• Own the day-to-day relationship with our 3PL
• Monitor fulfilment accuracy, dispatch times and service levels
• Resolve fulfilment issues and improve recurring problems
• Oversee D2C order flows across our sales channels
• Manage trade, corporate and wholesale orders through to delivery
• Coordinate stock movements and inbound deliveries
• Ensure new products and SKUs are correctly set up for fulfilment

Customer Success

• Oversee our customer support team
• Manage escalated customer issues
• Monitor refunds, replacements, delivery issues and recurring complaints
• Work with the customer support team to identify the root causes of customer problems and improve the processes behind them

Improving How We Operate

Running the day-to-day operation is only part of the role. We want someone who is constantly looking for ways to make QWERTY better.

You'll help us:

• Build and improve operational processes
• Develop useful operational KPIs
• Reduce fulfilment errors and unnecessary costs
• Improve stock availability and inventory efficiency
• Use AI, automation and technology to eliminate repetitive work
• Plan effectively for Q4 and other peak periods
• Build an operational function capable of supporting a much larger business

What We're Looking For

We're looking for someone organised, commercially minded and comfortable taking ownership.

Experience in operations, supply chain, e-commerce, stock management or 3PL fulfilment would be valuable, but we're more interested in your potential than finding someone who has already done this exact role.

You'll ideally be:

• Highly organised with strong attention to detail
• Comfortable working with numbers and spreadsheets
• A proactive problem solver
• Confident managing suppliers and external partners
• Commercially aware and conscious of costs
• Comfortable taking responsibility and making decisions
• Excited by technology, AI and automation
• Ambitious and keen to grow alongside the business

Experience with Shopify, Amazon, e-commerce marketplaces, inventory systems, warehouse management systems (Mintsoft) or gifting/FMCG would be useful, but isn't essential.

What We Value

At QWERTY, we believe great businesses are built by great people. Qualifications and experience matter, but we care even more about how you think, how you approach challenges and the attitude you bring every day.

• We hire for attitude over experience
• We don't expect you to know everything on day one. We'd rather hire someone with the drive to learn than someone who has done the same job for years but has stopped growing.
• We take ownership
• If something needs doing, we don't wait for someone else to fix it. We take responsibility, find solutions and see things through.
• We have a bias for action
• We're building a business, not writing endless plans. We move quickly, make informed decisions and continuously improve along the way.
• We embrace AI and technology
• We're building an AI-native business. We constantly look for better ways to work using technology, automation and AI to eliminate repetitive tasks and create more time for work that matters.
• We never stop improving
• Whether it's a process, product or ourselves, we believe there's always a better way. Curiosity, feedback and continuous learning are part of how we operate.
• We put the customer first
• Every decision should ultimately create a better experience for our customers. Operational excellence exists to deliver exceptional gifting experiences.
• We think commercially
• Every decision has a financial impact. We treat company money as if it were our own and consider profitability alongside growth.
• We stay calm under pressure
• Peak trading, supplier issues and unexpected challenges are part of a growing business. We remain composed, prioritise effectively and focus on solving problems.
• We build for the long term
• We're not trying to build a business that's simply bigger. We're building one that's smarter, more efficient and recognised as one of the UK's leading gifting companies. We're looking for people who want to help shape that journey.

You Don't Need to Tick Every Box

We don't expect you to have done this exact job before.

If you're ambitious, curious, accountable and excited by the opportunity to help build a business from £1 million to £5 million, we'd encourage you to apply.

Some of the very best people don't have the "perfect" CV. They simply have the mindset, drive and determination to figure things out.

If that sounds like you, we'd love to hear from you.