Logistics Operations Manager- 12 Month FTC (maternity cover)

Founded in 2004, Rapha exists to inspire the world to live life by bike. We believe that cycling has the power to improve people’s lives but as well as enjoying it for what it is today, we are determined to change cycling and open it up to more people so that they too can discover the joys of riding a bike.

We are currently looking for an experienced Logistics Operations Manager to join the team here at Rapha. You will become part of a team that manages the final mile deliveries to customers. In this role, you will be working closely with the wider Logistics team and Customer Service teams across Rapha, assisting to build a Logistics function that provides outstanding customer service whilst remaining commercially viable.

Supporting the rest of the Logistics department, you will support in achieving the brand and departmental strategy. You will set and ensure delivery of consistent global operating standards to maximise service and optimise cost outcomes, through close coordination with regional and central colleagues.

Please note we are looking to fill this role by May the 6th. 

The role:

Analysing

• Work with the team to develop a 3PL KPI dashboard, using it to drive performance improvement
  
  

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• Work with Logistics Analyst to review carrier NPS and customer experience team to recommend improvements and changes as appropriate.

  
  

• Produce daily operational scorecard to ensure Rapha customer requirements are fulfilled.

  
  

• Analyse occupancy and stock levels in DC’s, ensuring compliance with auditors requirements to reduce stock write off.

  
  

• Develop an incident log with 3PL’s and customer operations in order to categorise incidents, route cause problems and resolve at source.

  
  

• Lead weekly cost review with 3PL’s.

  
  

• Inventory adjustments and cycle counts.

  
  

Reacting

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• Ability to react and deal with daily operational challenges, adapting to the situation in order to mitigate customer impact - Focusing on the critical.

  
  

• Respond timely to trending customer issues and delays - carriers and 3PL.

  
  

Managing

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• Own the relationship with 3PL

  
  

• Ensure 3PL are working towards Raphas sustainability targets.

  
  

• Work with 3PL to improve e2e warehouse processes, driving consistency in process and improving global customer experience.

  
  

• Manage and lead packaging strategy for B2C orders, ensuring maximum efficiency throughout the process.

  
  

• Manage change request log with 3PL, ensuring requests are followed up in a timely manner.

  
  

• Develop and manage a strategy for written off stock in collaboration with the trading and sustainability teams.

  
  

• Transition and manage stock counting process.

  
  

• Work with the wider Logistics team on all project and CI activity, owning all 3PL objectives.

  
  

• Ensure 3PL conform to Customs Warehousing regulations and maintain compliance, auditing where necessary.

  
  

• Manage relationship with Carrier Management System, adjusting and amending carriers/processes where appropriate. Work closely with Logistics Analyst and Logistics Manager to strategically assess logic and allocations.

  
  

• Manage carriers and daily relationships, ensuring collections are fulfilled on time and any customer experience issues are raised and challenged accordingly.

  
  

Forecasting

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• Move towards a 6 week rolling forecast with 3PL, improving customer service and reducing costs.

  
  

• Work closely with Retail, Web and wholesale teams to improve forecast accuracy.

  
  

• Manage peaks in activity with 3PL to ensure no decrease in customer experience.

  
  

• Submit regular forecasts to carriers to ensure all parcels leave the DC compliant with SLA and maintain customer promise.

  
  

Motivating

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• Take responsibility for building an effective and motivational team environment.

  
  

• Ensure 3PL are aligned to Rapha’s business strategy and work in partnership to achieve mutual goals.

  
  

Skills

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• Approximately 5 years’ experience in Logistics or warehousing.

  
  

• Retail operations experience

  
  

• Contract management experience

  
  

• Understanding of WMS and TMS

  
  

• Strong analytical, numerical and Excel skills

  
  

• Presentation skills

  
  

• Great interpersonal and communication skills

  
  

• Strong organisational skills and a get the job done mindset

  
  

• The ability to work under pressure and take on constructive criticism

  
  

• Flexibility and enthusiasm

  
  

• The ability to bring your A game and work to strict deadlines

  
  

• A proactive approach to problem solving

  
  

Working at Rapha 

We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer.

• Flexible working hours
• Support ad-hoc remote working during the week - Minimum 3 days in office
• Free barista coffee and social drinks in the office
• Monthly department social events and quarterly office social away days
• We offer a flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle to cycling through our Getting Started Scheme.
• We offer all our employees a 50% apparel discount and a discount for family and friends
• An annual clothing allowance
• Free membership to the Rapha Cycling Club
• Company Pension Scheme