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Head of Customer Fulfilment

2 weeks ago

Eastleigh, United Kingdom B&Q Full time

**About the role**

**Permanent (Open to flexible working)**

**Up to £110,000 + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday + Field Based (with occasional visits to Southampton, SSO)**

**Field based**

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as Head of Customer Fulfilment and you’ll be a big part of this.

**Role Purpose**:Responsible for operationalising the complex Home Delivery plan, managing multiple stakeholders with the B&Q teams and third-party logistics providers to deliver that plan to the highest standards. Always putting customers at the heart of the team, you will strive for excellence across all our fulfilment routes that span the breadth of the UK & Ireland.

**Key responsibilities**

**Key Responsibilities and Accountabilities**:

- ** Deliver Customer Service Excellence**: Ensure exceptional customer service across all delivery channels, including bathroom and kitchen deliveries, next-day click-and-collect, store fulfilment, and drop ship vendor operations. Ensure operational complexity does not compromise the customer journey, driving consistency and satisfaction across all touchpoints.
- ** Strategic Stakeholder Collaboration**: Work closely with key stakeholders to align their needs with operational plans, ensuring clear communication and a proactive approach to any changes or adjustments required for successful implementation.
- ** Operational Efficiency & Continuous Improvement**: Drive operational improvements by analysing key performance indicators such as cost, service delivery, and customer satisfaction metrics. Lead initiatives to enhance the entire customer journey and continually refine service offerings.
- ** Oversee Complex Delivery Operations**: Manage the execution of multiple delivery routes, ensuring smooth operations for dedicated fleet deliveries, shared user fulfilment, next-day click-and-collect, and other delivery models. Focus on delivering a seamless, efficient, and customer-focused delivery experience.
- ** Innovate Fulfilment Services**: Lead the development and introduction of new fulfilment services, ensuring these innovations are customer-centric and aligned with the evolving needs of the business.
- ** Financial Stewardship**: Take ownership of the financial performance of the Home Delivery operation, managing the budget, overseeing the reforecasting process, and ensuring that financial metrics related to project activities and improvements are met.
- ** Lead Operational Change & Strategic Projects**: Champion continuous improvement (CI) efforts, operational change initiatives, and small-scale projects. Support and contribute to the successful operational delivery of large-scale strategic initiatives across the organisation.
- ** Manage Third Party Logistics Partnerships**: Lead the commercial management of third-party logistics providers (3PLs), ensuring service levels and contracts are optimized for both cost and performance.
- ** Adapt to Market Changes**: Maintain a flexible and responsive approach to external market changes, adjusting team operations and service offerings as needed to minimise disruptions and enhance customer experience.
- ** Cross-Functional Collaboration**: Collaborate with Digital teams, the Contact Centre, and the Supply Chain team to ensure delivery services are fully integrated, optimising the customer experience at every stage of the delivery process.
- ** Inspire Leadership & Talent Development**: Lead, inspire, and develop the Home Delivery Logistics team, fostering a high-performance culture that attracts, nurtures, and retains talent. Focus on creating a pipeline of future leaders while ensuring sustainable knowledge transfer across the logistics function.

**Required skills & experience**

**Required Skills & Experience**:

- Experience in customer fulfilment
- Experience in a 7-day Logistics Operation
- Strong communication skills capable of influencing senior stakeholders, and at all levels within the organisation.
- Proven leadership experience with the ability to lead operational teams and 3PLs and translate B&Q and Kingfisher strategy into tangible and achievable plans that engage and motivate teams to deliver at pace.
- Strong vendor management experience, managing a variety of contractors on an open and closed book basis.
- Results driven, possess business acumen and commercial astuteness and understands the retail commercial levers to pull.
- Strong customer orientation and listening abilities, with great planning and organisational skills.
- Ability to ‘horizon scan’ for the next project/s and lead them to successful implementation.
- Capable of moving between strategic, operational and tactical levels

**What's in it for me?**

As part of a great team, you’ll be valued for who