Senior Manager, Warehouse Operations

Is the senior operational leader for the North America Distribution Centre, responsible for establishing and executing the long-term strategy for warehouse operations, distribution, e-commerce fulfilment, customer service and future network growth across US Retail. It includes transformation and relocation of regional distribution to a national distribution centre. The role leads a team of managers and operational leaders and acts as the primary business partner for Merchandising, Buying, Finance, Technology, People & Culture and Store Operations.

• Develop and execute the long-term distribution, fulfilment and warehouse strategy for US Retail, including operational frameworks to support future store openings, expanded e-commerce fulfilment and additional IP distribution requirements.
• Own warehouse financial performance, P&L, labour planning, productivity targets and cost optimisation, including processes for inventory management from intake through distribution, inventory variances, shrinkage and cost reduction.
• Evaluate future logistics, automation, technology and process opportunities, and partner with the Director, Retail Operations on network expansion planning, warehouse capacity requirements and operational investments.
• Establish warehouse performance standards, operational KPIs, service level expectations and reporting frameworks, and monitor performance to ensure corrective action plans are implemented across warehouse and e-commerce.
• Own fulfilment from the distribution centre, manage distribution to approximately five national retail stores and an e-commerce fulfilment operation, and ensure on-time deliveries with a 100% fulfilment rate across in-stock products.
• Provide strategic oversight of inventory accuracy, fulfilment performance, logistics execution and labour productivity
• Ensure daily operations including receiving, put-away, picking, packing, counting and shipping remain structured
• Maintain efficient workflows, systematic storage and process documentation
• Troubleshoot distribution delays, inventory discrepancies and product quality issues
• Review operational risks and implement mitigation strategies for business continuity
• And communicate with Store Leadership on distributions, product intake and operational issue resolution.
• Lead and develop a high-performing warehouse leadership team across Warehouse Operations, Customer Services and Fulfilment, including performance expectations, succession plans, workforce planning, organisational design, hiring, training and performance reviews
• Create a culture of accountability, safety, innovation and continuous improvement
• And maintain clear communication with warehouse team members on business goals, performance and updates.
• Build a culture of inventory integrity and cycle count accuracy, partner with Merchandising Leadership on intake forecasting and capacity planning, partner with Technology teams to prioritise system enhancements, automation and process improvements
• And co-own the setup of Microsoft Dynamics 365 for the new distribution centre and associated e-commerce systems.
• Act as the primary liaison between the Dallas Warehouse and key business partners, including Merchandising, Buying, Marketing, PR, People & Culture, Finance, Security, Facilities and external vendors
• Communicate operational performance, system updates and process enhancements to leadership and stakeholders
• Oversee safety, security and compliance programmes with Security and Facilities teams
• And collaborate with third-party logistics, e-commerce and fulfilment partners to uphold service standards, optimise delivery schedules and support peak operational periods.
• Lead and develop US Retail Customer Services, design and oversee workflows for orders, returns, replacements, refunds and escalations, and partner with e-commerce, warehouse and store teams to resolve recurring issues and elevate customer satisfaction.

• 6-8 years of senior national warehouse/distribution centre, logistics and fulfilment leadership experience in high-volume retail with premium quality brands and strong IP.
• Experience launching a new, national and multi-store warehouse operation.
• Strong knowledge of warehouse and e-commerce management systems such as Microsoft D365, Shopify and Veeqo, inventory control and e-commerce fulfilment operations.
• Experience with internal and third-party logistics carriers.
• Analytical skills to interpret P&Ls, define KPIs and analyse financial data for operational decisions.
• Strong communication skills and ability to influence cross-functional teams and manage direct teams.
• Ability to be flexible and adapt through planning, executing and growing operations with expansion of distribution and fulfilment for growing IP retail opportunities.

• Previous experience working with themed entertainment / retail would be preferred.
• Bachelor's degree in Supply Chain, Operations, Business, or related field preferred (or equivalent experience).

• North America Distribution Centre
• Dallas Warehouse

• Actual salaries will vary based on geographic location, external market data, internal equity, skill set, experience, training, education, and/or performance.
• Base pay is one component of the total compensation package; other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards.

• Health insurance coverage
• Employee wellness program
• Life and disability insurance
• Retirement savings plan
• Paid holidays, sick time and vacation