Glassworks London
ORDER FULFILMENT & WAREHOUSE MANAGER
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Glassworks London
Glassworks London is an independent fashion retail and ecommerce business founded in London in 2010. We operate across ecommerce (primarily UK and USA), UK-based retail stores, a London warehouse and international production.
The Role
We are hiring an Order Fulfilment & Warehouse Manager to lead our on-site warehouse, ecommerce fulfilment and physical inventory operation. This is a hands-on working manager role for someone who can bring ecommerce fulfilment, warehouse operations, store stocktakes and physical inventory execution together into one well-run operation.
Reporting to the Head of Business Operations, the right person will be comfortable managing people, priorities, capacity, systems, standards and operational outcomes, while also being capable of stepping into the work when needed. This is not a senior supply-chain director role. It is a practical management role for someone with strong warehouse credibility, ecommerce fulfilment awareness and the ability to lead from the floor without becoming the person who personally does every task.
Direct Reports
- Ecommerce Fulfilment & Customer Service Manager
- Warehouse & Inventory Operative
- Flexible / zero-hours warehouse support as required
Work Pattern / Location
This is a full-time, in-person / on-site role, primarily based at the Glassworks London warehouse. Occasional weekend or bank-holiday operational support may be required during exceptional peak periods.
The role also supports stock operations across five retail stores, currently four in London and one in Brighton. The manager owns a rolling monthly store-stocktake programme. Store counts often require early starts and may occasionally require late or night working. Brighton counts may periodically require an overnight stay. This is flexibility in when contracted hours are worked, not an expectation of routinely excessive hours.
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Key Responsibilities
- Lead daily warehouse, ecommerce fulfilment and physical inventory operations.
- Manage, coach and hold regular 1:1s with the Ecommerce Fulfilment & Customer Service Manager and Warehouse & Inventory Operative, including performance management where required.
- Oversee the ecommerce fulfilment and customer-service SLAs through the Ecommerce Fulfilment & Customer Service Manager.
- Plan resource and capacity, including appropriate use of flexible / zero-hours warehouse support.
- Ensure operational continuity and departmental cover during leave, absence, off-site stocktakes, operational gaps and peak periods.
- Own inbound receiving, checking, put-away, warehouse organisation, location accuracy and physical inventory accuracy, with day-to-day execution delegated appropriately.
- Own physical store-pick and warehouse-to-store transfer execution, ensuring approved stock movements are prepared and dispatched accurately and on time.
- Own and lead the rolling monthly retail stocktake programme, including preparation, scanners, count control, recounts, discrepancy closure and reporting, using flexible warehouse support where appropriate rather than relying on retail store teams.
- Own the faulty-stock programme from quarantine and assessment through repair / recovery, return to saleable stock or approved final disposition, with all stock movements and system records closed accurately.
- Own warehouse-to-store courier and logistics coordination, and resolve warehouse dependencies affecting ecommerce fulfilment through the Ecommerce Fulfilment & Customer Service Manager.
- Deliver weekly KPI and operational reporting, including actual vs target, issues, corrective actions and recovery where performance is off-track.
Job Requirements
We are looking for evidence of:
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- managing a small warehouse, ecommerce fulfilment, retail stockroom or omnichannel stock operation;
- hands-on warehouse credibility;
- managing people with different capability levels;
- ecommerce fulfilment competence and customer-service operational awareness;
- inventory accuracy and stock-control routines;
- leading stocktakes, counts, recounts and discrepancy closure;
- resource and capacity planning;
- closing faulty-stock, discrepancy and warehouse-flow issues;
- maintaining standards under pressure.
You should be comfortable with Shopify, inventory / warehouse systems, scanners, barcode workflows, printers, courier systems and spreadsheets. You should be able to troubleshoot normal operational technology and test new systems or processes.
Business Systems & Technology Operations owns system selection, configuration and technical implementation. This role defines operational requirements, participates in testing and owns adoption in the warehouse.
What Success Looks Like
Strong performance will be visible when:
- ecommerce orders are fulfilled accurately and on time;
- customer-service SLAs are visible and supported through the correct manager;
- warehouse and fulfilment operations continue reliably during team absence, off-site stocktakes and peak periods;
- inbound deliveries are received, checked and put away efficiently;
- warehouse locations and stock records are accurate;
- store picks and transfers are completed on time;
- stocktakes are well prepared, controlled, reported and closed;
- discrepancies and faulty stock are not left ageing without action;
- direct reports know what they own and are improving;
- flexible labour is used effectively;
- operational KPIs are accurately reported, reviewed and acted on;
- the warehouse is clean, safe, organised and commercially responsive.
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