Operations Lead

In a nutshell, we're all about making the world of wine a better place. We fund and source directly from independent winemakers to bring customers better quality wine for a better price. No thirsty middlemen as far as the eye can see.

It's a different way of doing things, sure. But it works. We're one of the world's favourite wine clubs, shipping millions of cases a year to curious wine lovers. And with an ambitious road ahead, we've got no plans on plugging the cork on growth.

Our global team (with offices in the UK and US, too) is entrepreneurial by nature, obsessive about customer experience and driven by performance. All things that make Naked a great place to grow both personally and professionally. And yes, we like wine. A lot.

It takes a village to be Naked. That's why we're always on the lookout for eager talent to join the club. And now, our Operations team is looking for an Operations Lead to join the fun. As the operational backbone of our delivery network, you will be responsible for overseeing the end to end performance of our third party logistics (3PL) partners, guaranteeing that our warehousing operations are safe, efficient, and scalable. You'll ensure our wine moves seamlessly through our network, providing Naked Wines customers with a flawless experience. While you will manage regional operations, you will be part of a global cohort focused on standardising excellence across our international hubs.

So if you're keen to help us take the guesswork out of enjoying great wine (that's what we're passionate about), there's a Naked welcome pack with your name on it. Together, we'll take Naked Wines to the next level - and share our not so well kept secret with the world.

Key KPIs:

You are responsible for supporting and continually improving performance across the following KPIs: Warehouse SLAs, Order Cycle Time (OCT), Courier OTIF and stock accuracy. Your team's performance may also impact wider company KPIs, such as NPS.

You are responsible for:

1. Warehouse Operations & Management

• Efficiency & Partnerships: Drive maximum efficiency through warehouse partners, overseeing warehouse forecasting, stock replenishment and managing order cut off windows.
• Quality Control: Minimise miss picks and errors to ensure a seamless fulfilment journey.
• Campaign Support: Partner with Commercial and Planning teams to lead warehouse readiness for high volume campaigns and peak promotional activity.

2. Inventory Control & Stock Integrity

• Stock Health: Manage warehouse level inventory to ensure healthy SKU turnover and minimise aged or "low end" stock.
• Integrity & Auditing: Maintain high stock accuracy standards by overseeing weekly cycle counts and leading investigations into discrepancies.
• Stock Balancing: Monitor and execute stock transfers to maintain an optimal balance between multiple warehouse locations.

3. Last Mile Delivery & Courier Relations

• Carrier Management: Oversee all courier relationships and monitor trailer/trucking capacity to ensure requirements meet fluctuating demand.
• Performance Monitoring: Closely monitor delivery failure rates and utilise Net Promoter Score (NPS) feedback to identify and resolve friction points in the last mile.

4. Service excellence and KPI Tracking

• You will be responsible for the health score of our operations by tracking and seeking improvements on:
• On time in full, fulfilment rates
• Order cycle time and Warehouse SLAs
• Returns management and damage reduction
• Using Customer Satisfaction and NPS data to drive continuous improvement

5. Strategic Responsibilities

• Support complex cross functional projects end to end.
• Action and seek improvements in robust, repeatable processes across the team.
• Collaborate in regular reviews of activities, costs and forecasts to support strategic objectives.
• Create effective working relationships with cross functional peers and proactively work with them to resolve high level cross functional challenges.
• Adopt Objectives and Key Results within your team, delivering on KPIs and supporting others in the business.
• Support within your remit and responsibilities on special projects, initiatives or alternative duties assigned.

You must have:

• Skilled with Google Workspaces and/or MS office Suite (Word, Excel, PPT)
• Understanding of organisational goals, office procedures, policies and Employee Handbook
• Proof of eligibility to work in your country of employment (US/UK/AU).
• Ability to analyse situations and implement solutions independently.
• Ability to work cooperatively and establish and maintain effective working relationships while performing duties.
• Ability to organise work to meet deadlines.
• Ability to translate big data into tactical operational recommendations.
• Expertise in continuous improvement.
• Experience working with large 3PLs is essential.

• Competitive Salary dependent on experience
• Annual discretionary bonus up to 10%
• Monthly Wine Allowance