OMNI Customer Care & Fulfillment Manager

Founded in 1971 in Somerset, England, today Mulberry is a truly global fashion company and the largest manufacturer of luxury leather goods in the United Kingdom. Across all locations, we are united by our employee values: Be Bold, Be Open, Be Responsible, Be Imaginative.

If these are values you share, we would love you to join our team.

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. 

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: 

- Managing 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 inclusive of 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 Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.

- Support Mulberry 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 Mulberry and communicate positively about the brand.

Made to Last:

- Wherever possible, incorporate environmentally responsible practices into your work. Contribute to decreasing Mulberry’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 

Mulberry 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 talent@mulberry.com.