quality craftsmanship, and a seamless customer experience.

The Fulfilment and Customer Services Manager will oversee the daily operations of both the fulfilment and customer service teams, ensuring orders are processed efficiently and customers receive exceptional support. The role requires excellent leadership, strong communication skills, and the ability to analyse data to drive continuous improvement.

You will work closely with the Marketing and Production Manager to ensure processes are aligned across departments and the customer experience remains consistent from order to delivery.

• Oversee and manage all aspects of the fulfilment department to ensure orders are picked, packed, and dispatched accurately and on time.
• Motivate, mentor, and manage the fulfilment team, maintaining a positive and productive working environment.
• Plan staffing schedules and employ temporary staff during peak trading periods (e.g., Christmas, Valentine’s Day).
• Conduct monthly stock takes and ensure inventory accuracy.
• Order stock from UK suppliers and manage supplier relationships.
• Negotiate shipping rates with couriers and ensure cost‑effective delivery solutions.
• Track and report on key KPIs such as fulfilment accuracy, dispatch times, and customer satisfaction.
• Continuously review and improve fulfilment processes to enhance efficiency and accuracy.
• Identify and implement cost‑saving initiatives across postage, packaging, and fulfilment supplies without compromising quality or customer experience.

• Oversee day‑to‑day running of the Customer Service team, managed through Gorgias.
• Ensure all customer tickets are handled promptly and professionally, maintaining five‑star customer service standards.
• Train and support team members to deliver empathetic, solution‑focused responses.
• Produce regular reports highlighting common customer issues, trends, and product feedback.
• Identify recurring issues and work with other departments to adjust processes and minimise repeat queries.
• Use data from Gorgias to track performance metrics and identify areas for improvement.
• Work closely with Marketing and Production Managers to ensure efficient coordination between departments.
• Share insights from fulfilment and customer service reports to improve product quality, service standards, and the overall customer journey.
• Support company‑wide projects that contribute to operational excellence and customer satisfaction.

• Proven experience managing fulfilment and/or customer service operations, ideally within an e‑commerce or retail environment.
• Strong leadership skills with the ability to motivate, manage, and develop teams.
• Experience using Gorgias or similar customer service software.
• Excellent organisational and problem‑solving skills.
• Strong analytical and reporting ability using Excel or similar tools.
• Skilled in negotiating with suppliers and logistics partners.
• Ability to remain calm and focused under pressure, particularly during peak periods.
• Flexible, proactive, and solution‑oriented approach.

• Company pension scheme
• 21‑days holiday
• 50% employee discount on LILY & ROO jewellery collections
• Access to our Employee Assistance Programme

If you’re a motivated leader who thrives in a fast‑paced e‑commerce environment and is passionate about delivering operational excellence, we’ll love to hear from you.

LILY & ROO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Mid‑Senior level

Full‑time

Retail Luxury Goods and Jewelry