Customer-Focused Fulfilment Contract Lead

Loom Talent; Sunderland; On-site; GBP 55,000 - 60,000; Full time

Job summary

Loom Talent is seeking a commercially minded Fulfilment Contract Manager to lead a key customer operation in a Sunderland warehouse. You will balance customer relations with day-to-day delivery, owning performance and driving cost, productivity, and people outcomes.

In this hands-on senior role, you'll manage labour and costs, lead operational teams, and work with the wider logistics function to ensure seamless service and continuous improvement across the contract.

Qualifications

• Experience as a Fulfilment Contract Manager or similar senior warehouse leadership role.
• Strong warehousing/fulfilment experience in 3PL, e-commerce, retail or distribution.
• Experience managing customer relationships with day-to-day delivery.
• Understanding of warehouse KPIs, labour planning, productivity and cost management.
• Commercial awareness with contract performance and P&L experience.

Responsibilities

• Taking ownership of a key customer contract across warehousing and fulfilment operations.
• Leading day-to-day warehouse performance across inbound, inventory, pick, pack and dispatch.
• Managing and developing operational teams to deliver against customer SLAs and KPIs.
• Acting as the primary operational contact for the customer and building a strong long-term relationship.
• Managing labour, productivity and operational costs to ensure the contract performs commercially.
• Driving Continuous Improvement across warehouse processes, accuracy and efficiency.
• Monitoring contract performance and producing regular operational and customer reviews.
• Working closely with the wider Logistics distribution and supply chain teams to ensure seamless service delivery.
• Supporting new initiatives, volume growth and changes to customer requirements.
• Maintaining high standards across Health & Safety, compliance and operational governance.

Skills

Contract management

Warehouse operations

KPIs

Labour planning

Cost management

Stakeholder management

Leadership

Continuous Improvement

Job description

Loom Talent is seeking a commercially minded Fulfilment Contract Manager to lead a key customer operation in a Sunderland warehouse. You will balance customer relations with day-to-day delivery, owning performance and driving cost, productivity, and people outcomes.

In this hands-on senior role, you'll manage labour and costs, lead operational teams, and work with the wider logistics function to ensure seamless service and continuous improvement across the contract.