Head of Supply Chain – Customer Services

3 hours ago

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MILE

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eCommerce • B2C • Fashion

MILE is an exclusive members-only platform that offers curated collections of top-tier designer pieces at exclusive prices. Members can select from various tiers to access luxury brands, receive early product previews, and enjoy premium benefits, including substantial discounts on high-end fashion items. MILE ensures all products are authentic and sourced directly from trusted retailers, enhancing the shopping experience with exceptional, exclusive deals.

11 - 50 employees

Founded 2024

🛍️ eCommerce

👥 B2C

👗 Fashion

📋 Description

• Oversee the entire logistics function, including both inbound and outbound supply chains. • Oversee 3PL & in house warehouse operations. • Lead seasonal planning and major events such as Black Friday, Thanksgiving, Christmas etc. • Oversee the logistic elements of marketplace onboarding. • Provide strategic oversight of warehouse management and the 3PL partner relationships. • Negotiate and manage shipping rates with carriers, ensuring competitive pricing and service excellence. • Lead escalations with customer service teams, identifying root causes and collaborating with tech teams for solutions. • Lead and develop a high-performance logistics and customer service team, including training, performance reviews, and team alignment with business objectives. • Oversee logistics staff in both warehouse and customer service operations. • Drive process improvements in areas like stock synchronisation, packaging, and vendor management. • Maintain strong relationships with key logistics vendors, carriers, and 3PLs. • Conduct regular performance reviews and ensure contractual compliance. • Oversee the onboarding and performance management of new logistics suppliers. • Identify opportunities for continuous improvement in logistics processes and systems. • Collaborate with external partners (e.g., external suppliers, design teams) to streamline logistics operations. • Ensure smooth coordination of urgent and same-day outbound shipments, and maintain high customer satisfaction. • Work closely with the customer service team to address delivery-related escalations. • Conduct root cause analysis of delivery issues and collaborate with other teams (tech, logistics) to resolve them effectively. • Ensure that customer-facing delivery information, lead times, and shipping costs are accurate and up-to-date.

🎯 Requirements

• 7+ years of experience in logistics and supply chain management, with at least 3 years in a leadership role. • Strong understanding of fashion, e-commerce, and supply chain operations. • Proven leadership skills, including experience managing cross-functional teams. • Excellent negotiation, communication, and problem-solving abilities. • Familiarity with logistics management systems (PVX) and shipping platforms (DHL, UPS, Aftership). • Experience in start-up / scale up organisations highly advantageous