IMPACT EVOLVE
Senior Customer Fulfilment Manager
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Role: Senior Customer Fulfilment Manager
Location: College Farm, Cheltenham, GL54 2HN
Reporting to: Head of Supply Chain
Role Purpose
Hawkstone is one of the fastest growing premium beer and cider brands in the UK, selling through grocery, wholesale, hospitality, direct to consumer and its own venues. Growth has been exceptional and continues to accelerate, with international markets now opening up.
Customer ordering has historically been handled by an external partner. That function is now being brought in house, and this role exists to build it. The Senior Customer Fulfilment Manager will lead a newly formed team of three Customer Order Coordinators, own the end to end order fulfilment process, and put in place the structure, standards and systems that allow the function to scale without simply adding headcount.
This is a build role rather than a maintenance one. There are currently no formal KPIs for customer order fulfilment, limited automation and a heavily manual order process. The successful candidate will design what good looks like, prove the value of the function to the wider business, and become the person the commercial team relies on for a straight answer on what can and cannot be delivered.
Key Responsibilities
Order Book and Stock Allocation
- Own daily oversight of the order book against live inventory, identifying risk early and acting before service is affected.
- Make and own stock allocation decisions when availability is constrained, balancing customer priority, seasonal demand and commercial return, and communicating those decisions clearly.
- Work closely with demand and supply planning on what is achievable, where orders are running ahead of or behind forecast, and what that means for customers.
- Ensure orders flow accurately from customer portals and ordering systems through to the third party logistics partner, resolving exceptions and coordinating recovery where they arise.
Team Leadership and Capability
- Lead, coach and develop a team of three Customer Order Coordinators covering grocery and key accounts, direct and local accounts, and distributor accounts.
- Set clear priorities, standards, objectives and development plans, running a daily operating rhythm that gives the team visibility of the day ahead and surfaces issues early.
- Build the team's capability in customer relationship management, with the longer term aim of coordinators holding direct supply chain relationships with their own accounts, including grocery supply contacts.
- Raise the standard of customer communication so the team moves from processing orders to anticipating and preventing problems.
Systems, Automation and Process
- Take an active role in shaping the technology roadmap for customer fulfilment, with a clear view on what good order management infrastructure looks like.
- Support the NetSuite ERP implementation and the move to EDI for customer ordering, then drive further automation including B2B ordering portals and touchless order flow.
- Reduce manual handling and avoidable rework so the function scales with volume rather than in step with it.
- Design and embed the processes, controls and reporting the function currently lacks, introducing structure at a pace the business can absorb.
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Commercial Partnership
- Build trust and credibility with the sales and commercial teams, giving them confidence that customer commitments can be met and that they will hear about problems early.
- Attend relevant sales and operational meetings, flagging foreseeable service, stock or delivery risk at the earliest opportunity and agreeing how constrained stock is prioritised across accounts.
- Act as the single accountable point of contact for customer order and service matters, coordinating across supply chain, logistics, inventory, finance and marketing.
Performance and Reporting
- Establish customer fulfilment KPIs from scratch, covering order accuracy, response performance, service levels and customer satisfaction, with shared accountability for OTIF alongside logistics.
- Report regularly on performance, recurring issues and improvement actions, including root cause analysis and clear ownership through to closure.
Transition and Growth
- Manage the phased transition of remaining wholesale order activity from the external partner into the internal team.
- Support the expansion of the order function into Ireland and further international markets as those channels open.
First Six Months
- Stabilise and settle the newly formed team, with clear roles, objectives and ways of working in place.
- Rebuild confidence with the sales and commercial teams through consistent, proactive communication.
- Establish the KPI and reporting framework for the function.
- Develop a clear point of view on the technology and automation journey for customer fulfilment.
Skills and Experience
- Proven experience in customer fulfilment, order management or customer operations within a fast moving consumer environment.
- Experience in a high growth or scale up business, where structure is being built rather than inherited, and comfort operating without complete process in place.
- Track record of owning the order book against inventory and making stock allocation decisions under real constraint.
- Experience leading, coaching and developing a team, including objective setting, performance management and day to day prioritisation.
- A genuine point of view on order management technology and automation. Experience of environments where systems have been implemented or improved, and the confidence to shape and drive that agenda rather than wait for direction.
- Confident using ERP and order management systems, with strong Excel and reporting capability.
- Experience building KPIs, service measures or reporting where none previously existed.
- Strong relationship building skills with commercial and sales teams, and the credibility to hold a difficult conversation about what can be delivered.
- Commercial awareness and the ability to balance customer priority, stock availability and operational constraint.
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Desirable
- Experience within FMCG, alcoholic beverages, brewing, food manufacturing or another high volume consumer goods environment.
- Experience of grocery and key account order management, including customer ordering portals and supply chain contacts.
- Experience of EDI implementation, B2B ordering portals or wider order automation.
- Experience bringing an outsourced function in house, or managing third party fulfilment or service partners against agreed standards.
- Experience supporting international market launches, seasonal peaks or major customer events.
- NetSuite experience.
Personal Attributes
- Calm and pragmatic under pressure, and able to take a fast moving and occasionally chaotic environment in their stride.
- Proactive communicator, who updates people before they have to ask, including when there is no update to give.
- Resilient and confident as a people leader, comfortable setting expectations and having direct conversations.
- Pragmatic about process, introducing structure where it makes things faster or clearer rather than for its own sake.
- Hands on and willing to get involved across the wider operation, as everyone in the business does.
- Highly organised, with strong attention to detail and follow through.
Key Stakeholders
- Internal: Sales and commercial teams, demand and supply planning, logistics and inventory, finance, marketing and events.
- External: Customers and retail partners, third party logistics and fulfilment partners, systems and technology providers.
Why This Role Matters
Hawkstone has grown faster than the structure supporting it. Reliable customer fulfilment is what turns commercial growth into delivered orders and protected relationships.
This role brings order activity, stock decisions and customer communication together under one accountable function, and builds it to a standard that can carry the business through its next phase of growth.
Benefits:
- 25 days holiday
- Pension
- Attractive Salary
If this sounds like you, then IMPACT EVOLVE would love to receive your application
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