About this role Digital Fulfilment Manager Why You'll Be Excited About This Role This role offers complex strategic oversight and hands-on impact, focused on leading and executing our delivery execution framework that directly improves Freedoms last mile experiences for first and third-party fulfilments. This is a crucial part of the customer experience. How This Will Transform Your Career This role positions you in the midst of Freedoms omni-channel transformation, developing highly sought-after skills in fulfilment, operations and delivery execution. You'll gain comprehensive experience across the entire fulfilment ecosystem, from vendor and store relationships to last-mile delivery optimisation. You will also manage the technical components of Freedoms fulfilment landscape, inclusive of the Order Management System (Fluent) and Transport Management System (Shippit). Working with Freedom's innovative digital systems, you'll develop analytical capabilities while building leadership skills that will see you manage both an onshore and offshore workforce. You will also have the opportunity to manage internal and external stakeholder relationships, foster strong partnerships and build coalitions to improve Freedoms fulfilment and operational capabilities. The continuous improvement focus keeps you at the cutting edge of fulfilment innovation, setting you up for progression into senior operations roles. Why You'll Like Working Here At Freedom, we've earned our certification as a Great Place to Work by putting our people first. We've created an environment where innovation thrives and every team member can make their mark. Our culture is built on transparency and collaboration, ensuring you'll always have clarity about your progress and impact. You'll enjoy: Hybrid working arrangements that respect your work-life balance A competitive salary package with superannuation Generous 25% staff discount on all Freedom products, including sale items True flexibility with our innovative 'Freedom to Flex' program - work from anywhere in the world for up to 4 weeks annually Monthly themed pop-up Town Hall's to connect with wider teams in our Support Centre What You'll Be Working On As the Digital Fulfilment Team Leader, it will be your responsibility to tailor and improve delivery experience, preserving positive customer experiences all the way from purchase to delivery. Your key responsibilities include: Lead digital fulfilment operations to maximise efficiency while driving improvements across key processes and systems Define and document fulfilment processes, training and coaching team members to excel in their roles Monitor service levels across fulfilment hubs, ensuring orders are picked accurately and packaged to Freedom's high standards Collaborate with Customer Care teams and occasionally customers to resolve issues swiftly within service agreements Transform data into insights through daily, weekly and monthly analysis, creating actionable recommendations that enhance customer experience Motivate your team towards organisational goals while empowering them with skills, confidence and product knowledge to succeed. What Type of Person Will Succeed We're looking for someone who combines analytical thinking with a genuine passion for creating exceptional customer experiences. You'll thrive in this role if you: Have a detail-oriented approach while maintaining sight of the bigger picture Enjoy solving complex problems and finding creative solutions to operational challenges Can transform data and reports into clear, actionable insights that drive results Bring a minimum of 2-5 years' digital fulfilment experience (omni-channel preferred) Have a proven track record of driving continuous improvement in fulfilment operations Understand freight and logistics standards and procedures Possess experience managing retail store fulfilment and Click & Collect (preferred) Sound technical understanding and appetite to learn Excellent Microsoft 365 skills Excel at communication across various channels - email, phone, and face-to-face interactions How to Apply We're excited to grow our team and would love to learn more about you. To take the first step towards your future at Freedom, click the apply button to submit your application and don't forget to attach your resume. Freedom to grow. Freedom to think. Freedom to be
