operations, customer service and fullfilment manager

JOIN THE LAUNCH OF A LEADING UK WELLBEING BRAND IN AUSTRALIA

One of our clients is a powerhouse in the UK wellbeing space is expanding globally — and Australia is next. We're building a founding team who want to help shape something extraordinary.

This is more than a role. It's an opportunity to be part of a brand's Australian story from day one — to grow with it, influence its direction, and help establish it as one of Australia's most loved and trusted wellbeing brands.

We are looking for an Operations, Customer Service and Fulfilment Manager

This consumer brand is one of the fastest growing names in wellness and is now scaling rapidly in Australia. We are building a movement around people who want to feel energised, focused and fully in control of their lives. Our products are high quality, nutrient dense and designed to help fix the real issues people deal with every day including low energy, hormone imbalance, cravings and brain fog. We give people the tools to feel more like themselves and unlock their full potential.

As we scale in Australia, we are now looking for an Operations, Customer Service and Fulfilment Manager to build and run a best in class operational engine for the Australian market. This role ensures every customer receives a seamless experience from order to delivery and owns the day to day operations that keep the business moving. You will work closely with our manufacturer and local logistics partners teams to deliver a consistently high standard of service.

The Role

You will oversee inventory, fulfilment, order accuracy, customer service, warehouse partner management and operational processes for Australia. You will ensure orders are picked, packed and shipped with speed and precision, customer enquiries are resolved quickly and stock levels are maintained across all product lines. You will work directly with the manufacturer on production timelines, inbound freight, quality control and inventory availability. You will analyse operational data, identify issues, drive improvements and build processes that support growth and scalability.

This role needs a practical, organised and solutions focused operator who thrives in a fast growth consumer environment.

Key Responsibilities

• Own end to end fulfilment operations including order processing, inventory accuracy and delivery experience

• Manage day to day relationships with third party logistics and warehouse partners

• Liaise directly with the manufacturer on production schedules, inbound freight, batch control and replenishment

• Ensure all SLAs on pick accuracy, dispatch times, delivery timeframes and customer service resolution are met

• Build efficient operational processes that scale with growth and reduce friction for customers

• Monitor stock levels, lead times and replenishment cycles to avoid out of stocks and oversupply

• Manage operational reporting including inventory, order flow, fulfilment performance, cost to serve and carrier performance

• Oversee and resolve fulfilment issues including lost parcels, damages and delays, working closely with logistics partners

• Oversee customer service in partnership with agency teams including inbox management, tone and quality assurance

• Develop customer service guidelines, FAQs and templates to ensure consistent and high quality responses

• Identify recurring customer pain points and work with marketing, fulfilment and product teams to address root causes

• Coordinate returns, exchanges and refunds in line with policy and brand standards

• Ensure all operational activity aligns with brand standards, customer expectations and regulatory requirements

• Support launch planning, new product introduction and peak season operational readiness

What You Bring

• 8+ years experience in operations, logistics, fulfilment or supply chain within ecommerce or consumer goods

• Proven experience managing third party logistics partners and operational vendors

• Experience working with manufacturers or contract manufacturers, including COGs and quality programs

• Strong understanding of order fulfilment, inventory management and customer service workflows

• Experience managing customer service and customer enquiries

• Excellent organisational, problem solving and process improvement skills

• Ability to use data and reporting tools to diagnose issues and drive operational decisions

• Clear communication skills with the ability to collaborate across marketing, commercial and finance teams

• Experience in wellness, beauty, supplements or FMCG is highly valued

• A practical, hands on approach with a focus on efficiency, accuracy and customer experience

Location

The head office will be located on the beautiful Northern Beaches of Sydney, so you would be open to working in that area. (Hybrid working 3 days in office, 2 days at home is also an option)

Why Join Us

This is a rare opportunity to build the operational backbone of one of the most exciting wellness brands entering the Australian market. You will have autonomy, work closely with our manufacturer and logistics partners and play a pivotal role in ensuring every customer has a seamless experience.