WHAT TYPE OF PERSON WILL SUCCEED

We’re looking for someone who combines analytical thinking with a genuine passion for creating exceptional customer experiences. You’ll thrive in this role if you:

• Have a detail-oriented approach while maintaining sight of the bigger picture
• Enjoy solving complex problems and finding creative solutions to operational challenges
• Can transform data and reports into clear, actionable insights that drive results
• Bring a minimum of 2-5 years’ digital fulfilment experience (omni-channel preferred)
• Have a proven track record of driving continuous improvement in fulfilment operations
• Understand freight and logistics standards and procedures
• Possess experience managing retail store fulfilment and Click & Collect (preferred)
• Sound technical understanding and appetite to learn
• Excellent Microsoft 365 skills
• Excel at communication across various channels - email, phone, and face-to-face interactions

WHY YOU’LL BE EXCITED ABOUT THIS ROLE

This role offers complex strategic oversight and hands-on impact, focused on leading and executing our delivery execution framework that directly improves Freedoms last mile experiences for first and third-party fulfilments. This is a crucial part of the customer experience.

As the Digital Fulfilment Team Leader, it will be your responsibility to tailor and improve delivery experience, preserving positive customer experiences all the way from purchase to delivery. Your key responsibilities include:

• Lead digital fulfilment operations to maximise efficiency while driving improvements across key processes and systems
• Define and document fulfilment processes, training and coaching team members to excel in their roles
• Monitor service levels across fulfilment hubs, ensuring orders are picked accurately and packaged to Freedom’s high standards
• Collaborate with Customer Care teams and occasionally customers to resolve issues swiftly within service agreements
• Transform data into insights through daily, weekly and monthly analysis, creating actionable recommendations that enhance customer experience
• Motivate your team towards organisational goals while empowering them with skills, confidence and product knowledge to succeed

We’re looking for someone who combines analytical thinking with a genuine passion for creating exceptional customer experiences. You’ll thrive in this role if you:

• Have a detail-oriented approach while maintaining sight of the bigger picture
• Enjoy solving complex problems and finding creative solutions to operational challenges
• Can transform data and reports into clear, actionable insights that drive results
• Bring a minimum of 2-5 years’ digital fulfilment experience (omni-channel preferred)
• Have a proven track record of driving continuous improvement in fulfilment operations
• Understand freight and logistics standards and procedures
• Possess experience managing retail store fulfilment and Click & Collect (preferred)
• Sound technical understanding and appetite to learn
• Excellent Microsoft 365 skills
• Excel at communication across various channels - email, phone, and face-to-face interaction