What You'll Do

• Own daily oversight of the order book against live inventory, spotting risk early and acting before service is affected
• Make and own stock allocation calls when availability is tight, balancing customer priority, seasonal demand and commercial return, and communicating decisions clearly
• Lead, coach and develop your team of three Coordinators, setting priorities, standards and development plans, and running a daily rhythm that surfaces issues early
• Shape the technology roadmap for customer fulfilment: supporting the NetSuite rollout and move to EDI, then driving further automation through B2B portals and touchless order flow
• Design and embed the processes, controls and reporting the function currently lacks, building structure at a pace the business can absorb
• Build customer fulfilment KPIs from scratch, covering order accuracy, response performance, service levels and customer satisfaction, sharing OTIF accountability with Logistics
• Act as the single accountable point of contact for customer order and service matters, coordinating across supply chain, logistics, inventory, finance and marketing
• Manage the phased transition of remaining wholesale order activity in-house, and support the function's expansion into Ireland and further international markets as they open

What You'll Bring

• Proven experience in customer fulfilment, order management or customer operations within a fast-moving consumer environment, ideally food, drink or FMCG
• Experience in a high-growth or scale-up business, comfortable building structure rather than inheriting it, and operating without a complete process already in place
• A track record of owning the order book against inventory and making stock allocation decisions under real constraint
• Experience leading, coaching and developing a team, including objective-setting and day-to-day prioritisation
• A genuine point of view on order management technology and automation, with the confidence to shape that agenda rather than wait for direction
• Confidence with ERP and order systems, plus strong Excel and reporting skills; Hawkstone is rolling out NetSuite
• Experience building KPIs or reporting where none previously existed, and the credibility to hold a difficult conversation with sales about what can be delivered
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