IMPACT EVOLVE
Senior Customer Order Fulfilment Manager
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Your Mission
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, with international markets now opening up. Customer ordering has always sat with an external partner; now Hawkstone is bringing it in-house, and building it from the ground up. As Senior Customer Fulfilment Manager, you'll own the end-to-end order fulfilment process, lead a new team of three Customer Order Coordinators, and put in place the KPIs, standards and systems that let the function scale without simply adding headcount. There's no fixed playbook here: you'll design what good looks like, prove the value of the function to the wider business, and become the person the commercial team turns to for a straight answer on what can and can't be delivered.
About the Team
You'll lead a newly formed team of three Customer Order Coordinators, covering grocery and key accounts, direct and local accounts, and distributor accounts, reporting into the Head of Supply Chain and based at Hawkstone's College Farm site in Cheltenham. You'll sit at the centre of the action, working closely with Sales, Demand & Supply Planning, Logistics, Inventory and Finance, plus Hawkstone's customers, retail partners and third-party logistics providers.
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What You'll Do
- Own daily oversight of the order book against live inventory, spotting risk early and acting before service is affected
- Make and own stock allocation calls when availability is tight, balancing customer priority, seasonal demand and commercial return, and communicating decisions clearly
- Lead, coach and develop your team of three Coordinators, setting priorities, standards and development plans, and running a daily rhythm that surfaces issues early
- Shape the technology roadmap for customer fulfilment: supporting the NetSuite rollout and move to EDI, then driving further automation through B2B portals and touchless order flow
- Design and embed the processes, controls and reporting the function currently lacks, building structure at a pace the business can absorb
- Build customer fulfilment KPIs from scratch, covering order accuracy, response performance, service levels and customer satisfaction, sharing OTIF accountability with Logistics
- Act as the single accountable point of contact for customer order and service matters, coordinating across supply chain, logistics, inventory, finance and marketing
- Manage the phased transition of remaining wholesale order activity in-house, and support the function's expansion into Ireland and further international markets as they open
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What You'll Bring
- Proven experience in customer fulfilment, order management or customer operations within a fast-moving consumer environment, ideally food, drink or FMCG
- Experience in a high-growth or scale-up business, comfortable building structure rather than inheriting it, and operating without a complete process already in place
- A 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 and day-to-day prioritisation
- A genuine point of view on order management technology and automation, with the confidence to shape that agenda rather than wait for direction
- Confidence with ERP and order systems, plus strong Excel and reporting skills; Hawkstone is rolling out NetSuite
- Experience building KPIs or reporting where none previously existed, and the credibility to hold a difficult conversation with sales about what can be delivered
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