Head of Fulfilment

Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.

You will be a key leader within our world-class Global Fulfilment team, playing a leading role in ensuring seamless global shipment operations to bring Secretlab's products to customers across over 60 countries worldwide. Partnering with the Head of Global Logistics, you will be shaping and driving all fulfilment strategy within Secretlab. This includes owning the global fulfilment blueprint, operations P&L and leading the team in navigating through the ever-changing supply chain landscape.

The Global Logistics team is essential for enhancing our customers’ experience and supporting key partnerships programs with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.

Responsibilities

Operational:

• Be principally responsible for the performance of the Fulfilment team and relevant vendors across the entire operations cycle; including logistics, warehousing, fraud management, inventory management, order fulfilment, etc.
• Spearhead and oversee the flow of operations within the organisation, including cross-departmental projects/ initiatives
• Establish and develop strong partnerships with key international vendors (logistics, warehousing, etc.)
• Helm Secretlab’s Global Fulfilment strategy, leading the Operations team in developing and fortifying scalable solutions
• Work with the Head of Global Logistics to make critical decisions, drawing data-driven insights from the Operations team’s reports/ findings
• Be a key driver of projects to elevate the Secretlab Customer Experience (e.g. shorter delivery time, improving overall Secretlab delivery experience, etc.)
• Work with key business leaders in developing and executing operational plans to meet business objectives (new market entry, cost optimization exercises, product launches, product issue etc.)
• Be the decisive point of escalation for critical customer issues pertaining to the Operations team

The role

• Take charge of people-related matters within the Global Fulfilment team which includes acting as an immediate advisor to the team, providing guidance, coaching and mentoring to key leadership members to effectively meet team goals
• Support and drive the performance of the Global Fulfilment department teams and be principally responsible for the workflow and relevant dependencies while acting as a liaison and decision-maker on behalf of the Head of Global Logistics.
• Increase the efficiency and performance productivity of existing operations while ensuring our operational strategies remain effective as the company scales.
• Drive business process improvement activities within the team
• Collaborate with and support the Head of Global Logistics in achieving the company’s overall objectives and vision through executive-level advising, strategies and eventually translate them into executable outcomes.
• Partner the Executive Head of Global Logistics to define clear objectives for the Fulfilment team, leading team members to achieve and exceed goals.
• Overseeing strategic initiatives and their implementation, program & process management, and communicating objectives within Global operations team leaders and inter-team collaboration.

Requirements

• Bachelor in Business, with a specialisation in Supply Chain, Analytics, or a relevant course of studies.
• At least 3-5 years’ experience in a similar role and 2-3 year experience in a leadership/ managerial role
• The ability to envision how processes changes affect interdepartmental dependency and be the one to initiate solutions to problems while ensuring on-track achievement of the Global Fulfilment department overall objectives
• An effective manager, communicator and team player to work cross-functionally – lateral and horizontal
• Must be decisive, action-oriented, results-focused and able to work independently as well as a team to handle diverse situations with the ability to work with tight deadlines.
• You should be a self-starter with strong logical reasoning skills
• Proficiency in GoogleSheets and Microsoft Excel, highly capable in utilizing intermediate-advanced functions (VLookup, Pivot Tables, etc.)

Bonuses

• Strong understanding of consumer psychology
• Foundation in Global Supply Chain, logistics, shipping, and/ or warehousing operations
• Prior experience working with Business Intelligence tools
• Experience in the shipping industry, with familiarity with ocean freight
• Experience in ecommerce industry