Head of Fulfilment

About Secretlab

Secretlab is a global leader in gaming chairs, serving over one million users worldwide with significant markets across the United States, Europe, and headquartered in Singapore. We are proud partners with renowned brands like Game of Thrones, Batman, Cloud9, Team Secret, and collaborate with global esports organizations such as Riot Games for League of Legends tournaments.

Role Overview

As a pivotal senior member of our Global Fulfilment team, you will lead and manage seamless operations overseeing worldwide shipment processes to over 60 countries. You will co-develop and steer the global fulfilment strategies alongside the Head of Global Logistics, managing the operational profit and loss aspects and guiding your team through the dynamic supply chain landscape.

Key Responsibilities

• Manage and ensure the performance of the Fulfilment team and associated vendors across logistics, warehousing, fraud prevention, inventory control, and order fulfilment activities.
• Lead operational workflows and initiatives that cut across departments to optimize efficiency.
• Build and maintain robust partnerships with major international vendors related to logistics and warehousing.
• Develop and execute the Global Fulfilment strategy, bolstering scalable solutions within the Operations team.
• Collaborate with the Head of Global Logistics to make informed decisions via analysis of operational data and reports.
• Drive projects aimed at enhancing the overall customer delivery experience, reducing delivery times, and improving satisfaction.
• Partner with business leaders to devise and implement operational strategies for business expansion, cost reduction, new product launches, and resolving product issues.
• Act as the escalation authority for critical customer issues related to Operations.
• Provide mentorship, guidance, and support to the Global Fulfilment team leadership to meet and exceed team goals.
• Increase operational productivity and ensure strategic alignment as the company scales worldwide.
• Implement business process improvements within the operations team.
• Offer executive-level advice and assist in translating company objectives into actionable outcomes in collaboration with senior leadership.
• Define clear targets for the Fulfilment team and lead efforts to surpass them.
• Oversee strategic initiative implementation, program and process management, as well as fostering inter-team communication and collaboration.

Required Qualifications and Experience

• Bachelor’s degree in Business with specialization in Supply Chain, Analytics, or a related field.
• 3-5 years of experience in a similar operational role, with 2-3 years in a managerial or leadership position.
• Strong insight into process changes and their impact across departments, with an aptitude for initiating and driving appropriate solutions.
• Proven leadership skills, excellent communication, and the ability to work collaboratively across various teams.
• Decisive, action-oriented, focused on results, and able to independently handle diverse and time-sensitive situations.
• Self-motivated with excellent logical reasoning and problem-solving skills.
• Advanced proficiency in Google Sheets and Microsoft Excel, including use of VLookup, Pivot Tables, and other intermediate to advanced functions.

Preferred Additional Skills

• Understanding of consumer psychology principles.
• Background in global supply chain, logistics, shipping, or warehousing operations.
• Experience working with Business Intelligence tools.
• Familiarity with the shipping industry, particularly ocean freight logistics.
• Previous experience in the ecommerce sector.