Manager Customer Fulfilment E-commmerce Amsterdam • Rituals

As a Manager of Customer Fulfillment E-Commerce, you play a key role in ensuring our consumers receive their orders accurately and punctually. You will oversee and manage the digital order flow for deliveries to end consumers via RITUALS and Marketplace, while developing and executing the B2C order fulfillment strategic roadmap with your team.

Your responsibilities include implementing best practices and tools to ensure efficient fulfillment solutions, while coordinating with various departments to support the end-to-end (E2E) order flow. You will lead the strategic development of customer fulfillment initiatives, such as optimizing returns, service innovations like next-day delivery, and digital process improvements, all while maintaining clear communication and feedback-loops with stakeholders and consumers.

With the E-commerce Fulfillment department being relatively new, you will have the opportunity to shape its collaboration with Operations, establish reviews with our Digital and Customer Relations teams, and help define roles for B2C carrier (portolio) management together with procurement and operations.

You will be the go-to contact for escalations and opportunities in daily operations, managing a team of two and actively participating in improvement initiatives alongside your team.

Key Responsibilities:

• Ensure excellent execution of digital order flows, returns, and logistics across various platforms in over 33 countries.
• Lead and support development activities that differentiate our customer experience.
• Report to the Head of Retail and B2C Fulfillment while managing a team of two FTEs.
• Collaborate effectively with Customer Relations, Digital, Operations, Finance, and Business Technology teams.
• Define, achieve and report our consumer delivery promise, conducting business reviews with B2C carriers as needed.
• Automate processes to enhance efficiency and customer satisfaction.
• Oversee performance and KPI management to address consumer service issues, including delivery timing and customer complaints.

• Bachelor’s or Master’s degree in an operational or supply chain field.
• 5-7 years of B2C fulfillment experience, with at least 2 years in a leadership role, preferably in digital retail.
• Strong communication and stakeholder management skills.
• Analytical, proactive, persuasive, and service-focused.
• Experience with ERP systems (D365, EVA) and data management.
• Proficient in MS Office and familiar with AI and data visualization tools (PowerBI).
• Fluent in business English; Dutch is a plus.