B2C Lead

IFGlobal is a fast growing eCommerce fulfilment business with operations across the UK, USA, and Europe. With a brand new, state of the art warehouse at Aviation Park West, we’re scaling fast, and we want people who want to grow with us.

We’re looking for a B2C Warehouse Lead in our Christchurch Warehouse to oversee and drive the efficient operation of our customer-focused fulfillment activities. You will lead a team responsible for picking, packing, and dispatching customer orders, ensuring accuracy, timeliness, and high service standards. This role also involves monitoring stock levels, coordinating workflow, and maintaining health and safety compliance, while continuously improving processes to enhance the customer experience.

The Role

Owning It

Take full ownership of the end-to-end B2C customer journey, ensuring a seamless, high-quality experience across all touchpoints.

Lead the day-to-day performance of the B2C team, setting clear objectives and ensuring KPIs (sales, conversion, retention, CSAT) are consistently met.

Act as the main point of accountability for B2C performance, proactively identifying risks and opportunities.

Ensure team members are fully onboarded, trained, and confident in delivering excellent customer outcomes.

Monitor and manage customer issues or escalations, resolving them promptly and professionally.

Maintain accurate reporting on B2C performance, providing insights and recommendations to senior stakeholders.

Ensure compliance with company policies, data protection standards, and brand guidelines in all customer interactions.

Succeed Together

Build and nurture a high-performing, customer-first team culture based on trust, collaboration, and shared goals.

Hold regular team check-ins and performance reviews, encouraging open dialogue and continuous feedback.

Collaborate closely with Marketing, Product, Operations, and Customer Support teams to align on campaigns, launches, and customer needs.

Share insights from customers with wider teams to influence product improvements and business decisions.

Coach and mentor team members, supporting their development and progression.

Promote inclusivity and psychological safety, ensuring everyone feels heard, valued, and empowered.

       Going Above and Beyond

Continuously look for ways to enhance the B2C customer experience, exceeding customer expectations wherever possible.

Proactively test and implement new ideas, tools, or processes to drive growth, engagement, and loyalty.

Anticipate customer needs and market trends, adapting strategies to stay competitive and relevant.

Demonstrate flexibility during peak periods or critical initiatives, stepping in to support the team when needed.

Champion innovation and continuous improvement across the B2C function.

Take on additional responsibilities or projects that contribute to broader business success, with a positive and proactive mindset.

Working pattern

40 hours per week

5 days across Sunday to Saturday

08:30am-5:30pm

Benefits

Health cash plan

20 days’ holiday + bank holidays (increasing with service)

Your birthday off

Company social events

On-site parking

If you’re ready to own it, succeed together, and go above and beyond, we want to hear from you.