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ABOUT THE BRAND
Founded in 2011 by Rannesh Jansari and Ria Pattni, Fushi is an award-winning, Ayurveda-inspired health and beauty brand on a mission to enhance women's wellbeing – and their families – by creating ethically-made health and beauty solutions that positively impact lives. All our products are handmade in our London workshop and rooted in authenticity, sustainability, and Ayurvedic wisdom. Fushi is guided by its Vision/Traction Organiser (V/TO), and we are proud to live our core values – Integrity, Humility, Commitment and Kindness – while nurturing a people-first culture driven by Authenticity, Ownership, an Agile Mindset, and Continuous Improvement.
POSITION OVERVIEW
If you have great wholesale & D2C experience in the FMCG consumer goods sector, then this role will be perfect for you. As a Logistics Manager, you will take ownership of Fushi's courier and shipping operations, ensuring that products are dispatched efficiently, cost-effectively, and in line with our quality and compliance standards. You will manage key partnerships with domestic and international carriers, lead export documentation processes, and ensure that our customers – whether individual or wholesale – receive their orders on time and in full.
This role requires a problem-solver who thrives in a fast-paced environment and balances a meticulous eye for compliance with strategic thinking. You will work closely with operations, customer service, warehouse, and marketing teams, playing a critical role in upholding our delivery promise across global markets.
KEY RESPONSIBILITIES
Carrier & Courier Management
- Oversee daily interactions with Royal Mail, DPD, UPS, DHL, and freight forwarding partners.
- Negotiate courier contracts and service levels to optimise costs and performance.
- Monitor SLAs, address performance issues, and resolve disputes promptly.
- Conduct monthly performance reviews with carriers to drive service improvements.
Fulfilment & Dispatch Oversight
- Ensure seamless coordination between the warehouse dispatch team and courier pickups.
- Track daily order volume to meet same-day dispatch targets.
- Generate accurate shipping documentation – including courier labels and export manifests.
- Escalate bottlenecks in fulfilment or order flow to operations leadership.
- Coordinate with the Production department to arrange any on-demand production runs needed to fulfil shipment requirements.
International Shipping & Compliance
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- Manage export documentation – commercial invoices, customs declarations, COIs, HS codes, and TRACES certification for organic products.
- Ensure Fushi adheres to destination-specific regulations (EU, UAE, etc) and Amazon global marketplace compliance requirements.
- Maintain positive relationships with partners such as 3PL storage, DSV, and TPN.
- Take proactive ownership of customs delays, clearance issues, and international delivery risks.
- Coordinate with our EU distributor in the Netherlands on stock flow, documentation, and delivery timelines.
Returns, Claims & Reporting
- Investigate lost, delayed, or damaged parcels and submit claims to couriers where applicable.
- Track claim resolution and ensure reimbursements are followed through to completion.
- Log return reasons to support continuous improvement across logistics and customer experience.
- Report weekly on logistics KPIs, courier performance, and key customer feedback themes.
Strategic Logistics Projects
- Support research and onboarding of new fulfilment partners for global expansion.
- Collaborate with the Operations and Supply Chain teams on Amazon restocks and inbound freight.
- Identify and trial improvements in packaging, labelling, and delivery strategies.
- Partner with the marketing team to coordinate logistics for product launches, seasonal campaigns, and influencer drops.
D2C Fulfilment Excellence
- Own end-to-end D2C fulfilment across Shopify and marketplace channels, ensuring order-to-delivery accuracy and speed at scale.
- Ensure products are prepped and labelled in full compliance with each marketplace's seller fulfilment centre requirements (e.g. Amazon FBA prep guidelines).
- Manage and optimise Warehouse Management System (WMS) and ShipStation workflows to maintain inventory accuracy across all sales channels.
- Maintain and continuously improve our in-house fulfilment model, ensuring pick-pack-dispatch processes stay efficient, accurate, and scalable as order volumes grow.
- Build peak-trading readiness plans (Black Friday, Christmas, seasonal launches) covering carrier capacity, temporary labour, and pick-pack throughput.
- Drive continuous reduction in cost-per-order and improvement in first-attempt delivery success across the D2C channel mix.
- Champion sustainable, brand-appropriate packaging and last-mile choices that protect margin without compromising the unboxing experience.
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KEY SKILLS & ATTRIBUTES
- In-depth knowledge of e-commerce shipping logistics – domestic and international.
- Hands-on experience of D2C fulfilment models, including WMS platforms and marketplace fulfilment programmes.
- Must be a true team player – willing to pitch in across the wider Operations function wherever the business needs support.
- Calm, pragmatic thinker with excellent problem-solving ability.
- Commercially astute – able to identify cost-saving opportunities while maintaining quality.
- Strong interpersonal and negotiation skills – particularly with external suppliers.
- High attention to detail – especially around documentation, compliance, and service standards.
- Collaborative – thrives in cross-functional environments with shared accountability.
- Confident working across our core systems – Odoo ERP, ShipStation, Shopify, Amazon Seller Central, and TikTok Shop.
- Very good working knowledge of Excel and the wider MS Office suite.
PERFORMANCE METRICS (KPIS)
- First Attempt Delivery Success Rate (%) – successful deliveries on first attempt.
- Average Shipping Cost per Order – broken down by region (domestic vs international).
- Late Shipment Rate (%) – orders dispatched past SLA.
- Claim Resolution Time – average days to resolve delivery or damage claims.
- Export Error Rate – frequency of failed customs entries due to documentation issues.
LIVING OUR VALUES IN THIS ROLE
- Authenticity – Engage with honesty and transparency, maintaining trust with internal teams and external carriers.
- Ownership – Take full responsibility for courier performance and shipping operations – ensuring customers are never left in the dark.
- Agile Mindset – Adapt quickly to new markets, delivery routes, or compliance requirements with confidence and creativity.
- Continuous Improvement – Proactively identify inefficiencies and use data to recommend better ways of working, saving both time and cost.
WHAT SUCCESS LOOKS LIKE
In this role, success means owning the logistics journey from dispatch to delivery with precision and purpose. You will be a key player in ensuring every customer experience is seamless and every shipment reflects Fushi's promise of care, quality, and trust. Through strong relationships, attention to detail, and strategic thinking, you will ensure our logistics function supports our global growth ambitions while staying true to our values.
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