Head of Fulfillment

Role Overview

The Head of Fulfillment is entrusted with overseeing the entire fulfillment function across the organization, managing multiple facilities such as fulfillment centers, dark stores, and future distribution hubs. The role focuses on delivering operational excellence, driving scalable growth, optimizing costs, and ensuring superior customer service, while building a high-performing operations network.

Primary Responsibilities

• Formulate and implement a fulfillment strategy that aligns with company goals.
• Lead and manage operations across multiple fulfillment sites to uphold superior standards.
• Initiate and promote continuous improvement, automation, technology advancements, and process optimization.
• Accountable for operational KPIs including service levels, capacity, productivity, quality, safety, and cost efficiency.
• Manage workforce planning, budgeting, and allocation of resources effectively.
• Collaborate with teams from Finance, Commercial, Technology, Supply Chain, and other departments.
• Ensure adherence to operational policies, regulatory mandates, and health, safety, and environmental standards.
• Mentor and develop future leaders through coaching, succession planning, and capability development.
• Oversee fulfillment budgets and P&L, focusing on cost reduction and financial health while meeting operational targets.
• Plan and execute peak season preparedness, business continuity, and contingency protocols to prevent disruptions during high demand periods.

Key Skills and Competencies

• Strong strategic leadership combined with operational execution abilities.
• Expertise in managing multiple warehouse and fulfillment operations.
• Experience with network growth and capacity planning.
• Proficient in cost management and improving productivity.
• Track record handling operational budgets, profit and loss statements, and investment cases.
• Knowledgeable about Warehouse Management Systems (WMS) and automation technologies.
• Data-driven decision maker, utilizing KPIs and dashboards effectively.
• Excellent governance, compliance, and operational risk management skills.
• Ability to engage cross-functional teams and manage stakeholders effectively.
• Strong communication, problem-solving, and change management capabilities.

Educational and Professional Qualifications

• Bachelor's degree in Supply Chain, Logistics, Industrial Engineering, Business Administration, or a related discipline.
• Master's degree is advantageous.
• Between 0 to 15 years of advancing experience in fulfillment, logistics, or warehouse leadership roles.
• Confirmed experience in third-party logistics (3PL) fulfillment environments.
• Background in leading multi-site operations and cross-functional teams.
• Familiarity with Lean, Six Sigma, Kaizen, or other continuous improvement techniques preferred.
• Demonstrated involvement in WMS implementation and deployment of warehouse automation.
• Experience managing operational budgets, controlling costs, and overseeing fulfillment P&L.
• Proven expertise in managing peak seasons and business continuity in high-volume fulfillment settings.

Performance Standards

• Maintain operational excellence across all facilities.
• Make decisions based on solid data and analytics.
• Enhance labor productivity and optimize operational expenditure.
• Consistently sustain high service and customer satisfaction levels.
• Effectively support scaling of the fulfillment network.
• Develop strong leadership capacity and establish succession plans.

Culture and Leadership Expectations

• Possess strategic thinking coupled with a strong execution focus.
• Customer-oriented with a results-driven mindset.
• Ability to thrive in dynamic, fast-paced, and growth-oriented environments.
• Encourage accountability, teamwork, innovation, and continuous improvements.

Organizational Reporting

• Reports directly to Executive Leadership / Chief Operating Officer.
• Manages teams including Fulfillment Managers, Site Managers, Operations Excellence, Inventory, and Warehouse Operations personnel.