Senior Store Fulfillment Manager

Location

East Croydon (Head Office close to East Croydon Station)

Hours

37.5 | 9.00am – 5.30pm – Hybrid working (2 days working from home, 3 days in office)

Salary

Competitive

Day‑to‑Day Responsibilities

• Ensure picking, packing and dispatching processes of stores fulfilling online orders are efficient.
• Deliver fulfilment SLAs – order turnaround time, accuracy, delivery deadlines.
• Manage store capacity planning and workload balancing for in‑store and online sales.
• Monitor productivity and optimise resource allocation to achieve efficiency targets.
• Identify trends in data to drive action and improve performance.
• Oversee processes for “order & collect,” “ship from store,” and returns handling.

Leadership & Team Management

• Lead, coach, and develop central and store teams to achieve KPI/SLAs.
• Create a culture of performance improvement and accountability.
• Produce succession plans linked to stretch objectives.
• Ensure all central and field teams are trained and appropriate record‑keeping is in place.

Customer Experience & Service Quality

• Embed processes to meet/exceed customer experience ROS requirements.
• Utilise data to identify and implement opportunities.
• Manage exceptions and escalations related to late, missing, or incorrect orders.
• Track and identify trends to put measures in place to improve service.

Inventory & Stock Control

• Identify and implement opportunities to maximise product availability and stock accuracy within hubs.
• Ensure optimum stock and buffer levels are maintained.
• Maintain sufficient audits to minimise stock outs and prevent loss.

Cost Management

• Ensure hours issued meet demand and OPH budgets, managing overspend proactively.
• Ensure staff structures support flexibility for unexpected demand.

Operational Excellence

• Implement standardised procedures for picking & packaging.
• Ensure accurate tracking of operational KPIs and develop improvement plans.
• Explore and implement system, people, and process opportunities to drive performance, including automation and AI.

Peak Planning

• Produce and deliver peak plans to ensure stores are set up for increased demand.
• Support temporary setup and training of seasonal hubs when needed.

Compliance, Safety & Standards

• Ensure all fulfilment activities comply with health and safety, data protection, and operational standards.
• Maintain store cleanliness, orderliness, and brand presentation.
• Conduct regular risk assessments for warehouse/fulfilment zones.

Benefits

• 33 days holiday rising to 38 days with length of service (inclusive of bank holidays)
• 2 staff discount codes for yourself and a family member or friend
• 30% discount on Superdrug Own Brand Products both in store and online
• Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station
• Company pension matching and bonus
• We offer Stream – a money management app that gives you access to a percentage of your pay as you earn it
• Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
• We are part of A.S. Watson Group, the world’s largest international health and beauty retailer with over 15,700 stores in 25 markets!
• Unrivalled Learning and Development programmes
• Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support
• Come and be part of something special!

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