Fulfilment Manager - Luxury E-Commerce

Hervia, is the leading multi-brand luxury concept store and on-line international portal based in Manchester. The brands presented are focused on an eclectic mix of emerging and established brands. Founded 30 years ago, Hervia became a shopping destination, particularly amongst the young and directional audience as well as those within the wider international fashion industry due to the bold approach to buying selection, fore fronting emerging and leading designers and an edited presentation and curation.

Hervia is a leader in the luxury fashion industry. We are excited to announce an integral position as a Fulfilment Manager within the dispatch department. We are seeking a dynamic individual to join the team with initiative, an eye for detail and professional leadership.

As Fulfilment Manager (Dispatch) you will play a pivotal role in managing and executing the order fulfilment process. You will ensure that every customer receives their purchase promptly and in impeccable condition, reflecting the luxury and quality our brand is known for.

As a Fulfilment Manager for our luxury e-commerce website, you will be responsible for overseeing the end to-end order fulfilment process, ensuring a seamless and exceptional experience for our customers. You will oversee, various teams, including logistics, customer service, and collaborate with warehouse operations, to optimise processes and uphold the highest standards of service in the luxury retail industry.


• Order Fulfilment:

• Manage the entire end to end control over the order fulfilment process, from order placement to delivery, ensuring accuracy and timeliness.

• Coordinate with the warehouse team to streamline picking, packing, and shipping procedures.

• Monitor inventory levels and collaborate with the inventory management team to prevent stockouts and overstocks.

• Quality Control:

• Implement and maintain strict quality control measures for all outgoing orders to uphold the luxury brand's standards.

• Conduct regular audits to ensure that products meet quality requirements before shipping.

• Logistics and Shipping:

• Collaborate with logistics partners to optimise shipping routes, reduce delivery times, and minimise shipping costs.

• Negotiate and manage contracts with shipping carriers to ensure cost-effectiveness and reliability.

• Customer Service Management:

• Manage the customer service representative to address customer inquiries, concerns, and special requests related to order fulfilment.

• Provide support for resolving shipping-related issues promptly and maintaining a positive customer experience.

• Systems and Technology:

• Utilise e-commerce platforms and order management systems to track orders, manage inventory, and generate reports.

• Identify opportunities for automation and integration to enhance efficiency in fulfilment processes.

• Team Leadership:

• Manage and motivate the fulfilment team to achieve performance targets and maintain a high level of morale.

• Conduct regular training sessions to ensure that the team is well-equipped to handle the unique requirements of luxury product fulfilment.

• Performance Analysis:

• Alongside the Management team support with the Development and monitoring key performance indicators (KPIs) to assess the efficiency and effectiveness of the fulfilment process.

• Implement continuous improvement initiatives based on data-driven insights.



• Bachelor's degree in business, logistics, or a related field.

• Proven experience in e-commerce order fulfilment, preferably in the luxury retail sector. • Strong understanding of logistics, supply chain management, and inventory control. • Excellent organisational and problem-solving skills.

• Familiarity with e-commerce platforms and order management systems.

• Effective communication and leadership skills.

• Detail-oriented with a commitment to maintaining high-quality standards.

Be able to work 5 over 7 days a week.

Note: This job description is a general outline of responsibilities and qualifications and may be subject to modifications based on the evolving needs of the business.

Please send a cover letter and CV to


E-Commerce Assistant

Job Description:

As an E-Commerce Assistant (Dispatch) you will play a pivotal role in managing and executing the
order fulfilment process. You will ensure that every customer receives their purchase promptly and
in impeccable condition, reflecting the luxury and quality our brand is known for.
Key Responsibilities:
• Process and prepare customer orders with meticulous attention to detail, ensuring accuracy
and quality.
• Coordinate with our warehouse team to manage inventory, including receiving, storing, and
organising luxury products.

• Pack orders in a manner that aligns with our brand’s luxury image, including the use of high-
quality materials and personalised touches.

• Conduct quality checks on products before dispatch to guarantee customer satisfaction.
• Update and maintain order records in our e-commerce system, ensuring accurate tracking
and timely updates for customers.
• Work closely with the customer service team to resolve any order-related issues promptly
and professionally.
• Assist in managing returns and exchanges, ensuring a smooth and efficient process for
• Stay informed about new products and collections to accurately fulfil orders and answer
potential queries.
• Collaborate with the shipping department to schedule pickups and track shipments,
ensuring timely delivery.
• Provide feedback to improve order fulfilment processes and enhance customer satisfaction.


• Diploma or equivalent; further education or certification in supply chain management is a
• Previous experience in e-commerce fulfilment, logistics, or a related field, preferably in the
luxury goods sector.
• Strong attention to detail and commitment to maintaining high-quality standards.
• Excellent organisational and time-management skills.
• Proficiency in e-commerce platforms and Microsoft Office Suite.
• Strong communication skills and the ability to work well in a team.
• Ability to handle delicate and high-value items with care.
• Flexibility to adapt to a fast-paced and dynamic work environment.

Be able to work 5 over 7 days a week.

Please send a cover letter and CV to