E-Commerce Fulfillment Manager

Summary

Join Nivoda, a leading global B2B jewelry marketplace, as an E-commerce Fulfillment Manager. You will oversee global delivery initiatives, including Memo, Express, and Ultra-fast delivery programs. This senior role requires developing and implementing strategic processes, managing a team, and fostering strong relationships with stakeholders. The ideal candidate possesses diamond industry knowledge, exceptional leadership skills, and a proven ability to drive operational excellence. You will report to the Head of Fulfillment and collaborate closely with various teams. This role is perfect for a results-oriented professional passionate about scaling programs in a fast-paced e-commerce environment.

Requirements

• Have a Bachelor’s degree in Business, Supply Chain Management, or a related field (or equivalent experience)
• Have a minimum of 5-7 years of experience in the diamond, jewelry, or luxury goods industry, with a focus on memo, consignment, or ultra fast delivery options
• Have a proven track record of success in a leadership role managing teams and operations
• Have in-depth knowledge of diamond industry practices
• Possess strong organisational skills with the ability to manage multiple priorities in a fast-paced environment
• Have excellent interpersonal and negotiation skills to maintain and strengthen client relationships
• Possess an analytical mindset with the ability to interpret data and make strategic decisions

Responsibilities

• Lead global delivery programs, with a focus on express delivery, memo, and ultrafast delivery programs, beginning with the US and then expanding globally
• Be accountable for P&L of delivery programs and responsible for defining the budget and tiered and subscription pricing based on trend forecasts, growth opportunities and risk mitigation
• Implement robust systems for monitoring memo and express trends, inefficiencies and process improvement opportunities, tracking inventory, and generating actionable insights
• Introduce technology and tools to streamline operations and improve inventory visibility
• Generate detailed reports on memo and express activity, inventory status, and financial metrics for senior leadership
• Engage with early customers, including retailers and suppliers, to establish best practices
• Implement a full customer lifecycle management program
• Expand the Memo service across our customer base, including leading global expansion based on agreed stage-gates
• Collaborate with the Revenue Lead to support customers and buy-side sales to guide selection choices, optimising for end-consumer conversion and Sell-Through Rate (STR)
• Act as the primary point of contact for high-value clients regarding memo-related matters
• Analyze and evaluate the effectiveness of current demand and supply planning processes and propose/implement process improvements to enhance accuracy, efficiency, and responsiveness
• Oversee inventory selection, ensuring alignment with customer preferences regarding stone types, qualities, and specifications
• Implement a fully automated inventory replenishment model and scale to the rest of world
• Monitor inventory levels across various locations to avoid overstocking or stockouts and conduct regular reviews of slow-moving inventory and propose actions for disposition
• Work closely with suppliers to secure competitive pricing and reliable stock availability, negotiating favorable terms
• Manage supplier execution to sustain a high STR including reliability, availability, quality. Onboard the appropriate suppliers and provide them with the right feedback metrics to sustain performance
• Support the operational foundation, ensuring all suppliers are aligned and stock levels meet demand consistently
• Partner with product and operations teams to enhance the online ordering experience, ensuring intuitive and efficient workflows
• Ensure the memo program drives 80% Search to Select conversion and 95% on-time delivery to our customer
• Partner with logistics and operations teams to ensure diamonds are delivered on time and oversee the final stages of fulfillment, ensuring orders meet customer expectations
• Provide direction, mentorship, and support to team members, ensuring alignment with organizational goals
• Set clear objectives, monitor individual and team performance, and conduct regular performance evaluations
• Foster a positive work environment by identifying training needs, organizing professional development opportunities, and encouraging skill growth