US Warehouse and Fulfilment Manager

Rough Trade Retail (USA) LLC•New York, NY

2d•$70,000 - $90,000•Onsite

About The Position

This role is a unique chance to be part of something truly special within the music retail landscape, and for the right candidate to truly make their mark. As a hands-on, highly organised US Warehouse and Fulfilment Manager, you will lead all day-to-day activity at our warehouse in Queens, New York. You will lead the efficient receipt, storage and dispatch of vinyl and related inventory, setting high standards across shipping, receiving, inventory control and people management. You will be accountable for the performance of B2C and B2B fulfilment, stock accuracy, cancellations, productivity, labour cost and carrier performance, using data to identify issues and lead improvement. The warehouse is a critical part of Rough Trade's US customer experience and commercial performance. You will lead a growing, fast-paced operation through a clear performance culture, strong people management and practical continuous improvement. This is a pivotal role for the success of the business, across both our e-commerce and brick and mortar physical stores.

Requirements

At least five years' experience leading a warehouse, fulfilment or logistics operation in a high-volume e-commerce, DTC, retail or 3PL environment.
Proven experience managing, coaching and holding a warehouse team and management layer accountable for performance.
Demonstrable ownership of warehouse KPIs and experience using data to improve service, productivity, labour cost and inventory accuracy.
Strong understanding of warehouse best practice, including receiving, inventory control, order fulfilment, carrier management and root-cause analysis.
Strong experience of warehouse management systems, inventory platforms and e-commerce integrations, including Shopify.
Experience managing warehouse equipment and a working knowledge of relevant health and safety and compliance requirements.
Highly organised, data-literate and commercially minded, with a practical, hands-on approach to solving operational problems.

Nice To Haves

Interest in music and an understanding of the US vinyl market.
Experience managing US-wide carrier networks, international freight and cross-border fulfilment.
Experience scaling and stabilising warehouse operations during peak trading periods, including seasonal recruitment and labour planning.

Responsibilities

Own daily warehouse performance across receiving, packing, dispatch, carrier collection and exception management, ensuring agreed service and quality standards are met.
Manage the intake of vinyl and other inventory items, ensuring accurate counts and quality inspection upon arrival.
Ensure proper storage of products, with a focus on handling vinyl.
Design and maintain warehouse layout, workflows and stock rotation processes that improve speed, accuracy, safety and use of space.
Lead the cross-regional flow of product into and out of the US, ensuring accurate data, timely communication and clear ownership of exceptions.
Lead, develop and hold warehouse colleagues and team leads accountable for performance, including recruitment, onboarding, training and progression.
Own weekly labour and capacity planning, including rotas, holiday cover, seasonal recruitment and peak trading preparation.
Set clear daily priorities, performance expectations and productivity standards, using coaching and feedback to maintain engagement.
Manage people processes fairly and consistently, including performance management, absence, recruitment and onboarding, with support from the wider HR function.
Build and develop a capable management layer, with clear accountability for service, productivity, standards and colleague experience.
Own stock accuracy, cycle counts and inventory audits, working with Buying and E-commerce to maintain alignment between physical stock and digital systems.
Lead investigation and resolution of inventory discrepancies, with clear ownership of corrective action.
Hold accountability for the US warehouse budget and P&L, identifying opportunities to improve margin, control cost and protect service.
Lead the implementation of new stock-management tools and processes, ensuring adoption and measurable operational benefit.
Own relationships with shipping carriers and freight providers, managing service, cost and escalation across US and international movements.
Own B2C and B2B fulfilment performance, ensuring on-time, accurate dispatch and proactive management of exceptions.
Work closely with Customer Service to resolve shipping issues quickly and prevent repeat causes of contact.
Use customer and operational insight to reduce avoidable contacts, delivery failures, cancellations and returns.
Act as the primary operational point of contact for the Long Island City warehouse premises, maintaining a strong relationship with the landlord, building management and relevant contractors.
Maintain appropriate emergency, fire, evacuation and incident procedures and ensure all warehouse colleagues understand their responsibilities.
Own operational relationships with relevant local vendors and contractors and ensure adequate contingency arrangements exist for critical site services.
Ensure the business has documented and resilient processes for vehicle rental, authorised drivers, LIC loading, transportation into Manhattan, Rockefeller Center loading bay access, unloading and return logistics.
Own warehouse KPIs, including dispatch time, order accuracy, inventory accuracy, productivity, cancellation rate and carrier cost.
Produce clear weekly performance reporting, identify root causes and lead practical corrective action.
Drive continuous improvement through process mapping, standard operating procedures and better use of systems and data.
Maintain a clean, safe and compliant warehouse environment in line with local regulations and Rough Trade standards.
Set and enforce robust safety, equipment and compliance standards, ensuring colleagues are trained and the operation meets all relevant legal requirements.