Warehousing & Service Manager

Our purpose?

Glad you ask. 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 currently the largest online direct-to-consumer winery in the USA, shipping over 1 million(!) packs 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 (we have offices in the UK and Australia, 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.

Your purpose?

As the Warehousing & Service Manager, you will be data-driven in serving as the operational backbone of our secondary logistics network. With a a passion for continuous improvement and experience working with large third-party logistics (3PL) partners, you will ensure our wine moves seamlessly from warehouse to doorstep, providing a flawless experience for our customers.

We are looking for ambitious candidates who can translate big data into tactical operational wins, overseeing the end-to-end performance of our service partners to ensure safe, efficient and scalable warehousing.

As a key stakeholder in our customers journey and experience of Naked Wines, you will bridge the gap between our customer service teams and warehousing operations.

Requirements:
Key Responsibilities

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.

1. Warehouse Operations & Management

• Driving maximum efficiency through the Warehouse Management System and continuous space optimisation
• Oversee stock pick replenishment, manage order cut-off windows and minimise miss-picks to ensure seamless fulfilment.
• Lead stock corrections processes and maintain rigorous stock accuracy standards.
• Partner with commercial and planning teams to lead the warehouse supporting high volume campaigns and promotional activity.

2. Secondary Logistics

• Oversee regional courier relationships and monitor trailer/trucking capacity requirements meet demand.
• Closely monitor delivery failure rates and utilise Net Promoter Score (NPS) feedback to identify friction points in the last mile.

3. 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

4. Safety, Compliance & Strategy

• Ensure all sites meet regional requirements on safety and regulatory standards.
• Oversee Excise and Customs Duties processes, including collaboration with the Finance team in accurate invoicing at point of pick and dispatch.
• Act as a subject matter expert for complex, cross functional projects, from inception to completion.

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.

Required Qualifications & Skills

• 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 the US.
• Ability to analyse situations and implement solutions independently.
• Ability to work cooperatively and establish and maintain effective work 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.
• A collaborative mindset with the ability to build effective relationships across global hubs.
• Willingness to travel to warehousing locations across multiple states.

Benefits:
• $90,000- $115,000 annually
• Annual discretionary bonus up to 10%
• Health, Dental, Vision Insurance - 90% employee coverage, 60% dependent coverage. Eligible Day 1.
• Holiday allowance - 34 days of paid time off, including 20 days of accrued paid time off (PTO) and 12 paid company holidays. Paid time off also includes your Birthday, plus one additional day for Volunteer Efforts.
• Retirement plan through Vanguard - 4% employer match
• Wine allowance - $50 a month towards your Nakedwines.com Angel account
• Personal Pathways - the Company will pay up to $500 annually towards personal development training related to your career interest
• Company Share Plan