Inbound Operations Manager - URBN UK Ltd
(2019-07)
- Overseeing end-to-end delivery processes from origin order booking to final fulfillment center delivery.
- Leading, coaching, and championing a collaborative, performance-driven environment for Transport managers, import coordinators and specialist operatives.
- Managing multiple third-party logistics relationships, freight forwarders, global suppliers, and collaborating with internal buying, merchandising, and planning teams.
- Reporting on accurate landed costs, monitoring import costs, providing costing tools, and analysing P&L and forecasting.
- Working alongside Global Trade Compliance to adhere to international trade regulations, customs laws, tariffs, duties, and preparing required import documentation.
- Reviewing SOPs, identifying technology to automate manual processes, and conducting root cause analysis to implement corrective actions.
Line Manager - URBN UK Ltd - Peterborough fulfilment centre
(2019-07)
- Directed department and shift operations at the Peterborough fulfilment centre, taking primary accountability for People, Process, Cost, and Service expectations.
- Strategically planned, managed, and adjusted resource levels to meet operational requirements and budget expectations, successfully achieving all KPIs and SLAs.
- Led and engaged a team of Team Leaders fairly and consistently, championing URBN's unique culture and values to achieve the company vision.
- Promoted a world-class working environment by facilitating effective site-wide communication, ensuring adherence to health and safety best practices, and driving a culture of continuous improvement.
- Conducted performance reviews for direct reports, provided critical coaching and development, and supported site succession planning.
- Drove the development and implementation of Standard Operating Procedures (SOPs) across the distribution centre, ensuring strict compliance at all times.
Team Leader - URBN UK Ltd
(2019-07)
- Played a pivotal role in delivering the successful migration of the Anthropologie brand from the Rushden facility to the new Peterborough fulfilment centre.
- Led and engaged department teams to drive operational activities, ensuring People, Process, Cost, and Service expectations were met while furthering company culture.
- Ensured all operational tasks followed SOPs, verifying that all employees were fully trained and compliant prior to beginning operational duties.
- Led teams through crucial migration projects from manual to automated operations, including Business Integrated Testing (B.I.T) and Operational Readiness Testing (O.R.T), to ensure systems achieved new targets ahead of 'go live'.
- Executed first-stage people management processes, including development programmes, return-to-work interviews, investigations, disciplinaries, and performance management.
- Devised centralised planning strategies utilising business forecasts and operational resources to ensure outbound volume met stakeholder expectations and SLAs.
Customs Coordinator - URBN UK Ltd
(2019-07)
- Supported the inbound operation with a primary focus on duty management and overseeing core customs responsibilities.
- Generated compliance-focused SOPs, explored alternative business avenues (including different customs brokerages), and heavily supported the setup of a new overseas franchise.
- Managed critical daily relationships with internal departments, such as the US compliance team, as well as external vendors.
Operations Manager (DHL Enfield) / Senior Operations (Northampton) - DHL Express
(2011-08 - 2019-07)
- Operational Leadership: Managed daily warehouse/gateway/transport operations to ensure smooth, efficient workflow and high service reliability, including successfully running the largest outbound operation in the Midlands.
- Safety & Compliance: Upheld the highest health and safety standards, including compliance with aviation security, Dangerous Goods, and ensuring all legal and operational compliance for both employees and vehicles.
- People Management: Led, mentored, and developed a large team, holding day-to-day responsibility for 55 staff members and contractors, conducting performance reviews, and fostering an engaged, high-performance culture.
- Performance Metrics (KPIs): Monitored and reported on KPIs (e.g., productivity, accuracy, service delivery) using bespoke systems and volume forecasting, implementing corrective actions and remediation measures as needed.
- Customer & Stakeholder Relations: Acted as a key point of contact for major clients (including Kurt Geiger, Zara, and Amazon), ensuring customer satisfaction, adherence to contractual agreements, and that material never exceeded strict deadlines.
- Continuous Improvement: Championed continuous improvement methodologies to optimise processes, enhance track-and-trace systems, and reduce costs.
- Financial Control: Managed operational budgets and month-end finances, effectively controlling contractor and agency worker spending to hit budget targets and manage P&L responsibilities.
Senior Operations - DHL Express
(2014-01)
Operations Agent - DHL Express
(2011-08)
