Head of Supply Chain & Customer Services

Hulcan; Sheffield; On-site; GBP 60,000 - 80,000; Full time

Job summary

A logistics and supply chain firm in the United Kingdom is seeking a Logistics Strategy & Operations Manager to oversee logistics functions, lead a high-performance team, and manage vendor relationships. Ideal candidates will have over 7 years of experience in logistics management with strong leadership skills. Responsibilities include optimizing supply chains, negotiating shipping rates, and ensuring excellent customer service. This role offers competitive compensation and the opportunity to lead in a dynamic environment.

Qualifications

• 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 with experience managing cross‑functional teams.

Responsibilities

• Oversee entire logistics function including inbound and outbound supply chains.
• Lead and develop a high-performance logistics and customer service team.
• Maintain strong relationships with key logistics vendors and 3PLs.

Skills

Leadership skills

Negotiation abilities

Problem-solving skills

Communication skills

Tools

PVX

DHL

UPS

Aftership

Job description

Logistics Strategy & Operations Management

• 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.

Team Leadership & Development

• 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.

Vendor & Supplier 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.

Operational Excellence

• 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.

Customer Service Support

• 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.

Qualifications

• 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